Refund policy
Return & Refund Policy
Zorvell Official Website: zorvell.com
Customer Service: contact@zorvell.com
Effective Date: 23 October 2026
1. Return Window
Zorvell accepts returns within 30 calendar days from the date your order is marked as delivered by the carrier, subject to the conditions outlined in this policy and your statutory consumer rights.
To initiate a return, please contact us at contact@zorvell.com before sending any item back. Our customer service team will provide instructions on how to proceed. Returns sent without prior authorisation may not be accepted, subject always to your statutory rights.
2. Free Returns for First Orders
For your first purchase with Zorvell, we offer free returns within 14 days of delivery, for any reason, subject to the conditions of this policy.
Simply contact us at contact@zorvell.com to request a return. Where applicable, we will provide a prepaid return label and instructions for returning your item.
This benefit applies to first-time customers only. Your statutory consumer rights remain unaffected.
3. Return Eligibility
To be eligible for a return under our voluntary returns policy, items should meet the following conditions:
- Unused and in their original condition, apart from any handling reasonably necessary to inspect the item.
- Free from damage, stains, odours or alterations beyond what is reasonably necessary to inspect the item.
- Returned with the original packaging, where reasonably possible.
- Accompanied by any original tags, labels, dust bags, inserts and accessories supplied with the product, where applicable.
For bags and accessories, we recommend trying the item indoors and handling it carefully to avoid marks, scratches or other damage.
Zorvell reserves the right to assess returned items in accordance with this policy and applicable consumer law. Nothing in this section limits your statutory rights, including your right to inspect goods to establish their nature, characteristics and functioning.
4. Return Shipping
Once your return has been authorised, Zorvell will provide the relevant return instructions.
Where Zorvell has agreed to cover the cost of a return, we will provide a prepaid return label or explain the appropriate arrangements.
For returns made under your statutory cancellation rights, you may be responsible for the direct cost of returning the goods if you were informed of this before placing your order, unless we have agreed to cover the cost or applicable law requires otherwise.
In certain circumstances, at our discretion and where appropriate, we may allow you to keep an item rather than return it while we process an agreed refund or other resolution. Our customer service team will confirm any such arrangement directly.
5. Inspection Process
Returned items will be inspected upon arrival at our fulfilment centre, where an inspection is necessary.
The inspection process is normally completed within 3–7 business days after the returned package has been received.
If the return meets the applicable requirements, we will proceed with the relevant refund or resolution.
This inspection period does not extend or override any statutory refund deadlines that apply to your return.
6. Refunds
Approved refunds will normally be issued to your original payment method within 2–8 business days after approval, subject to any statutory deadlines that apply.
You will receive a confirmation email once your refund has been processed.
Refunds may include:
- The purchase price of the returned item or items.
- Standard delivery charges where required by applicable consumer law.
Refunds may not include:
- Additional delivery charges selected by the customer, such as express or premium delivery, where the law permits these charges to be excluded.
- Customs duties, import taxes or carrier handling fees, except where applicable law or the circumstances of the order require otherwise.
Once a refund has been issued, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.
Where a statutory cancellation right applies, refunds will be processed in accordance with the applicable legal requirements, including the relevant refund deadlines.
7. Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrect or materially different from its description, please contact us at contact@zorvell.com as soon as possible.
Please include the following information in your email:
- Your full name.
- Your order number.
- A description of the issue.
- Photos or video clearly showing the problem, where applicable.
Once we have reviewed your request, Zorvell will explain the appropriate next steps in accordance with your statutory rights.
Depending on the circumstances and applicable law, the available resolution may include:
- A replacement at no additional cost.
- A repair, where applicable and appropriate.
- A price reduction.
- A full or partial refund, where legally appropriate.
Where a return is required, we will provide the necessary instructions. Zorvell will cover reasonable return costs for faulty, damaged or incorrectly supplied goods where required by law.
In certain circumstances, we may allow you to keep the item rather than return it.
We may request further information or the return of an item where reasonably necessary to investigate the issue, provided that doing so does not restrict your statutory rights.
8. Non-Returnable Items
Certain products may be excluded from our voluntary returns policy where permitted by law, including:
- Personalised or custom-made products, subject to applicable statutory exceptions.
- Items clearly identified as final sale, where permitted by law.
- Items damaged as a result of misuse, negligence or failure to follow the care instructions, where the damage is not attributable to a fault present at delivery.
Any applicable legal exceptions for sealed goods that are unsuitable for return for health protection or hygiene reasons will be applied only where the relevant legal requirements are met.
Nothing in this section affects your statutory consumer rights. A faulty or incorrectly described item may still qualify for a remedy even if it falls within a category excluded from our voluntary returns policy.
9. Incorrect or Incomplete Delivery Address
Customers are responsible for providing a complete and accurate delivery address at checkout.
If an order is returned to us because an incorrect or incomplete address was provided by the customer, please contact us to discuss the available options.
Where reshipment is possible, additional delivery charges may apply if permitted by law and agreed with the customer.
Refund requests in these circumstances will be assessed on a case-by-case basis, taking into account the delivery circumstances and applicable consumer law.
Nothing in this section excludes any rights you may have where an order has not been delivered in accordance with the contract.
10. Exchanges
Zorvell does not currently offer direct exchanges.
If you would like a different bag, colour, style or accessory, please contact our customer service team to arrange a return where eligible and place a new order separately.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
11. Your Statutory Consumer Rights
United Kingdom
Nothing in this Return & Refund Policy affects your statutory rights under UK consumer protection law.
For most online purchases, UK consumers have a 14-day statutory cancellation period, beginning on the day after the goods are received. If you exercise this right, you generally have a further 14 days to return the goods.
Where the statutory cancellation right applies, you may cancel your order without giving a reason.
You may handle and inspect goods to the extent necessary to establish their nature, characteristics and functioning, as you would reasonably be able to do in a shop. You may be liable for diminished value resulting from handling beyond what is necessary to inspect the goods, where the applicable legal requirements are met.
Unless Zorvell has agreed to cover the cost, you may be responsible for the direct cost of returning goods when exercising your statutory cancellation right, provided you were informed of this before placing your order.
Where a statutory cancellation right applies, eligible refunds will be processed in accordance with UK law. This generally includes the standard delivery cost, although additional costs arising from your choice of a more expensive delivery method may be excluded.
For faulty goods or goods that are not as described, you may have additional rights under the Consumer Rights Act 2015, including rights to a repair, replacement, price reduction or refund, depending on the circumstances.
For qualifying faulty goods, you generally have a 30-day short-term right to reject and receive a refund, subject to the applicable legal requirements and exceptions.
These statutory rights are in addition to Zorvell's voluntary returns policy and are not restricted by the terms of this policy.
12. Customer Support
If you have any questions about returns, refunds, faulty items or your consumer rights, please contact our customer service team.
Email: contact@zorvell.com
Website: zorvell.com
Instagram: @zorvell.uk
Our customer service team will be happy to assist you with your request.
Zorvell
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