Return & Refund Policy

Last Updated: 1 September 2026

At Zeebax Limited, we want customers to shop with confidence. This Return & Refund Policy explains your rights and the process for cancelling an order, returning a product, requesting an exchange, or receiving a refund.

This policy applies to purchases made through https://zeebax.co.uk.

1. Company Information

Company Name: Zeebax Limited
Company Number: 13659512
Registered Office: 226 Wintersdale Road, Leicester, England, LE5 2GP
Website: https://zeebax.co.uk
Email: Contact@zeebax.co.uk
Telephone: +44 7897 053081

2. Fourteen-Day Return Period

Customers may request a return of eligible products within 14 days after the day the order is delivered.

If an order is delivered in multiple shipments, the 14-day period begins after the final item or shipment is received.

To request a return, you must contact us before the 14-day period expires.

After notifying us of your return request, you must send the eligible products back within 14 days, unless we provide different written instructions.

This policy does not restrict any mandatory consumer rights available under applicable law.

3. How to Request a Return

Before returning a product, contact us at:

Email: Contact@zeebax.co.uk
Telephone: +44 7897 053081

Please provide:

• Your full name
• Order number
• Email address used for the order
• Product you wish to return
• Reason for the return
• Photographs or video if the product is faulty, damaged, incorrect, or incomplete

We will review your request and provide return instructions and the appropriate return address.

Products should not be returned without first contacting us. Sending a product to our registered office without approval may delay or prevent the processing of your return.

4. Return Eligibility

To qualify for a change-of-mind return, the product should be:

• Returned within the applicable timeframe
• Unused and in resalable condition
• Complete with all accessories, parts, manuals, and gifts
• Returned in its original packaging where reasonably possible
• Free from marks, odours, damage, or signs of extended use
• Accompanied by proof of purchase
• Packaged securely for return transit

Customers may inspect a product in the same way they could reasonably inspect it in a physical shop.

Where permitted by law, we may reduce a refund to reflect a loss in value caused by unnecessary or excessive handling.

5. Products That Cannot Normally Be Returned

Unless faulty, damaged, incorrect, misdescribed, or otherwise required by law, returns may not be accepted for:

• Personalised or custom-made products
• Products made according to customer specifications
• Perishable or rapidly deteriorating products
• Sealed health, hygiene, or personal-care products after opening
• Underwear, swimwear, or similar hygiene-sensitive products after the hygiene seal is removed
• Sealed cosmetics after opening or use
• Sealed audio, video, or software products after unsealing
• Gift cards or store-credit products
• Downloadable or supplied digital content after delivery has begun with the customer’s consent
• Products inseparably mixed with other items after delivery
• Products damaged through misuse, accident, neglect, or unauthorised alteration
• Other products excluded from cancellation rights by applicable law

Any product-specific return restrictions should also be displayed on the relevant product page.

6. Change-of-Mind Returns

If you change your mind about an eligible product, you may request a return within the 14-day return period.

For a change-of-mind return:

• The customer is responsible for the direct return shipping cost
• Original premium or express delivery charges are not normally refundable
• The product must satisfy the return conditions
• A tracked and appropriately insured return service is recommended

Where required by UK consumer law, the basic standard outbound delivery charge will be included in the refund when an entire eligible order is cancelled.

If only part of an order is returned, the original delivery charge may not be refundable.

7. Faulty or Defective Products

Products must be of satisfactory quality, fit for their intended purpose, and match their description.

If you believe that a product is faulty or defective, contact us promptly and provide:

• Your order number
• A description of the fault
• When the fault first appeared
• Clear photographs or video
• Photographs of the product label or serial number, where relevant

Depending on the circumstances and applicable law, we may provide:

• A repair
• A replacement
• A full or partial refund
• A price reduction

We may inspect or test a returned product before confirming the appropriate remedy.

8. UK Consumer Rights for Faulty Products

Under the Consumer Rights Act 2015, UK consumers may have a short-term right to reject a faulty product within 30 days of receiving it.

