Refund policy

Returns and refunds

We want you to be happy with your order. This policy explains your right to change your mind and what happens if something goes wrong. It does not affect your statutory rights.

Changing your mind: 14-day cancellation

If you are buying as a consumer, you have the right to cancel your order for any reason within 14 days of receiving your goods. To cancel, email us at zelvio.uk@gmail.com with your order number and the item(s) you want to return. After you have told us, you have a further 14 days to send the item(s) back.

Please contact us before you send anything back. We will confirm the correct return address and how to send the parcel, so it does not get lost or delayed. Keep proof of postage until your refund has been issued.

Please return items unused and in their original packaging where possible. You are responsible for taking reasonable care of the goods while they are with you, and we may reduce your refund if an item has lost value because it was handled more than was needed to inspect it. You pay the cost of returning items you no longer want, unless the item is faulty, damaged or not as described.

Refunds

We will refund you within 14 days of receiving your returned item, or of receiving proof that you have sent it back, whichever is earlier. Refunds are made to the original payment method. If you cancel your whole order, we will also refund the standard delivery charge you paid. Any extra cost for a more expensive delivery option is not refunded.

Items that cannot be returned

The right to cancel does not apply to items made to your specification or clearly personalised, or to sealed items that are not suitable for return for health or hygiene reasons once the seal has been broken.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged or not as described, please email us as soon as possible with your order number and a photo. Under the Consumer Rights Act 2015 you can normally reject a faulty item within 30 days of delivery for a full refund, and you may also be entitled to a repair or replacement. We will cover return postage for faulty, damaged or incorrect items.

Exchanges

The quickest way to swap an item is to return it for a refund and place a new order for the item you want.

Contact us

Questions about a return or refund? Email zelvio.uk@gmail.com.

Last updated: September 2026