Refund policy

At Zuvello Toys Ltd, we want you to be happy with your purchase. If something is not right with your order, we will do our best to help. Please read our Return and Refund Policy below.

1. Return Eligibility

You may request a return if:

  • Your item is unused, in its original condition and, where applicable, in its original packaging.
  • You contact us within 2days of receiving your order.
  • You provide your order number and a brief reason for the return.

Some products may need to be returned with all accessories, instructions and included parts.

Your legal rights are not affected by this policy. If an item is faulty, damaged, misdescribed or otherwise does not meet your legal rights, you may be entitled to a remedy even if it does not meet our standard return conditions.

2. Return Timeframe

For eligible change-of-mind returns, please contact us within 2days of delivery.

For online orders in the UK, consumers generally have a legal right to cancel most purchases within 14 days of receiving the goods, followed by a further 14 days to return them after notifying the seller. Exceptions may apply to certain products.

To request a return, email hello@zuvello.co.uk with your order number and the reason for your request. Please wait for our instructions before sending an item back.

3. Refund Process and Timing

Once we receive your returned item, we will inspect it and notify you of the outcome.

If your refund is approved:

  • We will issue the refund to your original payment method wherever possible.
  • We aim to process approved refunds within 14 days.
  • Your bank or payment provider may take additional time to make the funds available in your account.
  • Where required by law, refunds will be issued within the applicable legal timeframe.

For eligible statutory cancellations, we will refund the standard outbound delivery cost where required by law. Any additional cost you chose to pay for premium delivery may not be refundable.

4. Exchanges

If you would like a different item, colour or variation, please contact us at hello@zuvello.co.uk.

Exchanges are subject to stock availability. If an exchange is unavailable, we can discuss a refund or another suitable solution.

Where appropriate, we may ask you to return the original item before sending a replacement.

5. Damaged, Defective or Incorrect Items

We are sorry if your order arrives damaged, faulty or different from what you ordered.

Please contact hello@zuvello.co.uk as soon as possible and include:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the item and packaging, if possible.

We will review the issue and explain the next steps. Depending on the circumstances and your legal rights, we may offer a replacement, repair, refund or another appropriate remedy.

You will not be required to pay return postage for an item that is faulty, damaged or incorrectly supplied where we are responsible for the issue. We will explain how the return will be arranged.

6. Non-Returnable Items

Some items may not be eligible for change-of-mind returns where a legal exception applies. These may include:

  • Personalised or custom-made products.
  • Sealed items that are unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions apply.
  • Items that have been clearly identified as non-returnable where permitted by law.

For safety and hygiene reasons, we may ask that toys and accessories be returned in a suitable condition. However, we will not exclude any return or remedy that you are legally entitled to.

This section does not remove your legal rights regarding faulty, damaged or misdescribed goods.

7. Return Shipping Costs

For eligible change-of-mind returns, the customer is responsible for return postage only where we have clearly informed you of this requirement before purchase and the law allows it.

If an item is faulty, damaged, incorrect or otherwise qualifies for a remedy for which we are responsible, we will cover the reasonable return costs or provide an appropriate return method.

Please use a tracked delivery service for returns where possible and keep your proof of postage. We cannot guarantee reimbursement for unauthorised return costs.

8. How to Contact Us

To request a return, exchange or refund, contact us using the details below.

Business name: Zuvello Toys Ltd
Email: hello@zuvello.co.uk
Business address: 129A Wembley Hill Road, Wembley, HA9 8DT, United Kingdom

Please include your order number in all communications so we can assist you more quickly.

We aim to respond to customer enquiries within 2 business days.

Thank you for shopping with Zuvello. We appreciate your trust and will always aim to handle return and refund requests fairly and transparently.