Refund & Returns Policy
Refund & Returns Policy
Last updated: August 26, 2026
At Zeloro, we want you to be happy with your purchase. This Refund & Returns Policy explains your rights and our process for returns, refunds, exchanges, and damaged or incorrect products.
30-Day Returns
We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, the product must generally be:
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Unused and in the same condition in which you received it.
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In its original, unopened packaging.
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Complete with any original seals, tags, or accessories where applicable.
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Accompanied by your order number or other proof of purchase.
Perfume and Fragrance Products
For hygiene, safety, and product integrity reasons, perfumes and fragrance products that have been opened, used, sprayed, or have had their original seal removed may not be eligible for return, except where the product is faulty, damaged, incorrectly supplied, or where applicable law provides otherwise.
Please do not open or use a fragrance if you are unsure whether you wish to keep it.
How to Request a Return
To request a return, please contact us at:
Please include your order number and a brief explanation of the reason for your return.
Do not send a product back before contacting us and receiving return instructions. Unauthorised returns may be delayed or may not be accepted.
Return address:
The return address will be provided to you by our customer service team when your return request is approved.
Return Shipping
Unless the item is faulty, damaged, incorrect, or otherwise required to be covered by us under applicable consumer law, you may be responsible for the cost of returning an unwanted item.
Where we are responsible for the return shipping, we will provide appropriate instructions or a return shipping method where applicable.
Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it.
If your item arrives damaged, defective, faulty, or you receive the wrong product, please contact us as soon as reasonably possible at:
Please provide your order number and, where possible, photographs showing the issue and the condition of the packaging.
We will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer protection law.
Non-Returnable Items
Certain products may not be eligible for return where permitted by law, including:
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Perfumes or fragrance products that have been opened or used for hygiene or safety reasons.
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Products that have been damaged after delivery through misuse or improper handling.
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Gift cards.
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Products specifically personalised or made to a customer's specifications, where applicable.
This does not affect your statutory rights. Faulty, misdescribed, or incorrectly supplied goods may be eligible for a remedy regardless of the above exclusions.
Sale Items
Sale or promotional items may be returned where they meet the requirements of this policy and applicable consumer law.
Your statutory consumer rights are not affected by a product being sold at a discounted price.
Exchanges
If you would like a different product, the simplest option may be to return the eligible item and place a new order for the replacement product.
If you have received a faulty, damaged, or incorrect product, please contact us at support@zeloro.store before placing a new order so that we can assist you.
UK Consumer Rights
Nothing in this policy affects your statutory rights under UK consumer protection law.
Where applicable, UK customers have legal rights in relation to goods that are faulty, not as described, or not of satisfactory quality.
For eligible online purchases, UK consumers may also have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Certain exceptions can apply, including to goods that are sealed for health protection or hygiene reasons and become unsuitable for return once unsealed.
14-Day Cancellation Period
For eligible online purchases, you may generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
If you exercise this statutory cancellation right, you must notify us within the applicable cancellation period and return the goods within the required timeframe.
The goods should be returned in accordance with applicable law. You may be responsible for reasonable return postage costs unless the goods are faulty or another legal exception applies.
The cancellation right may not apply to certain products, including sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
Nothing in this section limits any statutory rights you may have.
Refunds
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.
If your refund is approved, we will issue the refund to your original payment method, subject to applicable law and the terms of this policy.
Depending on your payment provider or bank, it may take additional time for the refunded amount to appear in your account.
Where a refund is required under applicable UK consumer law, we will process it within the applicable legal timeframe.
Late or Missing Refunds
If you have been notified that your refund has been issued but you have not received it, first check your bank or payment account.
If you still have not received your refund after allowing reasonable processing time, please contact us at:
Contact Us
If you have any questions about returns, refunds, cancellations, or exchanges, please contact:
Zeloro
Website: https://zeloro.store
Email: support@zeloro.store
We will be happy to assist you with your return or refund request.