Refund policy

Last updated: October 27, 2026

At Zavora, we want you to feel confident when placing an order with us. Please read this policy carefully before making a purchase.

Order Cancellations

You may request a cancellation within 24 hours of placing your order, provided the order has not yet entered the shipping or fulfillment process. To request a cancellation, email support@thezavora.com as soon as possible with your order number.

Once an order has been processed, fulfilled, or handed over for shipping, it can no longer be cancelled. Submitting a request within 24 hours does not guarantee cancellation if the order has already entered the shipping process.

Change of Mind

We do not accept returns or provide refunds for change of mind. This includes situations where you no longer want the product, ordered by mistake, or decided you no longer need the item. Please review your order carefully before completing your purchase.

Exchanges

We do not accept exchanges.

Damaged or Defective Products

If your product arrives damaged or defective, you may request a return within 15 days of delivery. Please email support@thezavora.com and include:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the product and the problem
  • Photos of the packaging, where relevant

Once we review your request and confirm the issue, we will approve your return and refund. If we confirm an item is damaged or defective, you will not be required to pay the return shipping cost.

Wrong Product Received

If you receive a product different from the one you ordered, contact us within 15 days of delivery. After verification, we will provide instructions for the incorrect item and arrange a refund.

Missing Items

If an item is missing from your order, please contact us as soon as possible at support@thezavora.com with your order number and details of the missing item. We may ask for photos of the package and the items you received so we can investigate.

Orders That Never Arrive

If your tracking shows unusual delays or you believe your order is lost in transit, contact us at support@thezavora.com. We will review the tracking information and contact the shipping carrier where necessary. If an order is confirmed as lost, we will provide a refund or replacement. An order is not considered lost solely because it is still within the estimated delivery timeframe.

Refused or Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address. If a package cannot be delivered because the address was incorrect or incomplete, or because the customer refused or failed to accept delivery, additional shipping or handling costs may apply. Any refund in these circumstances will be assessed after the package has been returned to us and inspected.

Return Authorization

Please do not send any product back without contacting us first. All returns must be approved by our customer support team, who will provide the return instructions. Items returned without prior authorization may not be accepted or refunded.

Condition of Returned Products

Approved returns should be sent back with any accessories, components, manuals, or other items originally included, where applicable. We reserve the right to reject a return or reduce a refund if the product has been intentionally damaged, altered, misused, or returned incomplete. This does not affect claims for products that were already damaged or defective on delivery.

Refunds

Approved refunds are issued to the original payment method. We process approved refunds within 5-7 business days. After that, the time for the funds to appear in your account depends on your bank, card issuer, or payment provider. We will notify you when your refund has been approved and processed.

Shipping Charges

For products we confirm to be damaged, defective, or incorrect, Zavora will cover the reasonable cost of the authorized return. In all other cases, original shipping charges and return shipping charges are generally not refundable, unless otherwise required by applicable law.

Contact Us

If you have any questions about cancellations, returns, or refunds, please contact our customer support team:

  • Email: support@thezavora.com
  • Phone: +44 7338 137885
  • Support Hours: Monday to Friday, 7:00 AM to 12:00 PM (ET)
  • Business Address: 28 Campbell Rd, Twickenham TW2 5BY, United Kingdom. This is the address from which we operate our website. It is not a returns address, and we do not fulfill orders from this location. Please do not send returns here.

We aim to respond to all enquiries within 24 business hours.