Refund policy

Refunds and Returns Policy - Zertoo

Refunds We value your satisfaction and will work with you to find the best solution if something isn't right with your order. Our 30-day guarantee exceeds your 14-day statutory cancellation rights. Refunds are available for eligible items within the specified return period, but we encourage you to contact us so we can explore the best options together.

To be eligible for a refund:

  • Your item must be unused and in the same condition you received it (unless faulty).
  • Your item must be in the original packaging.
  • A receipt or proof of purchase is required. Please contact us before sending your product back at hello@zertoo.com — our team will guide you through the process.

Defective Items If your item arrives defective or damaged, email us at hello@zertoo.com with details and a photo. Under the Consumer Rights Act 2015, we will promptly review your case and arrange the most suitable solution, which may include a replacement, repair, or refund when necessary.

Incorrect Address or Delivery Failure If an incorrect address is provided at checkout and delivery fails, we can reship the order once the correct address is confirmed (shipping fees will apply). If delivery is refused or returned to us, shipping costs will be deducted from any applicable refund.

Exchanges We replace items only if they are defective, damaged, or sent in error. If you need an exchange, email hello@zertoo.com. For defective items, we cover all shipping costs as required by law.

Late or Missing Refunds If you're expecting a refund but haven't received it:

  1. Check your bank account again.
  2. Contact your credit card company (some delays may occur).
  3. Contact your bank for processing updates.

If you still haven't received it after these steps, email us at hello@zertoo.com and we'll assist. Refunds will be processed within 14 days as required by law.

VIP Club Subscription You can cancel anytime with no penalties or fees through our online portal at zertoo.com/pages/cancel-membership, by emailing hello@zertoo.com, or by phone at +44 808 160 7155. Enjoy your 21-day free trial with no obligations. If the VIP Club isn't right for you, simply cancel before the trial ends to avoid any charges. After the trial, your subscription auto-renews at $29.99 USD (VAT included where applicable) per month, but you can stop future renewals anytime. You'll keep full access to your benefits until the end of the current billing cycle, with no additional charges. You also have a 30-day money-back guarantee which exceeds the 14-day statutory requirement. If you're still unsure or need assistance with your subscription, reach out to our support team. We'll review your situation and work to find the best solution for you.

Return Center To initiate a return, contact us at hello@zertoo.com or call +44 808 160 7155 to receive instructions. Do not send products back without confirmation, as this may delay the process.

Contact Information: Email: hello@zertoo.com Phone: +44 808 160 7155 Customer Service Hours: Monday to Friday, 8:00 AM – 4:00 PM (GMT) Response Time: Three (3) business days

Your Consumer Rights This policy is in addition to your statutory rights. For more information, visit Citizens Advice at citizensadvice.org.uk or Trading Standards at tradingstandards.uk.