Refund & Returns Policy

1 Your right to change your mind (14-day cooling-off period)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order and return most items within 14 days of receiving them — for any reason, no explanation needed.

Here’s how it works:

• The 14-day period starts the day after you (or someone you nominated) receive the goods.
• You must notify us of your decision to cancel within those 14 days by emailing sales@zaimnaltd.store.
• You then have a further 14 days to send the item back to us.
• We’ll refund the full purchase price (including standard delivery costs) within 14 days of receiving the returned item, or of you providing proof of return — whichever comes first.

📋 Conditions for change-of-mind returns

To qualify for a full refund, items must be:

• Unused and in the same condition you received them.
• In their original packaging, with all tags, manuals, and accessories included.
• Returned within 14 days of notifying us.

2 Faulty, damaged, or incorrect items

We want every order to arrive in perfect condition. If something isn’t right, we’ll fix it — fast and free.

🛠️ If your item is faulty or damaged on arrival

Please contact us at sales@zaimnaltd.store within 30 days of delivery, with:

• Your order number.
• A description of the fault or damage.
• Photos showing the issue (this helps us resolve it much faster).

We’ll arrange a replacement, repair, or full refund — including return postage — at no cost to you. You choose what works best.

📦 If you received the wrong item

We’ll send the correct item right away and cover the cost of returning the incorrect one. Just let us know within 30 days.

🔄 Faults that appear later

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If a fault appears:

• Within 30 days: you’re entitled to a full refund, replacement, or repair — your choice.
• After 30 days but within 6 months: we’ll offer a repair or replacement. If neither is possible, you may be entitled to a refund.
• After 6 months: the burden is on you to show the fault existed at delivery — but we’ll always try to help fairly.

3 How to return an item — step by step

We’ve kept the process as simple as possible:

📍 Return address

Please do not send returns until you’ve contacted us and received a returns reference. Once approved, send your item to:

4 Refund times and methods

Once we’ve received and inspected your return, we’ll process your refund within 14 days (usually much faster — often within 2–3 working days).

Refunds are issued to your original payment method. Here’s when you can expect the money to appear:

If you haven’t received your refund within 14 days of our confirmation email, please contact us at sales@zaimnaltd.store — we’ll chase it up for you.

5 What we can’t accept for return

For hygiene, safety, and legal reasons, we can’t accept returns on:

• Personalised or customised items made to your specification.
• Perishable goods (e.g. plants, seeds, or live garden products that have deteriorated).
• Items that have been used, washed, or damaged after delivery (unless faulty).
• Items missing parts, tags, or original packaging (for change-of-mind returns).
• Hygiene-sensitive products that have been opened (e.g. kitchen items used with food), unless faulty.
• Gift cards and downloadable digital products.

If you’re unsure whether your item qualifies, just ask us before returning it — we’re happy to advise.

6 Can I exchange an item?

Yes! If you’d like to swap an item for a different colour, size, or product of equal value, just let us know. We’ll guide you through the process.

For exchanges:

• The original item must meet the same conditions as a change-of-mind return.
• We’ll dispatch the replacement once we’ve received the original item.
• If the replacement costs more, we’ll send you a secure payment link for the difference.
• If it costs less, we’ll refund the difference to your original payment method.

7 Who pays for return shipping?

8 Cancelling an order before it ships

If you change your mind after placing an order but before it’s been dispatched, contact us as soon as possible at sales@zaimnaltd.store.

If your order hasn’t shipped yet, we’ll cancel it and issue a full refund immediately. If it’s already on its way, don’t worry — you can still return it under our 14-day change-of-mind policy once it arrives.

9 Damaged in transit

If your parcel arrives visibly damaged, please:

1. Refuse the delivery if possible, or accept it and note the damage with the courier.
2. Take photos of the damaged packaging and item.
3. Email us at sales@zaimnaltd.store within 48 hours of delivery.

We’ll resolve it quickly — replacement, repair, or refund, including postage. Your choice.

10 Need help? Contact us

Our small team is here to help with any return, refund, or order question. We aim to reply to all messages within 1–2 working days.

⚖️ Your statutory rights

Nothing in this Refund & Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. These laws give you important protections as a UK consumer — and we’re committed to honouring them fully.

If you believe we haven’t handled your return fairly, you can contact Citizens Advice (citizensadvice.org.uk) for free, impartial advice. We’d much rather sort it out with you directly first, though — so please give us a chance to make things right.