Return & Refund Policy

Returns, Cancellations & Refund Policy – Zury

At Zury, your satisfaction is our top priority. We are committed to offering high-quality products alongside transparent and reliable customer service.

If for any reason you are not entirely satisfied with your purchase, please review our policy below, written in accordance with Shopify Payments guidelines.

🔄 Returns & Exchanges

We accept returns for defective or damaged items within 30 days of delivery.

To be eligible for a return, items must be:

  • Unused and unworn

  • In their original packaging

  • With all original tags attached

Please note:

  • Sale items are non-refundable, but may be exchanged for a different size or another item of equal or lesser value.

  • Return shipping is free on your first return. For additional returns, customers are responsible for postage costs.

  • For exchanges (e.g. size or colour), we will cover the shipping costs for the replacement item.

To initiate a return, please contact us at info@zuryuk.com to request a Return Authorisation number. Returns without prior approval may not be accepted.

📦 Incorrect Address / Return to Sender

If an order is returned to us due to an incorrect or incomplete delivery address, the customer will be responsible for:

  • The return postage fee charged by the courier

  • A new shipping fee to resend the item

If you choose to cancel instead, we will issue a refund minus all shipping costs incurred.

🚫 Non-Returnable Items

The following items are not eligible for return or refund:

  • Gift cards

  • Personalised or made-to-order items

  • Products returned used, damaged, or without original tags

📦 Items Marked as Delivered but Not Received

If tracking confirms delivery but the customer reports non-receipt:

  • Zury is not liable for refunds or replacements.

  • Please check with household members, neighbours, or your local delivery depot in such cases.

🕓 Right to Cancel

You may cancel your order before it has been shipped to receive a full refund.

If the order has already been dispatched, you will need to receive and return the item before a refund can be processed.

Under the Consumer Contracts Regulations, you also have the right to cancel your purchase within 14 calendar days of receiving the item.

To cancel:

  1. Email us at info@zuryuk.com within the 14-day window.

  2. Once approved, return the item within 3 working days. Late returns may not be accepted.

💳 Refunds

Once your return is received and inspected, you will be notified by email regarding the approval status of your refund.

If approved:

  • Refunds will be processed within 14 business days to your original payment method.

  • Delivery charges will only be refunded if you selected standard shipping.

  • A valid tracking number for the returned parcel is required for processing.

⚠️ Important Notes

  • We reserve the right to refuse returns that do not meet the conditions outlined in this policy.

  • Items must be returned unused, unopened, and in their original condition and packaging.

  • Customers are liable for any decrease in value resulting from improper handling of the item.

If you have any questions or require assistance, please contact us at info@zuryuk.com – we’re happy to help.