If you wish to return goods to us for a refund, you will need to inform us of your intention within 7 working days of receiving the goods. This should be done in writing, by sending an email to firstname.lastname@example.org. Your email should include your full name, postal address, the invoice number and your reason for returning the goods. We will acknowledge your email and you are required to return the goods to us within 7 working days of the date of our email. Our email will provide you with a return address.
Zouf Ltd requires the goods are returned to us in the same conditions you received it, with all packaging and shrink wrap intact. It is your responsibility to take care to ensure that goods being returned are protected and securely packed. We will not be able to give refunds on goods damaged whilst being returned to us because they have been insufficiently packed and protected. The original delivery note should be enclosed with the goods. You are strongly recommended to obtain proof of posting as we cannot accept liabilities should the goods be lost during their return to us.
Once we have received the goods and are able to confirm that the above conditions have been met, a refund will be made. We will contact you by email to advise you of this. Refunds will only be made to the original purchaser, using the same method by which the original order was paid.
By law, customers located in the European Union, including the UK, purchasing goods from suppliers located in France, also have the right to withdraw from the purchase of an item within seven days of the day after the date the item is delivered. Where you are withdrawing from your purchase within the seven days working day cooling-off period, and there has been no error on our part, we will refund the cost of the item as follows:
- Where you are returning an item that was part of a larger order, we will refund the cost of the item and the charge for delivery of that particular item.
- Where you are returning an entire order, we will refund the cost of the items for the entire order returned excluding the delivery charge.
- Where we collect an item from you, we reserve the right to recover the costs of collection from you.
- We will not refund your costs in returning the items to us and other services provided to you in connection with your purchase such as the cost of gift wrapping, unless you return the item to us because of an error on our part or because it is defective.
If you are returning an item because of an error on Zouf’s part or because it is damaged or defective, we will refund the delivery charge incurred in sending the item to you and pay your costs of returning it to us. Please obtain a receipt of delivery in order to secure a refund for your delivery costs.
Zouf Ltd will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item(s) and to recover our fees and expenses from you.
In accordance with Distance Selling Regulations 2000, Zouf Ltd reserves the right not to offer refunds on items that have been designed or personalised at the customer’s request.
If you receive a made-to-order or bespoke item that is damaged or defective, you should contact zouf.biz immediately, within 7 business days, quoting your order reference number and explain the issue with the item. In the event of Zouf sending a replacement for a damaged or defective item, you must return the item to us within 7 days of the date on which Zouf Ltd confirms we will issue a replacement. If the item is not received within this date, Zouf Ltd reserves the right to charge the price of the replacement item to the payment card used for the original order.
Other items which cannot be returned for a refund for hygiene and safety reasons unless they are faulty:
- Perishable items
- Clothes damaged in the wash