Returns Policy for Zebaa.co.uk

At Zebaa.co.uk, we strive to ensure that every customer is satisfied with their purchase. We understand that occasionally, an item may not meet expectations, arrive damaged, or simply not be suitable. This Returns Policy outlines your rights and our procedures for returns, refunds, cancellations, and handling faulty or damaged goods, in accordance with the **Consumer Contracts Regulations 2013** and the **Consumer Rights Act 2015**.

1. Your Right to Cancel

As a consumer purchasing goods online, you have the legal right to cancel your order within **14 calendar days** of receiving the items. This is known as the “cooling-off period.” Once we receive your cancellation request, we will provide instructions on how to return the goods.

Please note that this right to cancel does not apply to certain categories of products. These include items that are personalised or made to order, perishable goods, and products sealed for hygiene reasons (such as cushions, bedding, or textiles) that have been unsealed after delivery. If you are unsure whether your item qualifies for cancellation, please contact us before placing your order.

2. Condition of Returned Items

To be eligible for a **full refund**, returned items must be in their **original, unused condition**. This means the product must be undamaged, unwashed, and returned in its original packaging, including any accessories, tags, or manuals. Items that show signs of use, wear, or damage may be subject to a deduction in the refund amount to reflect the loss in value. If the item is returned in a condition that renders it unsellable, we reserve the right to refuse the refund entirely.

We recommend that you take care when opening packaging and handling items during the inspection period, as excessive handling may affect your eligibility for a full refund.

3. How to Initiate a Return

To begin the return process, please contact our customer service team at info@zebaa.co.uk. Include your **order number**, the item(s) you wish to return, and the **reason** for the return. We will respond within two working days with detailed instructions, including the return address and any reference numbers required.

Unless the item is faulty, damaged, or incorrect, **you are responsible for the cost of returning the goods**. We recommend using a tracked and insured delivery service to ensure the item reaches us safely. Please retain proof of postage, as we cannot be held responsible for items lost or damaged in transit.

4. Refunds

Once we receive and inspect the returned item(s), we will notify you of the outcome. If the return is approved, we will process the refund to your original payment method within **14 calendar days**. Refunds will include the original delivery charge only if the **entire order** is returned. Partial returns will not include delivery refunds.

Please note that refunds may be delayed if:

• Items are returned without prior notification.
• Packaging is missing or damaged.
• The item requires further inspection or verification.

We will always communicate clearly if any deductions are necessary and explain the reasons for any adjustments to the refund amount.

5. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or not as described, please notify us within **48 hours of delivery**. Include your order number, a description of the issue, and clear **photographs** of the item and packaging. We will assess the situation and offer one of the following remedies:

• A replacement item
• A partial refund
• A full refund
• A repair (if applicable)

In some cases, we may request the item be returned before issuing a refund or replacement. If this is required, **we will cover the cost of return postage** and provide instructions for sending the item back.

6. Exchanges

We do not currently offer **direct exchanges**. If you wish to replace an item with a different product, please return the original item for a refund and place a new order separately. This ensures accurate stock management and timely processing.

7. Non-Returnable Items

Certain items are excluded from our returns policy due to hygiene, customisation, or perishability. These include:

• Made-to-order or personalised products
• Opened bedding, cushions, or textiles
• Gift cards or promotional vouchers
• Clearance or final sale items (clearly marked on the product page)

If you are unsure whether your item qualifies for return, please contact us before placing your order. We are happy to clarify eligibility and help you make an informed decision.

8. Returns from Outside the UK

If you are returning items from outside the United Kingdom, please ensure that **customs forms are completed accurately** to avoid delays or charges. You are responsible for any customs fees, duties, or taxes incurred during the return process. We recommend using a tracked international courier and clearly marking the package as a “return” to avoid import charges.

9. Refunds for Promotional Orders

If you received a discount or promotional offer as part of your order, your refund will reflect the adjusted price paid. If a promotion required a minimum spend or multiple items, and your return causes the order to fall below the qualifying threshold, the promotion may be voided and the refund recalculated accordingly.

10. Contact Information

If you have any questions about this Returns Policy or need assistance with a return, please contact our customer service team:
**Email:** info@zebaa.co.uk