Returns & Refund Policy

Returns & Refund Policy – Zareli

At Zareli, we are committed to offering high-quality products and a satisfying shopping experience. If, for any reason, you are not completely happy with your purchase, you may request a return in accordance with the conditions described below.

Return Period

You have 30 calendar days from the date you receive your order to request a return.

This 30-day return period also applies to sale, promotional and discounted items, provided that the item meets the return conditions listed below.

This period refers to the time in which you can start the return request, not the time allowed to send the product back.

Once your return request has been approved, you must send the item back within the timeframe provided in the return instructions sent by our customer support team.

Return Conditions

To be accepted, returned items must meet the following conditions:

Be in the same condition as received
Be unused and unworn
Not have been washed
Have all original tags attached
Be returned in the original packaging where possible
Include proof of purchase

Zareli reserves the right to refuse returns that do not meet these conditions.

How to Request a Return

To start a return, please contact our customer support team at:

contacto@zareliactive.com

Please include:

Your order number
The reason for the return

Once we receive your request:

We will review your case
If approved, you will receive detailed return instructions
The correct return address will be provided

Returns sent without prior authorisation will not be accepted.

Return Address

Zareli manages returns through external logistics centres.

For this reason, the return address is not publicly available and will only be provided once your return request has been approved.

Damaged, Faulty or Incorrect Items

Please check your order as soon as it arrives.

If your item has:

A manufacturing fault
Damage caused during delivery
Or does not match the item you ordered

Please contact us immediately so we can review the case and offer an appropriate solution.

Items Not Eligible for Return

Returns are not accepted in the following cases:

Gift cards
Personalised or custom-made products
Items that have been used, washed, worn or damaged by the customer
Items that cannot be returned for hygiene reasons once used or opened

Sale, promotional and discounted items are eligible for return within the 30-day return period, as long as they meet the return conditions stated above.

If you have any questions about a specific product, please contact us before placing your order.

Exchanges

We currently do not offer direct product exchanges.

If you would like a different item, size or colour, you will need to:

Request a return for the original product
Place a new order for the item you want

UK Right to Cancel

If you are a customer in the United Kingdom purchasing online, you have the right to cancel your order within 14 days of receiving it, without giving a reason.

After notifying us of your decision to cancel, you should return the item within the required return period.

To exercise this right, the product must meet the same return conditions listed in this policy.

Refunds

Once we receive and inspect your returned item:

We will notify you whether your return has been approved or rejected
If approved, your refund will be processed automatically to your original payment method

Refunds are usually processed within 10 business days after approval, depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

contacto@zareliactive.com

Return Shipping Costs

The customer is responsible for the cost of return shipping.

If the item is faulty, damaged or incorrect due to an error on our part, Zareli will cover the appropriate return costs.

Zareli reserves the right to update or modify this policy at any time without prior notice.