1. Returns & Refund Policy

Last updated: 5 September 2026

At Zova London, we want you to be satisfied with your purchase. This Returns & Refund Policy explains your rights and how returns, cancellations and refunds are handled.

Cancelling Your Order

If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days after receiving your goods, without giving a reason, subject to applicable exceptions.

To exercise your right to cancel, contact us through the contact form on our website within the applicable cancellation period.

Returns

After notifying us that you wish to cancel, please return the eligible product in accordance with the return instructions provided by our customer service team.

Products should be returned with all original components and packaging where reasonably possible.

You are responsible for taking reasonable care of the products while they are in your possession.

Hygiene & Sealed Products

For health and hygiene reasons, certain sealed goods may not be eligible for cancellation once their seal has been broken where the applicable legal requirements for this exception are met.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or otherwise not as described.

Faulty or Damaged Products

If your product arrives damaged, faulty, or incorrect, please contact us through our contact form as soon as possible.

Please include your order number and, where appropriate, photographs showing the issue so that we can investigate.

Your statutory rights under UK consumer law are not affected by this policy.

Refunds

Where a refund is due, it will be issued to the original payment method.

We aim to process approved refunds promptly and within the time limits required by applicable UK consumer law.

Depending on your payment provider, additional processing time may be required before the funds appear in your account.

Return Shipping

Where you are exercising a standard change-of-mind cancellation right, you may be responsible for the direct cost of returning the goods where permitted by law and where you were informed of this before purchase.

Where goods are faulty, damaged, incorrect or otherwise not compliant with your statutory rights, we will handle return costs as required by applicable law.

Contact

For cancellations, returns or refunds, please contact us through the contact form on our website.

Zova London
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