Exchange & Returns Policy

Returns and Exchanges Policy

We are committed to providing a clear, fair and transparent shopping experience. This policy applies to consumer purchases and does not limit your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contacting us

For returns or exchanges, please email support.zappyuk@gmail.com, including your order number or another form of proof of purchase. We will provide return instructions and the appropriate return address.

For faulty or incorrect items, please describe the issue. We may request photographs or videos to help assess your claim, where reasonable. You do not need to give a reason when exercising your statutory right to cancel, and using a particular form or obtaining prior approval is not a condition of exercising that right.

Return postage costs

If we supply an incorrect, faulty or misdescribed item, we will arrange a suitable return method or cover reasonable return costs. Please contact us so that we can help arrange the return.

For change-of-mind returns, you are responsible for direct return postage costs, provided we informed you of this before you placed your order. If we did not provide that information, we will cover those costs.

Your statutory right to cancel

For most online purchases, you may cancel without giving a reason from the time you place your order until 14 calendar days after the day you, or a person nominated by you other than the carrier, receive the goods. Where goods from a single order are delivered separately, this period normally runs from receipt of the final item.

To cancel, send us a clear statement at support.zappyuk@gmail.com before the cancellation period expires. You may use the model cancellation form, but this is not compulsory.

You must send the goods back within 14 days after notifying us of your cancellation. Please include supplied accessories and instructions, and package the goods securely. Keep evidence of posting.

Handling goods before returning them

You may inspect and handle the goods as you reasonably would in a shop to establish their nature, characteristics and functioning. Opening ordinary packaging does not automatically remove your cancellation rights.

Where permitted by law, we may reduce your refund to reflect a loss in value caused by handling beyond what is necessary for that inspection. The stricter unused-condition requirements of our additional commercial policy do not apply to statutory cancellation rights.

Refunds following cancellation

We will refund you without undue delay and within 14 days after being informed of your cancellation. Unless we have offered to collect the goods, we may withhold the refund until we receive them back or you provide evidence of sending them back, whichever happens first.

When you cancel the entire order, your refund includes the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded delivery service is not refundable under the statutory cancellation right.

Refunds will use the original payment method unless you expressly agree otherwise. We will not charge a refund fee or require you to accept store credit instead of a refund to which you are legally entitled.

Exceptions to the right to cancel

Legal exceptions include goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are unsuitable for return for health protection or hygiene reasons if unsealed after delivery.

We will identify applicable exceptions before purchase. These exceptions do not remove your rights where goods are faulty, misdescribed or otherwise fail to meet the contract. Sale or promotional pricing alone does not exclude statutory rights.

Zappy’s additional 30-day commercial policy

In addition to your statutory rights, we may consider requests for a voluntary return or exchange made within 30 days of delivery. Acceptance under this additional policy is subject to the item being unused, unwashed, unaltered, undamaged and suitable for resale, with its original labels and supplied accessories where applicable.

Please contact us before sending goods back under this additional policy. We will confirm whether the request is accepted and explain the return arrangements, any agreed costs and the available refund or exchange options.

Promotional gifts may be excluded from this additional voluntary policy. This does not affect statutory cancellation rights or remedies for faulty or misdescribed goods.

Incorrect, faulty or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. If your purchase does not meet these requirements, contact support.zappyuk@gmail.com.

Short-term right to reject:
You normally have 30 days from delivery to reject goods that do not meet these requirements and obtain a full refund. Different rules may apply to perishable goods or goods requiring installation.

Repair or replacement:
After the short-term rejection period, you will normally be entitled to request a repair or replacement. We may offer the alternative if your chosen remedy is impossible or disproportionate. Any repair or replacement must be free of charge, completed within a reasonable time and without significant inconvenience to you.

Price reduction or final rejection:
If a repair or replacement fails, both remedies are unavailable, or we do not provide the remedy within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or to reject the goods for a refund. Any deduction for use will only be made where the law allows it.

We will not require you to accept an alternative product or store credit in place of a statutory refund.

Assessing faults

We may reasonably inspect the goods and request proof of purchase to assess your claim. An order confirmation, receipt or other evidence of purchase may be used. Original packaging is not required for a faulty-goods claim.

For repair, replacement, price reduction or final rejection claims, a fault identified within six months of delivery is generally presumed to have existed at delivery unless we establish otherwise or that presumption is incompatible with the nature of the goods or fault. After six months, you may need to demonstrate that the issue was present at delivery.

Refunds for faulty goods

Where you are entitled to a refund, we will issue it without undue delay and within 14 days of agreeing that you are entitled to it. We will use the original payment method unless you expressly agree otherwise, without charging a refund fee.

Damage caused after delivery

We are not responsible for faults caused by misuse, accidental damage, inappropriate care or unauthorised alterations, or for ordinary wear consistent with the goods’ expected lifespan. These circumstances do not exclude a claim concerning a separate fault for which we are legally responsible.

If our assessment shows that an issue is not covered, we will explain the outcome and discuss any proposed paid service or return arrangement with you before you incur a charge.

Your statutory rights

Your statutory rights apply independently of any commercial warranty or guarantee and may continue after it expires. Nothing in this policy excludes or restricts rights or remedies available under applicable UK consumer law.