Returns Policy

We want you to love every purchase you make from zilrone.com. If you change your mind or aren't completely satisfied, we've made returns simple and straightforward. This Returns Policy explains your rights and how to return an item.

1. 30-day returns window

You have 30 days from the date you receive your order to request a return. If 30 days have passed, we unfortunately cannot offer you a refund or exchange. Your statutory rights are not affected by this policy.

2. Conditions for returns

To be eligible for a return, your item must be:

• Unused, unworn, and in the same condition as when you received it
• In its original packaging (including tags, if applicable)
• Accompanied by a proof of purchase (order confirmation or delivery note)

Please note that certain items are not eligible for return, including:

• Personalised or custom-made items
• Perishable goods (e.g. food, flowers)
• Gift cards and vouchers
• Intimate items or swimwear (for hygiene reasons)

3. How to start a return

To initiate a return, please follow these steps:

• Contact our customer service team at service@email.com with your order number and reason for return
• We will provide you with a return authorisation and instructions on where to send your item
• Pack the item securely in its original packaging and include your order number
• Send the parcel to the address provided – we recommend using a tracked delivery service, as we cannot accept responsibility for items lost in transit

4. Return shipping costs

For UK returns, we offer free returns – we'll provide you with a prepaid returns label when you request a return. For international returns, you will be responsible for the return shipping costs.

5. Refunds

Once we receive your returned item:

• We will inspect it to confirm it meets our return conditions
• We will process your refund within 7 working days of receiving the returned parcel
• Refunds will be issued to the original payment method used at checkout
• You will receive an email confirmation once your refund has been processed

Please note that original shipping fees are non-refundable (unless the return is due to our error). Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

6. Exchanges

If you wish to exchange an item for a different size, colour, or product, the quickest way is to return the original item for a refund and place a new order separately. This ensures you get the replacement item as quickly as possible.

7. Damaged or faulty items

We apologise if your order arrives damaged or faulty. Please contact us immediately at service@email.com with photos of the damage and your order number. We will arrange a replacement or a full refund, including any shipping costs, as quickly as possible.