HOW CAN WE HELP?
Returns & Refunds
Can I cancel my order?
Although we never want to see a cancellation, we are of course happy to process these for you. Please let us know as soon as you change your mind and before the order is dispatched. A full refund will be processed for you and appear in your account within 3-5 working days of the cancellation.
What is your returns policy?
If you change your mind and wish to return an item, under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 working days from the time you receive your order in which to inform us of your decision.
If you change your mind after the item is dispatched, Zatu Limited is able to provide you with a free returns label, at your request. It is your responsibility to ensure items are returned ‘as new’, in the same condition in which they were received. If these goods are not returned in the same condition in which they were received, Zatu Limited retain the right to refuse return, or to deduct up to 50% from the refund cost.
If you do not wish to use our free returns service, it is recommended that recorded delivery is used upon returning items to us. In these cases, Zatu limited reserves the right to refuse any refund of postage where it was purchased beyond the use of our own free returns label.
My item is tracking as ‘returned to sender’, what happens next?
In some circumstances items will be returned to sender from our delivery carriers due to failed delivery, incorrect details or not being collected from a local depot. If we receive contact in relation to your order before it is returned, you will be able to have the order reshipped to you – please note this may incur a shipping fee. If the item is returned to sender with no prior contact, we will presume a cancellation is required and a full refund will be issued with an email informing you of this.