Last Updated: 01/12/25
At ZKV, we are committed to providing high-quality home furnishings and décor, and we want every customer to be fully satisfied with their purchase. This Returns & Refunds Policy outlines the procedures for returning products, requesting refunds, and resolving issues related to non-delivery or damaged items.
By purchasing from ZKV, you acknowledge that you have read and agree to the terms outlined in this policy.
1. Returns
1.1 Eligibility for Returns
- Customers may request a return of any item purchased from ZKV within 30 calendar days of receipt.
- To be eligible, the item must be unused, unwashed, undamaged, and in its original packaging with all tags, labels, and accessories intact.
- Certain items may not be eligible for return due to hygiene, safety, or bespoke customization. Such items will be clearly indicated on the product page.
1.2 Initiating a Return
- To initiate a return, customers must contact our customer service team at info@zkvstore.com with their order number, product details, and reason for return.
- Our team will provide instructions and a returns authorization if the item qualifies.
1.3 Return Shipping
- Customers are responsible for the cost of return shipping unless the item is defective, damaged, or incorrect.
- Returns should be shipped using a trackable shipping service to ensure safe delivery. ZKV is not responsible for items lost in transit during the return process.
2. Refunds
2.1 Processing Refunds
- Upon receipt and inspection of the returned item, ZKV will process a refund to the original payment method.
- Refunds typically take 5–10 business days to appear in your account, depending on your payment provider.
2.2 Non-Delivery Refunds
- If an item is not delivered within 14 calendar days from the date of purchase, customers are entitled to request a full refund, including the original shipping cost.
- Customers should contact info@zkvstore.com to report non-delivery. ZKV will investigate and process the refund promptly.
2.3 Partial Refunds
- In cases where items are returned in a condition that does not meet the eligibility criteria, ZKV reserves the right to issue a partial refund or reject the return entirely.
3. Damaged or Defective Items
3.1 Reporting Damaged Items
- Customers must report damaged, defective, or incorrect items within 48 hours of delivery.
- A photograph of the damage or defect is required to process a replacement or refund.
3.2 Resolution Options
- Upon verification, ZKV will offer one of the following remedies:
- Replacement of the item at no additional cost, or
- Full refund to the original payment method.
4. Chargebacks
- In the unlikely event that a refund is not received through our standard process, customers may apply for a chargeback through their bank or payment provider.
- We strongly encourage customers to contact ZKV first to resolve any issues before initiating a chargeback, as this ensures a faster and smoother resolution.
5. Exceptions and Non-Returnable Items
Certain products are non-returnable, including but not limited to:
- Custom or personalized items
- Items marked as non-returnable due to hygiene or safety reasons
- Perishable goods, if applicable
All such exceptions will be clearly indicated on the product listing.
6. Customer Responsibilities
- Ensure that returned items are securely packaged to prevent damage during shipping.
- Retain proof of postage or tracking information until the return is processed.
- Provide accurate and complete information when requesting a return or refund.
7. Legal Rights
- This Returns & Refunds Policy is without prejudice to your statutory rights under UK consumer law, including the Consumer Rights Act 2015, which provides rights regarding faulty or misdescribed goods.
- Customers are entitled to remedies under the law in addition to the procedures outlined in this policy.
8. Contact Information
For any questions, concerns, or to initiate a return or refund request, please contact our customer service team:
📧 info@zkvstore.com
📍 9 Allan Street, Peterlee, England, SR8 3QH