Refund Policy

General refund information

  1. Initial contact

Before requesting a refund, please contact our Customer Support team by email at contact.zappyuk@gmail.com, providing your order number. This allows us to identify your order and provide the correct instructions for your case.

  1. Return and refund process

The customer may request a refund of the amount paid, subject to the conditions set out in our Returns and Refunds Policy and in accordance with applicable UK consumer law.

For most online purchases, customers have the right to cancel their order within 14 days after the day they receive the goods. After informing us of the cancellation, the customer has a further 14 days to return the item.

Once the returned product has been received and assessed, or once valid proof of return has been provided where applicable, the refund will be processed within 14 days.

  1. Refund method

The refund will be made using the same payment method used for the original purchase, unless another method is expressly agreed.

If it is not possible to process the refund using the original payment method, the refund may be made by bank transfer using the details provided by the customer to our support team.

  1. Faulty products

If a fault is identified in the product, the customer should contact our Customer Support team as soon as possible, providing the order number, a description of the issue and, where possible, photos or videos showing the fault.

Under UK consumer law, goods must be as described, fit for purpose and of satisfactory quality. If the product is faulty, the customer may be entitled to a refund, repair or replacement, depending on the circumstances and the time elapsed since delivery.

This policy does not affect your statutory rights.