Returns & Refund Policy
Returns, Cancellations & Refunds
We want the terms of every return to be clear before you send an item. This policy does not limit any mandatory consumer rights that apply in your country.
Order changes and cancellations
Contact support@zoraflux.com as soon as possible if you need to change or cancel an order. An order that has not been dispatched can be cancelled for a full refund. Once an order has been dispatched, it cannot be stopped, but you may request a return under the terms below. We do not charge a fixed cancellation, storage or order-preparation percentage.
Change-of-mind returns
You may tell us that you wish to cancel and return an eligible item within 14 days after delivery. After notifying us, please send the item back within the following 14 days.
- The item should be returned with all supplied accessories and, where reasonably possible, its original packaging.
- You may inspect the item as you would in a physical shop. Please do not use it beyond what is necessary to check its nature, characteristics and function.
- No restocking fee applies to an eligible return.
- For a change-of-mind return, you are responsible for the direct return-shipping cost unless applicable law requires otherwise.
To start a return, email us with your order number and the item you wish to return. We will provide the correct return location and instructions. Do not send a return to our registered office unless our support team specifically instructs you to do so.
Damaged, faulty or incorrect items
If an item arrives damaged, faulty, not as described or different from what you ordered, contact us as soon as reasonably possible with your order number and clear photos of the item and packaging. We will provide an appropriate remedy in accordance with applicable law, which may include a replacement, repair or refund. ZORAFLUX will cover reasonable return-shipping costs when we require a faulty, damaged or incorrect item to be returned.
Condition and deductions
We do not apply automatic percentage deductions. Where permitted by law, a refund may only be reduced to reflect an actual loss in value caused by handling beyond what is reasonably necessary to inspect the item. Any proposed reduction will be explained with the reason and supporting information. Normal inspection, opening the packaging, or a sale/discount price does not by itself create a deduction.
Items that cannot be returned
Custom-made or personalised items cannot normally be returned for change of mind unless they are faulty, damaged or not as described. We will clearly identify any such item on its product page before purchase. Mandatory consumer rights remain unaffected.
Refund amount
For an approved change-of-mind return, we will refund the item price to the original payment method. Where required by applicable law, we will also refund the original standard delivery charge; any additional amount paid for an upgraded or expedited delivery service is not refundable beyond the standard delivery amount. For faulty, damaged, incorrect or misdescribed items, applicable delivery and return costs will be refunded as required by law.
Refund timing
We will issue an approved refund within 14 days after receiving the returned item or acceptable evidence that it has been sent back, as applicable. Refunds are sent to the original payment method. Your bank or payment provider may need additional processing time before the credit appears.
Contact
Email: support@zoraflux.com
Support hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
Registered office: ZORAFLUX LTD, Suite 20502, 61 Bridge Street, Kington, United Kingdom, HR5 3DJ