Refund policy

Return and Refund Policy

Last updated: 2 September 2026

We want you to be satisfied with your purchase. This policy explains your cancellation, return and refund rights when buying from Zorvella. Nothing in this policy limits your statutory rights.

Cancelling an online order

For most goods purchased online, you may cancel without giving a reason from the time you place the order until 14 days after the day you, or a person nominated by you, receives the goods. If an order is delivered in separate lots, the cancellation period runs from the day after the final lot is received.

To cancel, email zorvellalimited@gmail.com with your name, order number, the goods being cancelled and a clear statement that you wish to cancel. You may also use the model cancellation form below.

Returning cancelled goods

After telling us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after notifying us. Unless the goods are faulty, damaged, incorrect, or we agree otherwise, you are responsible for the direct cost of returning them. Please contact us before posting a return so that we can provide the correct instructions.

Goods should be securely packaged. You may handle them only as you reasonably would in a shop to establish their nature, characteristics and functioning. We may reduce the refund to reflect any loss in value caused by handling beyond this.

Refunds

We will refund the price paid and, where applicable, the cost of our least expensive standard delivery option. Any extra cost for an enhanced delivery option is not refundable. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever is earlier. Refunds will be made within 14 days of that point using the original payment method, unless you agree otherwise.

Faulty, damaged or incorrect goods

If goods are faulty, not as described, not fit for purpose, damaged on arrival or incorrect, contact us promptly at zorvellalimited@gmail.com with your order number and, where helpful, photographs. We will provide an appropriate remedy in line with the Consumer Rights Act 2015, which may include repair, replacement, price reduction or refund. We will cover reasonable return costs where the goods do not conform to the contract.

Items that may not be eligible for change-of-mind cancellation

The statutory right to cancel may not apply to certain goods, including sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed; goods made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; and sealed audio, video or computer software once unsealed. This does not affect rights relating to faulty or misdescribed goods.

Model cancellation form

To: Zorvella, 74 Liverpool Street, Salford, M5 4LT, United Kingdom; zorvellalimited@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods: [describe goods]. Ordered on/received on: [date]. Customer name: [name]. Customer address: [address]. Signature (only if submitted on paper): [signature]. Date: [date].