Terms of service

Welcome to Zuvello, operated by Zuvello Toys Ltd . These Terms of Service govern your use of our website and online store, including purchases of toys and related products.

By accessing our website or placing an order, you agree to these Terms and the policies referenced below. Please read them carefully before making a purchase.

1. Business Information

2. Account Terms

You must be legally capable of entering into a binding contract to make purchases through our store.

You agree to provide accurate, complete and up-to-date information when creating an account or placing an order. You are responsible for maintaining the confidentiality of your login details and for notifying us promptly if you suspect unauthorised access.

We may suspend or restrict an account where reasonably necessary to prevent fraud, misuse or security risks, subject to applicable law.

You may request account closure by contacting hello@zuvello.co.uk. We may retain certain information where required by law or for legitimate business purposes.

3. Pricing and Payment

All prices are displayed in British pounds sterling (GBP). Applicable taxes and any additional delivery charges will be disclosed as required by law before you complete your purchase.

We accept the payment methods displayed at checkout, which may include debit cards, credit cards, PayPal and other supported payment services.

Payments may be processed by third-party payment providers and may be subject to their own terms.

We reserve the right to change prices, promotions and discounts. However, price changes will not affect orders already accepted, except where permitted by law.

If a genuine pricing error or payment issue occurs, we may contact you to resolve the matter. If an order is cancelled after payment, any refund due will be handled in accordance with applicable law.

We will not impose undisclosed charges or use misleading pricing practices.

4. Product Descriptions and Availability

At Zuvello, we aim to provide accurate descriptions, photographs, specifications, age recommendations and safety information for our toys and other products.

Product colours and appearance may vary slightly because of lighting, photography or screen settings. Such variations do not affect your statutory rights if a product is faulty, misdescribed or otherwise fails to meet legal requirements.

All products are subject to availability. We may update listings or discontinue products when necessary.

We take product quality and safety seriously. Customers should read product instructions, age recommendations and safety warnings before use.

Nothing in these Terms limits your rights concerning defective, unsafe or incorrectly described products.

5. Order Placement and Acceptance

When you place an order, you are making an offer to purchase the selected products under these Terms.

An order confirmation email acknowledges receipt of your order but does not necessarily mean the order has been accepted.

We may decline or cancel an order for legitimate reasons, including product unavailability, suspected fraud, payment authorisation failure or a material pricing error.

If we cancel an order after receiving payment, we will notify you and arrange any refund due under applicable law.

We will not use cancellation rights to unfairly deny customers their statutory rights.

Please check your order details carefully before completing checkout. If you identify an error, contact hello@zuvello.co.uk as soon as possible.

6. Shipping and Delivery

We deliver to the locations shown on our website or available at checkout.

  • Order processing time: Within 4-5 business days.
  • Estimated delivery time: 10AM - 8PM
  • Delivery areas: UNITED KINGDOM.
  • Shipping charges: Displayed at checkout or explained in our Shipping Policy.

Delivery estimates are provided in good faith. Delays may occasionally occur because of courier operations, adverse weather, public holidays or other circumstances beyond our reasonable control.

We will communicate significant delivery issues where reasonably practicable.

Unless another arrangement is agreed with you, we will deliver within the timeframe required by applicable law. For UK consumer purchases, the default delivery deadline is generally 30 days after the contract is made.

Responsibility for the goods generally remains with us until you, or someone you have identified, physically receives them, subject to applicable law.

If your order arrives damaged, incomplete or incorrect, or does not arrive, contact hello@zuvello.co.uk with your order number and relevant details.

Nothing in this section removes your legal rights concerning late delivery, non-delivery or defective products.

7. Returns, Cancellations and Refunds

We want you to be satisfied with your purchase. Our detailed returns and refunds procedure is available at [RETURNS AND REFUNDS POLICY URL].

For most goods purchased online by UK consumers, you generally have 14 days after receiving the goods to notify us that you wish to cancel under the Consumer Contracts Regulations 2013. You will generally then have a further 14 days to return the goods.

Some exceptions apply, including certain personalised goods and sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions are met.

Where a valid cancellation applies, we will issue the required refund in accordance with applicable law. This generally includes standard outbound delivery costs, although certain additional delivery costs may not be refundable.

Customers may be responsible for direct return postage costs when exercising the standard online cancellation right, provided they were properly informed of this before purchase. Faulty or misdescribed goods are subject to separate statutory rights.

Under the Consumer Rights Act 2015, goods must meet applicable requirements concerning satisfactory quality, fitness for purpose and description. Qualifying faulty goods may be eligible for the 30-day short-term right to reject, among other remedies.

