Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customerservices@zero-sole.com. Please note that returns will need to be sent to the following address: Unit 1 main studio, Bay Studios business park, Ffordd Amazon, Swansea SA1 8QB.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@zero-sole.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@zero-sole.com.
KAYDIAR LTD RETURNS POLICY
Effective date: 03/01/2024
We hope you enjoy the purchases you make from Kaydiar Ltd. However, if you wish to return an item, you may do so in accordance with your statutory or in accordance with this Returns Policy.
How to Return an Item
As an alternative to the return options provided by your statutory rights, customers may return items purchased from Kaydiar Ltd under this Returns Policy in accordance with the following terms:
1. Returns made under this Returns Policy must be made within 10 days of delivery of an item.
2. Items to be returned must:
a. Items to be returned must be unused and in a re-saleable condition.
3. To start the returns process, you should email us at customerservices@zero-sole.com requesting a return in accordance with this Return Policy. Include your name, identification of your order (e.g. an order number), and details of the item(s) you want to return.
Entitlement to a Refund
When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item(s)
Taking into account any discounts that were applied at the time of purchase.
2. Minus our return fee of £3.99 per order for which is a return is made under this Return Policy. No return fee will apply to returns made outside of this Policy, e.g. returns made in accordance with your Statutory rights.
3. Exclusive of any shipping costs paid.
Processing Returns
Once we have received an item you wish to return:
1. We will check the item you have returned within, wherever possible, 10 days.
2. If e confirm that the item and your returns procedure comply with the requirement set out in this Returns Policy:
a. We will let you know that your return has been received and accepted
b. You will receive a refund via your original payment method, usually within 5 days of a return being accepted. Or, if an exchange is available and agreed to instead, our new item will be delivered to you within our usual delivery timeframes.
3. If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:
a. We will let you know why your return has not been accepted.
b. We may offer a reduced refund (e.g. if an item is returned damaged).
c. You will have the option to take the item back (note that you may be required to pay for shipping if necessary).
Exchanges
If you wish to exchange an item purchased for another item (e.g. the same product in a different size), you should return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then:
1. If the requested exchange is possible, we will send the new item to you once the item being returned has been received and the return has been approved.
2. If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starting a new purchase.
A Customer’s Statutory Rights
The returns process provided under this Returns Policy is provided in addition to customer’ statutory rights and this Returns Policy does not diminish these statutory rights in any way – it simply provides our customers with an additional option.
A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a customer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights).
Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:
1. See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process. Alternatively, find our Terms and Conditions online here: https://zero-sole.com/terms-conditions.
2. You can contact us at customerservices@zero-sole.com to request a copy of the relevant Terms and Conditions, to ask which of our Terms and Conditions are applicable to your purchase, or to request more information about your rights.