Returns & Right of Withdrawal
Your 14-day right to cancel
If you are a consumer, you may cancel your online purchase within 14 days without giving any reason. The cancellation period begins on the day you, or a third party nominated by you other than the carrier, take physical possession of the goods. If an order contains multiple goods delivered separately, the period begins when the last item is received.
To exercise your right to cancel, send us a clear statement by email at [email protected] or by post to ZOREA DISTRIBUTION. You may use the model cancellation form below, but this is not mandatory.
To: ZOREA DISTRIBUTION; [email protected]
I hereby give notice that I cancel my contract for the sale of the following goods: [goods]; ordered on [date] / received on [date]; name of consumer(s); address of consumer(s); signature (only if notified on paper); date.
Returning goods
After notifying us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the day on which you informed us of your cancellation.
Unless we state otherwise before purchase, you are responsible for the direct cost of returning the goods. Please retain proof of postage or dispatch.
Goods should be returned complete and, where reasonably possible, in their original condition, with original labels and packaging. You are responsible only for any reduction in value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.
Refunds
We will reimburse all payments received from you for the cancelled order, including the cost of our least expensive standard delivery option, no later than 14 days after we are informed of your decision to cancel.
We may withhold reimbursement until we have received the goods back or you have provided evidence that the goods have been returned, whichever occurs first.
If you selected a delivery method that was more expensive than our standard delivery option, the additional delivery cost will not be refunded.
Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise. No additional fee will be charged for the refund.
Exceptions
The right to cancel does not apply where an exception under applicable UK consumer law applies, including, where relevant:
- Goods made to your specifications or clearly personalised
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery
- Goods that are liable to deteriorate or expire rapidly
- Sealed audio, video, or computer software products once unsealed
- Other goods or services for which cancellation rights are excluded under applicable law
Where an exception applies, we will make this clear on the relevant product page before you place your order.
Faulty, damaged, or misdescribed goods
Your cancellation rights are separate from your statutory rights under UK consumer law.
Under the Consumer Rights Act 2015, goods must be:
- Of satisfactory quality
- Fit for their intended purpose
- As described
- Installed correctly where installation forms part of the contract
If goods are faulty, damaged, misdescribed, or otherwise fail to meet these requirements, you may be entitled to legal remedies depending on the circumstances.
These remedies may include:
- A short-term right to reject qualifying goods and receive a refund
- Repair or replacement
- A price reduction
- A final right to reject the goods and receive a refund where the applicable legal conditions are met
Please contact us promptly at [email protected] with your order number and, where relevant, photographs or other supporting information so that we can review the issue and provide the appropriate remedy in accordance with applicable UK consumer law.
Sanctions compliance
Returns and refunds remain subject to the sanctions-compliance requirements set out in our Terms of Service and Shipping Policy, to the extent permitted by applicable law.