  • Return request email: hello@zuvello.co.uk
  • Return address: 129A WEMBLEY HILL ROAD HA98DT, WEMBLEY
  • Refund processing time:  10-14 DAYS.

To request a return or refund, contact us with your order number and a description of the issue. We will provide appropriate instructions.

Nothing in our returns policy removes or restricts your statutory consumer rights.

8. Promotions and Discounts

Promotional offers, discount codes and special deals may be subject to conditions such as validity dates, minimum spending requirements or product exclusions.

Material conditions will be disclosed with the relevant promotion.

We may amend or withdraw promotions where reasonably necessary, subject to applicable law and orders already accepted.

9. Prohibited Uses

You must not use our website:

  • For unlawful, fraudulent or deceptive purposes.
  • To violate applicable laws or regulations.
  • To infringe our intellectual property or third-party rights.
  • To upload malware or other harmful code.
  • To attempt unauthorised access to our website, systems or customer accounts.
  • To interfere with the security or operation of our services.
  • To submit false orders, payment details or fraudulent claims.
  • To collect or misuse another person’s personal information.
  • To reproduce or commercially exploit protected website content without permission or another lawful basis.

We may take proportionate action if we reasonably believe these restrictions have been breached, subject to applicable law.

10. Intellectual Property

Unless stated otherwise, the Zuvello name, branding, logos, original website content, graphics and photographs are owned by or licensed to Zuvello Toys Ltd.

You may use our website for personal shopping purposes. You must not reproduce, distribute or commercially exploit protected content without permission, except where permitted by law.

Third-party trademarks and logos remain the property of their respective owners.

11. Third-Party Services

Our store may use third-party providers for payment processing, delivery, analytics and customer support.

Links to external websites may be provided for convenience. Third-party services may have their own terms and privacy policies.

Our use of third-party providers does not remove any responsibility we have to customers under applicable consumer law.

12. Privacy and Data Protection

We handle personal information in accordance with our Privacy Policy, available at [PRIVACY POLICY URL].

We may process information to fulfil orders, arrange deliveries, respond to enquiries, prevent fraud and comply with legal obligations.

Please read our Privacy Policy for details about the information we collect, how it is used and how you can exercise your privacy rights.

13. Limitation of Liability

Nothing in these Terms excludes or limits liability where such exclusion or limitation is unlawful.

In particular, nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

To the extent permitted by law, we will not be liable for indirect or consequential losses that were not reasonably foreseeable when the relevant contract was made.

Nothing in this section limits your statutory rights concerning faulty goods, misdescribed products, late delivery or other applicable consumer protections.

14. Events Beyond Our Reasonable Control

We will not be responsible for a delay or failure to perform an obligation to the extent it is caused by circumstances beyond our reasonable control, such as severe weather, natural disasters, major transport disruption or government restrictions.

We will take reasonable steps to minimise disruption and resume performance as soon as practicable.

This section does not remove any refund obligations or consumer rights that continue to apply under law.

15. Changes to These Terms

We may update these Terms to reflect changes in our business, services or legal obligations.

The latest version will be published on our website with an updated date. Changes will apply prospectively unless otherwise permitted by law and will not retrospectively remove rights relating to orders already accepted.

Where required, we will provide appropriate notice of significant changes.

16. Governing Law and Jurisdiction

Requested jurisdiction: India.

The parties may wish to specify Indian law as the governing law only after obtaining appropriate legal advice on whether that choice is suitable for the business and its customers.

If Indian law is selected, the clause should be reviewed by a qualified solicitor to ensure it is appropriate for a UK-registered business selling to UK consumers.

For a UK store operated from England and Wales, the usual approach is to state that the Terms are governed by the laws of England and Wales, subject to mandatory consumer rights and jurisdictional protections.

Nothing in these Terms overrides mandatory consumer protections or prevents a consumer from bringing a claim before a court or tribunal that is legally entitled to hear it.

17. Severability

If any provision of these Terms is found to be invalid or unenforceable, it will be limited or removed to the extent necessary. The remaining provisions will continue to apply where legally permissible.

18. Contact Information

For questions about these Terms, your orders, delivery, returns or refunds, please contact us:

Zuvello Toys Ltd
Store: Zuvello
Email: hello@zuvello.co.uk
Business address: 129A Wembley Hill Road, Wembley, HA9 8DT, United Kingdom
Customer support response target: Within 7 business days.

We aim to respond to customer enquiries within 7 business days. This is our customer support target and does not extend any statutory deadlines or legal obligations.

Thank you for shopping with Zuvello. We appreciate your trust and look forward to making every shopping experience enjoyable.