Returns & Refund Policy
Returns & Refunds Policy – Zareli
At Zareli, we are committed to providing high-quality products and a transparent, reliable shopping experience.
If you are not completely satisfied with your purchase, you may request a return in accordance with the conditions below. This policy does not affect your statutory consumer rights.
30-Day Return Period
You may request a return within 30 calendar days of receiving your order.
Our 30-day return period applies to full-price, sale, promotional and discounted items, provided that the products meet the return conditions set out in this policy.
The return request must be submitted within the 30-day period. Once you receive the return instructions, the products must be sent back within the timeframe specified by our customer support team.
Return Conditions
To qualify for a return, products must:
- Be in the same condition in which they were received
- Have only been tried on to check the size and fit
- Not have been worn beyond what is reasonably necessary to inspect them
- Be unwashed and free from damage
- Be free from makeup, deodorant marks, perfume, body odour or other signs of use
- Have all original tags attached, where applicable
- Be returned in the original packaging where reasonably possible
- Be accompanied by valid proof of purchase
For hygiene reasons, we recommend trying on leggings, shorts and other fitted bottoms over underwear.
Zareli may reduce or refuse a refund if a returned product shows signs of use, washing, damage or handling beyond what would reasonably be permitted when examining the product in a physical shop.
How to Request a Return
You can submit a return or cancellation request through your customer account:
https://account.zareliactive.com
You can also contact our customer support team at:
Please include:
- Your full name
- Your order number
- The products you wish to return
- The reason for the return
- Photographs, if the product is faulty, damaged or incorrect
After receiving your request, we will provide the correct return address and detailed instructions.
Please contact us before sending your return. Products sent to an incorrect address may experience significant processing delays.
Return Address
Zareli processes returns through external logistics centres. The correct return address will be provided after your return request has been registered.
Please do not send products to the address shown on the original parcel unless our customer support team confirms that it is the correct return location.
Return Shipping Costs
For returns caused by a change of mind, incorrect size selection or personal preference, the customer is responsible for the return shipping cost.
We strongly recommend using a tracked shipping service and keeping your postage receipt until the refund has been completed.
If the product is faulty, damaged during delivery or different from what was ordered, Zareli will cover the reasonable return shipping cost or provide an appropriate return method.
Damaged, Faulty or Incorrect Products
Please inspect your order as soon as it arrives.
Contact us promptly if a product:
- Has a manufacturing fault
- Arrives damaged
- Is materially different from its description
- Is different from the product you ordered
- Is missing from your order
Please include your order number and clear photographs showing the issue.
After reviewing the request, we will provide an appropriate solution, which may include a replacement, refund or another remedy available under applicable consumer law.
This policy does not limit your statutory rights in relation to faulty, damaged or incorrectly supplied products.
Items Not Eligible for Return
Returns may not be accepted for:
- Gift cards
- Personalised or custom-made products
- Products that have been worn, washed, altered or damaged by the customer
- Products showing makeup, deodorant, perfume, body odour or other signs of use
- Products without the original hygiene seal where the seal has been broken after delivery
- Products that cannot be returned for genuine health or hygiene reasons after being unsealed
Sale, discounted and promotional items remain eligible for return unless they fall within one of the exclusions above.
Buy 1 Set, Get 1 Free Returns
Products purchased as part of a Buy 1 Set, Get 1 Free promotion are subject to the same return conditions as other products.
To receive a full refund for the promotional order, both sets included in the offer must be returned.
If you return only one set and keep the other, the promotion will be recalculated. The value of the set you keep will be deducted from the refundable amount.
A product received free as part of the promotion does not have a separate cash refund value.
If one of the sets is faulty, damaged or incorrect, please contact us so we can provide an appropriate solution without unnecessarily affecting the remaining promotional item.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size, colour or product, you will need to:
- Request a return for the original product.
- Place a new order for the product you want.
Product availability cannot be guaranteed while your return is being processed.
UK Right to Cancel
Customers in the United Kingdom purchasing online normally have the right to cancel their order within 14 calendar days of receiving it, without providing a reason.
After informing us of the cancellation, the products must normally be returned within a further 14 calendar days.
During this period, you may handle and try on the products only as you reasonably would in a physical shop. We may make a reasonable deduction from the refund if the value of a product has been reduced by excessive handling, wear, washing or damage.
This statutory cancellation right is separate from, and supported by, Zareli’s extended 30-day return policy.
Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will try to stop the order, but cancellation cannot be guaranteed once processing or dispatch has begun.
If the order has already been dispatched, you may need to wait for it to arrive and then follow the return procedure described in this policy.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, the refund will be issued to the original payment method.
Refunds are normally processed within 10 business days after the returned products have been inspected. Where statutory cancellation rights apply, refunds will be processed within the period required by UK consumer law.
Your bank, card provider, PayPal or other payment provider may require additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed your refund, please contact:
Original and Express Delivery Costs
Standard delivery is free on Zareli orders and therefore has no refundable monetary value.
If you selected paid Express Delivery and later return the order because you changed your mind, the additional Express Delivery fee is not normally refundable.
If the complete order was faulty, damaged or incorrect due to an error by Zareli, any appropriate delivery refund will be handled in accordance with applicable consumer law.
Contact
For return, cancellation or refund questions, please contact:
Please include your full name and order number so we can assist you efficiently.
Zareli may update this policy when necessary. Any changes will not reduce the rights applicable to orders placed before the updated policy came into effect.