Refund policy

Return & Refund Policy

Last updated: [9/12/2026]

At ZONIA & CO, we want you to be happy with your purchase. This policy explains your rights to cancel, return, and receive a refund for items bought on zoniaesstentialltd.com, in line with UK consumer law.

1. Your Right to Cancel (Change of Mind)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order and receive a full refund within 14 days of receiving your goods, without giving any reason.

To cancel, you must inform us of your decision within this 14-day window by emailing us at [insert email] with your order number. You then have a further 14 days from the date you told us to send the item back to us.

This right does not apply to:

  • Items that are sealed for health protection or hygiene reasons (e.g. certain health & beauty products) once unsealed after delivery
  • Custom or personalized items made to your specification
  • Perishable goods
  • Gift cards

2. Condition of Returned Items

To be eligible for a return, items must be:

  • Unused, unworn, and in the same condition you received them
  • In their original packaging, with tags and labels attached where applicable
  • Accompanied by proof of purchase (order confirmation or receipt)

We reserve the right to refuse a refund or apply a deduction if the item shows signs of use, damage, or missing parts not caused by us or the courier.

3. How to Start a Return

  1. Email us at [insert email] with your order number and the item(s) you wish to return
  2. We will confirm your return and provide instructions on where to send the item
  3. Pack the item securely, including proof of purchase
  4. Send the item to the address provided

We recommend using a tracked shipping service, as we cannot be responsible for items lost in transit back to us.

4. Return Shipping Costs

  • If you are returning an item because you changed your mind, you are responsible for the cost of return shipping, unless otherwise stated at checkout or in our communication with you.
  • If the item is faulty, damaged, or not as described, we will cover the cost of return shipping and issue a full refund, including original delivery charges where applicable.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 14 days of us receiving the returned item. Please note that it may take additional time for the refund to appear on your bank or card statement, depending on your payment provider.

6. Faulty or Damaged Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 48 hours of delivery at [insert email] with your order number and photos of the issue. We will arrange a replacement, exchange, or full refund, including return shipping costs, at no cost to you.

This is in addition to, and does not affect, your statutory rights under the UK Consumer Rights Act 2015, which protects your right to a repair, replacement, or refund for goods that are faulty, not as described, or not fit for purpose.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different size, color, or product, please return the original item for a refund and place a new order.

8. Late or Missing Refunds

If you haven't received a refund within the expected timeframe:

  • Check your bank account again
  • Contact your card issuer or payment provider, as processing times can vary
  • If you've done this and still have not received your refund, contact us at [insert email]

9. Sale Items

Only regular-priced items are eligible for a refund unless otherwise stated. Sale or clearance items may be final sale — this will be clearly indicated on the product page at the time of purchase.

10. Contact Us

If you have any questions about returns or refunds, please contact us:

Note: This policy uses the UK statutory minimum (14-day cancellation right) as a safe legal baseline, since final windows and who covers return shipping weren't confirmed. Many retailers offer more generous terms (e.g. 30-day returns, free returns) as a competitive/goodwill measure — these can be extended, but should never fall below the 14-day statutory minimum or exclude faulty-item cover, both of which are legally required in the UK. Please review with a legal professional before publishing.