Returns & Refunds
This page separates normal change-of-mind returns, problem goods and EU statutory withdrawal so that the applicable cost and refund rules are clear.
Change-of-Mind / Normal Return
For eligible non-defective goods, including change of mind, no longer wanted, size preference or personal preference.
- Request within 14 calendar days after receipt.
- Customer pays return shipping.
- Items may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable.
- No restocking fee.
Damaged / Defective / Incorrect / Incomplete
When goods arrive damaged, defective, incorrect or incomplete.
- Contact customer support promptly.
- We cover the applicable return shipping cost.
- For an exchange, we cover the applicable replacement shipping cost.
- Mandatory statutory consumer rights remain fully applicable.
EU Statutory Withdrawal
Where EU distance-selling rules apply, consumers generally have a 14-day statutory right of withdrawal from receipt without giving a reason.
- Return shipping may be paid by the customer where disclosed before purchase.
- Standard original delivery cost is refunded where required by applicable law.
- Supplementary delivery cost above the least expensive standard option may be excluded where law permits.
How to start a return
Email support@zoruniq.com within the applicable return or withdrawal period and identify the order and reason for the request.
The registered address is not automatically the return address. The correct return address and procedure are provided in the return instructions.
Use the return instructions provided. For a normal return, the customer pays return shipping. For damaged, defective, incorrect or incomplete goods, we cover the applicable return shipping cost.
After returned goods are received and the necessary review is completed, approved refunds have an internal processing target of within 7 business days, subject to mandatory statutory refund deadlines. Approved refunds are generally returned to the original payment method.
Exchange shipping costs
Direct exchanges are supported. For non-defective exchanges such as size or preference changes, the customer pays both the return shipping cost and the replacement item shipping cost. For damaged, defective, incorrect or incomplete goods, we cover the applicable return and replacement shipping costs.
Refund rights under withdrawal rules
Where EU statutory withdrawal applies, refunds follow the mandatory statutory deadline. Where permitted by law, the refund may be withheld until the returned goods are received or the customer provides evidence that the goods have been sent back, whichever condition is relevant under applicable law.
Made-to-order or clearly personalised goods
If such products are offered, and applicable law permits a statutory withdrawal exception for made-to-order, custom-made or clearly personalised goods, that exception may apply to change-of-mind withdrawal. It does not remove rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.
Mandatory consumer protections
Nothing in this policy limits mandatory statutory consumer rights. Conditions for normal commercial returns do not remove rights that apply to defective or non-conforming goods.