Refund and Returns Policy

At Zeeluxe, we want you to be happy with your purchase. This policy explains your rights and how to return an item or request a refund. Nothing in this policy affects your legal rights as a consumer, including your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you have any questions, contact us at info@zeeluxe.co.uk.

1. Your 14-day right to cancel (change of mind)

Because you bought from us online, you have a legal right to cancel your order within 14 days of receiving it, for any reason, under the Consumer Contracts Regulations 2013.

• To cancel, email us at info@zeeluxe.co.uk within 14 days of receiving your item and let us know you wish to cancel. A clear statement is enough.

• After telling us, you have a further 14 days to send the item back to us.

• We will refund the price of the item plus the standard delivery cost you originally paid. (If you chose a faster, more expensive delivery upgrade, we refund only the cost of our standard delivery.)

• This change-of-mind right does not apply to cosmetic products once they have been opened or unsealed — see Section 2.

As a goodwill gesture, we also accept change-of-mind returns of unopened, sealed items for up to 30 days from delivery.

2. Hygiene exemption for opened cosmetics

Our products are cosmetics applied to the skin and hair. For health and hygiene reasons, the law allows us to decline a change-of-mind return once a sealed product has been opened or unsealed after delivery, because we cannot safely resell it.

In practice:

• If a product is still sealed and unopened, you may return it under your 14-day cancellation right (or our 30-day goodwill window).

• If a product has been opened or unsealed, we cannot accept a change-of-mind return.

This exemption does not apply to faulty, damaged or incorrect items (see Section 3). Your rights for faulty goods always apply, even if the product has been opened.

3. Faulty, damaged or incorrect items (your statutory rights)

If your item is faulty, damaged on arrival, or not what you ordered, you are entitled to a remedy under the Consumer Rights Act 2015 — whether or not it has been opened.

• If you tell us within 30 days of receiving a faulty item, you have the right to reject it for a full refund.

• After 30 days, you may be entitled to a repair, a replacement, or a refund.

• We cover the return postage for faulty, damaged or incorrect items. Please send us a photo or a short description of the problem so we can arrange this for you.

4. How to return an item

1. Contact us at info@zeeluxe.co.uk to start your return.

2. We'll send instructions, including the return address and any form you need.

3. Pack and post the item securely in suitable packaging. For change-of-mind returns, please use a tracked service — until the item reaches us it remains your responsibility, so tracked postage protects you if it goes missing in transit.

Who pays return postage:

• Faulty, damaged or incorrect items: we pay.

• Change-of-mind returns: you pay the return postage. Return postage is not refundable.

5. Non-returnable items

• Gift cards.

• Opened or unsealed cosmetic products, for hygiene reasons (see Section 2) — except where the item is faulty.

• Sale or clearance items, except where faulty — your statutory rights for faulty goods still apply in full.

6. Refunds

Once we receive and inspect your return, we will let you know whether your refund is approved.

• Approved refunds are made to your original payment method.

• We will process refunds within 14 days of receiving the item back, or — for cancellations — within 14 days of you giving us proof that you have sent it back, whichever is sooner.

• Depending on your bank or card provider, it may take a few additional days for the refund to appear in your account.

• If a returned item reaches us with its value reduced because it was handled more than was necessary to check it (beyond how you could reasonably examine it in a shop), we may reduce your refund to reflect that loss in value, as the law allows.

7. Incorrect delivery details

If a parcel is returned to us undelivered because incorrect or incomplete delivery details were provided at checkout, we will contact you to arrange redelivery (a further postage charge may apply) or to refund the cost of the item, less the original delivery cost.

Contact

Zeeluxe Ltd info@zeeluxe.co.uk , London, SE7 7TT, United Kingdom