After the initial 30-day period, we may normally be entitled to offer a repair or replacement before providing a refund, subject to the circumstances and applicable law.

Consumer rights may continue for longer where a fault was present at the time of delivery, even if it becomes apparent later.

Nothing in this policy limits or removes your statutory consumer rights.

9. Damaged Products

If a product arrives damaged, contact us as soon as reasonably possible.

Please provide clear photographs or video showing:

• The outer parcel
• The shipping label
• Internal packaging
• The damaged product
• Any missing or damaged accessories

Please retain the product and all packaging until we complete our review and provide instructions.

If the damage is confirmed, we may arrange a replacement, refund, repair, or another appropriate remedy.

10. Incorrect or Missing Products

If you receive the wrong product or part of your order is missing, contact us promptly.

Please provide:

• Your order number
• Details of what was ordered
• Details of what was received
• Photographs of the parcel contents
• A photograph of the shipping label and packaging

After verification, we may:

• Send the correct product
• Send the missing item
• Arrange collection or return of the incorrect product
• Issue an appropriate refund

We will cover reasonable return costs where we supplied an incorrect product.

11. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise.

Zeebax Limited will cover or reimburse reasonable return costs when:

• The product is faulty
• The product arrived damaged
• An incorrect product was supplied
• The product was materially misdescribed
• Applicable law requires us to cover the return cost

Please contact us before arranging the return of a faulty or incorrect product. We may provide a return label, arrange collection, or specify an approved return method.

Return costs arranged independently without our approval may not be reimbursed beyond a reasonable standard amount.

12. Returning Products Safely

You are responsible for taking reasonable care of products while they are in your possession and during a customer-arranged return.

Returned products should be:

• Securely packaged
• Protected against damage
• Sent using a suitable delivery service
• Addressed according to our return instructions

We recommend using a tracked and insured delivery service and retaining proof of postage until the refund is completed.

We are not responsible for products lost or damaged during a customer-arranged return, except where responsibility cannot legally be excluded.

13. International Returns

International customers may request a return according to this policy and any mandatory consumer rights applicable in their country.

Unless the product is faulty, damaged, incorrect, or misdescribed, international customers are normally responsible for:

• Return shipping costs
• Return insurance
• Customs declarations
• Applicable import or export charges
• Brokerage or courier fees

Returned parcels should be clearly marked as a returned product where legally appropriate. Zeebax Limited is not responsible for customs charges caused by an incorrect return declaration completed by the customer.

Original customs duties and import taxes are generally controlled by the destination country and may not be refundable by Zeebax Limited. Customers should contact their local customs authority regarding possible reimbursement.

14. Refund Processing

Once we receive a returned product, we will inspect it and notify you whether the return has been approved.

Approved refunds will normally be issued to the original payment method.

Where statutory cancellation rights apply, refunds will be processed within 14 days after:

• We receive the returned products; or
• You provide satisfactory evidence that the products have been sent back,

whichever occurs first.

For returns outside statutory cancellation rights, we aim to process approved refunds within 5–10 business days after inspection.

15. Time Required by Banks and Payment Providers

After we issue a refund, your bank, card issuer, payment gateway, or digital-wallet provider may require additional time to display the funds in your account.

Depending on the payment method, this may take approximately 5–10 business days, although some providers or international banks may take longer.

We do not control the processing times of independent financial institutions.

16. Original Delivery Charges

If you cancel an entire eligible order under applicable UK distance-selling rights, we will refund the cost of the basic standard delivery option where required by law.

If you selected an enhanced delivery option, such as express or premium delivery, we are not required to refund the difference between that service and the least expensive standard delivery option.

Original delivery charges may not be refunded where:

• Only part of an order is returned
• The return is outside statutory cancellation rights
• Delivery failed because of incorrect customer information
• The parcel was refused or not collected
• Customs charges were not paid
• The customer selected a non-refundable service, where legally permitted

This does not affect your rights where the product was faulty, damaged, incorrect, or misdescribed.

