Returns & Refund Policy

Last updated: 22 August 2026

At Zelo, we want you to be completely satisfied with your purchase. If you are not happy with your order, you may be entitled to return the product and receive a refund in accordance with this Returns & Refund Policy and applicable UK consumer law.

1. Your Right to Cancel

If you are a consumer purchasing from Zelo online, you generally have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason.

After notifying us that you wish to cancel, you must return the goods to us without undue delay and, in any event, no later than 14 days from the day on which you communicated your cancellation.

This statutory cancellation right does not affect your legal rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

2. How to Request a Return

To request a return, please contact our customer support team at:

Email: supportezelo1@gmail.com

Please include:

• Your full name

• Your order number

• The item(s) you wish to return

• The reason for the return, if applicable

• Photographs where the item is damaged, defective or incorrect

Our support team will provide you with the appropriate return instructions and return address.

Please do not send products to an address obtained from a third party or to an address that has not been confirmed by Zelo.

3. Condition of Returned Items

Where you are exercising your statutory cancellation right, you may handle the goods only to the extent necessary to establish their nature, characteristics and functionality.

Products should preferably be returned:

• Unused and in their original condition

• With original packaging, where reasonably possible

• With all included accessories, parts and documentation

• In a condition that allows the product to be resold, where applicable

You may be responsible for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functionality.

This does not limit your statutory rights where goods are faulty, defective, damaged or not as described.

4. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, defective or different from what you ordered, please contact us as soon as reasonably possible at supportezelo1@gmail.com.

We may ask you to provide photographs or other information so that we can assess the issue.

Depending on the circumstances and your legal rights, we may offer a replacement, repair or refund.

Nothing in this policy limits or excludes your statutory rights under UK consumer law.

5. Refunds

Once your return has been received and assessed, we will process any applicable refund to the original payment method.

Where you exercise your statutory right to cancel, we will normally refund the payments we have received from you, including the applicable standard delivery charge.

We may withhold reimbursement until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first.

Where permitted by law, if you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to reimburse the additional cost.

6. Return Shipping Costs

If you are returning an item simply because you have changed your mind, you may be responsible for the direct cost of returning the goods, unless we have stated otherwise or applicable law requires Zelo to cover those costs.

If the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, Zelo will handle the return in accordance with your statutory rights and will not seek to make you bear costs that we are legally required to cover.

7. Non-Returnable Items

Certain products may be excluded from the statutory cancellation right where permitted by law.

For example, this may include goods that:

• Are made to the customer's specifications or clearly personalised

• Are liable to deteriorate or expire rapidly

• Are sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed

Where an exception applies, the relevant product information will state this clearly before purchase.

These exclusions do not remove any rights you may have in respect of faulty, defective or misdescribed goods.

8. Exchanges

We do not guarantee exchanges for unwanted items.

If you would like a different product, size, colour or variation, you may return the original item where eligible and place a new order.

For faulty or incorrect products, please contact our support team before placing a replacement order so that we can assist you.

9. Late or Missing Refunds

If you have been notified that your refund has been processed but the funds have not yet appeared in your account, please first check with your bank or payment provider.

If you have completed these checks and the refund is still missing, please contact us at:

supportezelo1@gmail.com

Please include your order number and the details of the refund so that we can investigate the matter.

10. Consumer Rights

This Returns & Refund Policy does not affect your statutory rights as a consumer.

Under UK consumer law, goods generally must be of satisfactory quality, fit for purpose and as described. Where goods do not meet these requirements, you may have additional legal remedies.

Nothing in this policy is intended to exclude or restrict any legal right that cannot lawfully be excluded or restricted.

11. Contact Us

If you have any questions regarding returns, refunds or your consumer rights, please contact:

Zelo

Customer Support: supportezelo1@gmail.com

Business Address: 1A Ludgate Hill, London, EC4M 7AA

Telephone: 020 7930 9442.

We aim to respond to customer enquiries as promptly as reasonably possible.

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Zelo — Returns & Refund Policy

This policy should be read together with our Shipping Policy, Privacy Policy and Terms & Conditions.