Returns & Refunds
We want you to be completely happy with your order. If something isn't right, or you've simply changed your mind, we're here to help make returns and refunds as straightforward as possible.
Can I return an unwanted product?
If you've ordered a product you no longer want, you can return it to us for a full refund within 30 days of receiving your order, as long as it is:
- Unopened and still in its original sealed packaging
- Unused and in its original condition
- Within its best-before or expiry date
You don't need to send your return in the original delivery box. Just make sure the product is well protected in whatever packaging you use, so it reaches us undamaged.
For health protection and hygiene reasons, products must remain unopened and in their original sealed packaging to be eligible for a change-of-mind return. This does not affect your rights if an item is faulty, damaged, incorrect or not as described.
For UK orders, we cover the cost of returns, so there's nothing to pay to send an unwanted item back. Just email our customer service team (details below) and we'll arrange a prepaid returns label for you. Please don't send anything back before contacting us, so we can make sure your return reaches the right place and is refunded quickly.
If you cancel an eligible UK order, we will also refund the cost of standard delivery.
What if my product is faulty, damaged or incorrect?
If your product arrives damaged, is faulty, or isn't what you ordered, please get in touch as soon as you notice the problem, ideally within 30 days of receiving your order so that we can resolve it quickly. This does not affect your statutory rights. Email us at customerservice@zitawestproducts.co.uk with:
- Your order number
- A brief description of the problem
- A photograph showing the issue (for damaged or faulty items)
We'll then arrange either a free replacement or a full refund, whichever you prefer, and we'll cover any return postage. You won't be asked to pay to put right a mistake or a fault that's ours.
Can I exchange a product?
We don't offer direct exchanges. If you'd like a different product, simply return your unwanted item for a refund under the terms above and place a new order for the product you'd prefer.
How long will my refund take?
Once we have received your returned item, or you have provided suitable proof that it has been returned where applicable, we will process your refund to your original payment method. We aim to issue refunds within 14 days of receiving the return or proof of return. You'll receive an email to confirm once it's on its way. Depending on your bank or card provider, it can take a few extra days for the money to appear in your account.
How to start a return
- Email our customer service team at customerservice@zitawestproducts.co.uk, quoting your order number and letting us know whether you'd like a refund or replacement.
- We'll reply with a prepaid returns label and confirm the return address.
- Pop the item in suitable packaging, attach the label, and send it back to us.
We recommend keeping your proof of postage until your refund or replacement has been confirmed.
Can I cancel or change my subscription?
If you have a subscription with us, you're in control. You can cancel, switch products or change your next delivery date at any time through your online account portal, or by contacting our customer service team at customerservice@zitawestproducts.co.uk.
You can amend or cancel your subscription at any time up until midnight the day before your next renewal date. We'll send you a reminder 3 days in advance to give you time to make any changes.
Should an unwanted renewal go through, please contact us at customerservice@zitawestproducts.co.uk as soon as possible, quoting your order number. If the order has not yet been dispatched, we will cancel and process a full refund for you. If it has already been dispatched, our standard returns policy outlined above will apply.
Can I return an order from outside the UK?
Free returns apply to UK orders only. If you're returning an item from outside the UK, the cost of return postage is your responsibility, so we recommend using a tracked service. Please contact our customer service team to let us know that it has been returned. Please note that any import duties or taxes originally paid may not be refundable.
Your statutory rights
Our 30-day returns policy is in addition to your statutory rights under UK consumer law. Nothing in this policy affects your legal rights. If a product is faulty, damaged, not as described or does not conform to the contract of sale, you may have additional rights under the Consumer Rights Act 2015. For eligible online orders, you also have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For more information about your rights, visit gov.uk/accepting-returns-and-giving-refunds.
Get in touch
If you have any questions about returning a product or about your refund, our customer service team is always happy to help:
Email: customerservice@zitawestproducts.co.uk
We aim to respond within 2 working days.