17. Refund Deductions

Where permitted by law, deductions may be made from a refund for:

• Unnecessary or excessive handling
• Missing accessories, parts, manuals, or included gifts
• Damage caused after delivery
• Reduced product value
• Unpaid return shipping costs
• Non-refundable customs or courier charges
• Costs arising from a refused or uncollected delivery
• Incorrect or incomplete return documentation

We will explain any material deduction applied to an approved refund.

18. Exchanges

Exchanges are subject to product availability.

To request an exchange, contact us within the applicable return period.

If the requested replacement is:

• More expensive, you may need to pay the price difference
• Less expensive, we will refund the difference
• Unavailable, we may offer an alternative or issue a refund

We may require the original product to be returned and inspected before dispatching an exchange.

In some cases, you may need to return the original product for a refund and place a separate order.

19. Order Cancellations Before Dispatch

If you wish to cancel an order before it is dispatched, contact us immediately.

We will try to stop the order, but cancellation cannot be guaranteed after:

• Processing has started
• A shipping label has been created
• The order has been packed
• The parcel has been transferred to the courier

If the order has already been dispatched, you may need to receive it and follow the standard return procedure.

20. Refused and Uncollected Parcels

If a parcel is returned because:

• Delivery was refused
• The parcel was not collected
• The address was incorrect or incomplete
• Required customs information was not provided
• Customs duties or import charges were not paid

we may issue a refund after receiving and inspecting the returned product.

Where permitted by law, reasonable delivery, return, customs, and handling costs may be deducted from the refund.

21. Gifts and Promotional Products

If a free gift was supplied as part of an order, it must normally be returned when the qualifying product is returned.

If the free gift is not returned, we may deduct its reasonable value from the refund where permitted by law.

Refunds for products purchased using a discount code will be based on the amount actually paid after applying the discount.

22. Bundles and Multi-Buy Offers

Products purchased as part of a bundle or multi-buy offer may need to be returned together to receive a full refund.

If only part of a bundle is returned, the refund may be recalculated using the individual prices of the products retained, where this was clearly disclosed and permitted by law.

23. Abuse of the Returns Process

We may investigate and, where legally permitted, refuse or restrict return requests involving:

• Fraudulent claims
• Repeated misuse of products
• Products not purchased from Zeebax
• Deliberate product damage
• Altered serial numbers or product identifiers
• False missing-item or non-delivery claims
• Excessive or abusive return activity
• Submission of misleading evidence

This provision does not affect genuine customer claims or mandatory statutory rights.

24. Chargebacks and Payment Disputes

Please contact us first if you have a payment or refund concern so that we can attempt to resolve it promptly.

Customers retain the right to raise a legitimate dispute with their bank or payment provider. However, submitting a knowingly false, duplicate, or misleading chargeback may be treated as fraud.

If a chargeback has already been opened, we may be required to manage the refund through the relevant payment provider’s dispute process.

25. Proof of Purchase

We may request proof of purchase before processing a return, exchange, or refund.

Acceptable evidence may include:

• Order confirmation
• Invoice or receipt
• Order number
• Payment transaction reference
• Email address used for the purchase

Products purchased from another retailer or marketplace must generally be returned through that seller unless we expressly agree otherwise.

26. Statutory Rights

Nothing in this Return & Refund Policy limits or excludes rights that cannot legally be restricted.

UK customers may have rights under:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Other applicable consumer-protection legislation

Customers outside the United Kingdom may also have mandatory rights under the laws of their country or region.

27. Changes to This Policy

We may update this Return & Refund Policy to reflect changes in our business, delivery arrangements, products, payment methods, or legal requirements.

The latest version will be published on this page with an updated “Last Updated” date.

The policy applicable to an order will generally be the version displayed when the order was placed, subject to mandatory legal requirements.

28. Contact Us

To request a return, exchange, cancellation, or refund, contact:

Zeebax Limited
226 Wintersdale Road
Leicester
England
LE5 2GP

Company Number: 13659512
Email: Contact@zeebax.co.uk
Telephone: +44 7897 053081
Website: https://zeebax.co.uk

Please include your full name and order number in all return-related communications.