At Zareli Active, we are committed to providing high-quality products and a clear, fair and reliable shopping experience.
If you are not completely satisfied with your purchase, you may request a return in accordance with the conditions below.
Nothing in this policy limits, excludes or replaces any mandatory consumer rights available to you under applicable UK law.
30-Day Return Period
Zareli Active offers a 30-calendar-day return period, beginning on the day your order is delivered.
This extended return period applies to full-price, sale, discounted and promotional products, including products purchased through a multi-buy promotion, provided that the applicable return conditions are met.
A return request under our extended policy must be submitted within 30 calendar days of delivery.
Once return instructions have been provided, the products should normally be sent back within 14 calendar days.
The first 14 days following delivery overlap with the statutory cancellation rights generally available to UK consumers purchasing online. The additional period offered up to day 30 is part of Zareli Active's voluntary returns policy.
Our voluntary 30-day policy does not reduce any statutory rights available to you.
Return Conditions
For a change-of-mind return under our voluntary 30-day policy, products should:
- Be in the same condition in which they were received.
- Have only been handled or tried on as reasonably necessary to assess their size, fit and appearance.
- Not have been worn beyond what is reasonably necessary to inspect them.
- Be unwashed and unaltered.
- Be free from damage.
- Be free from makeup, deodorant marks, perfume, body odour, pet hair or other clear signs of use.
- Have original tags attached, where applicable.
- Be returned with their original packaging where reasonably possible.
- Be accompanied by the order number or other reasonable proof of purchase.
For hygiene and product care, we recommend trying on leggings, shorts and other fitted garments over underwear.
Where statutory cancellation rights apply, products may be handled in the same way as they could reasonably be inspected in a physical shop.
Where handling beyond what is reasonably necessary has reduced the value of a product, we may make an appropriate deduction from the refund where permitted by law.
For returns made after the statutory cancellation period under our voluntary 30-day policy, Zareli Active may decline a change-of-mind return where the product does not meet the conditions stated above.
These conditions do not restrict your rights where a product is faulty, damaged, incorrectly supplied, not of satisfactory quality, not fit for purpose or not as described.
How to Request a Return
You can request a return through your Zareli customer account:
https://account.zareliactive.com
Alternatively, contact our customer care team at:
You do not need to create or access a customer account to exercise your return or cancellation rights.
Please provide:
- Your full name.
- Your order number.
- The products you wish to return.
- The reason for the return, where you are comfortable providing it.
- Clear photographs where a product is faulty, damaged or incorrect, where reasonably possible.
We will then provide the appropriate return instructions and return address.
For statutory cancellations, your right to cancel does not depend on Zareli Active approving the cancellation before the applicable deadline. You only need to communicate a clear decision to cancel within the relevant cancellation period.
Return Address and Method
Returns are completed by post through our external returns network.
The appropriate return address will be provided after your return has been registered.
The applicable returns centre may vary depending on the order, product and logistics arrangement. For this reason, please do not return products to the address shown on the original parcel unless our customer care team confirms that it is the correct return address.
To help us identify and process your return correctly, we strongly recommend contacting us before posting the parcel.
Sending a product to an incorrect address may cause significant delays in processing the return.
This administrative process does not restrict any statutory cancellation or consumer rights.
Return Shipping Costs
For a change-of-mind return, incorrect size selection or personal preference, the customer is responsible for the direct cost of returning the products where this responsibility was communicated before purchase.
The cost of return shipping will depend on the postal service, parcel dimensions and delivery method selected by the customer.
Zareli Active does not charge a restocking fee.
We strongly recommend:
- Using a tracked postal service.
- Keeping your postage receipt.
- Retaining tracking information until your refund has been completed.
- Packaging the products securely to prevent damage during transit.
If a product is faulty, damaged during delivery, materially different from its description or different from the product ordered, Zareli Active will cover the reasonable return cost or provide an appropriate return method where a return is required.
Damaged, Faulty, Incorrect or Missing Products
Please inspect your order as soon as reasonably possible after delivery.
Contact us promptly if a product:
- Has a manufacturing fault.
- Arrives damaged.
- Is not of satisfactory quality.
- Is not fit for its intended purpose.
- Is materially different from its description.
- Is different from the product ordered.
- Is missing from your delivery.
Please provide your order number and, where reasonably possible, clear photographs showing the issue.
Faulty Products
Your rights regarding faulty products are separate from our voluntary change-of-mind returns policy.
Where applicable under UK consumer law, you may have a short-term right to reject faulty goods and receive a full refund within the relevant statutory period.
After that period, you may have additional rights to a repair, replacement, price reduction or refund depending on the circumstances and applicable law.
Once the matter has been reviewed, we will provide an appropriate remedy in accordance with your applicable consumer rights.
You will not be required to return a product that was never delivered.
Where a confirmed faulty, damaged or incorrectly supplied product needs to be returned, Zareli Active will cover the reasonable return cost or provide an appropriate return method.
Nothing in this policy limits your statutory rights regarding goods that are faulty, not of satisfactory quality, not fit for purpose or not as described.
Products Not Eligible for Voluntary Change-of-Mind Returns
Our voluntary return policy does not normally cover:
- Personalised or custom-made products.
- Products that have been worn beyond reasonable inspection.
- Products that have been washed, altered or damaged after delivery.
- Products showing makeup, deodorant, perfume, body odour or other clear signs of use beyond reasonable inspection.
- Sealed products that are genuinely unsuitable for return for health or hygiene reasons once the seal has been broken.
- Products otherwise legally excluded from change-of-mind cancellation rights.
These exclusions do not apply where a product is faulty, damaged, incorrectly supplied or where applicable law otherwise requires us to accept the return.
Any statutory exception to the right to cancel will be applied only where the relevant legal conditions are satisfied.
Buy More, Save More Returns
Products purchased through the Buy More, Save More promotion remain covered by this Returns & Refunds Policy.
The current Buy More, Save More promotion applies to eligible leggings and provides:
- 1 eligible legging — 20% off
- 2 eligible leggings — 25% off each
- 3 or more eligible leggings — 30% off each
The qualifying discount is applied automatically in the bag or at checkout.
No discount code is required.
Eligible styles, colours and sizes may be mixed, subject to availability.
The promotional discount applicable to an order depends on the number of eligible leggings included in and retained from that promotional purchase.
Returning the Complete Promotional Order
If all eligible leggings included in the promotional purchase are returned and the return is accepted, the refund will be based on the amount actually paid for those products.
Returning Part of a Promotional Order
You may return one or more eligible products from a promotional order.
If a partial return changes the number of eligible leggings retained, the promotional discount applicable to the products you keep may be recalculated according to the appropriate tier.
For example:
- If you purchased 3 eligible leggings at 30% off and return one, the 2 leggings retained will qualify for the 25% discount tier.
- If you purchased 2 eligible leggings at 25% off and return one, the 1 legging retained will qualify for the 20% discount tier.
- If you purchased 4 eligible leggings at 30% off and return one, you will retain 3 eligible leggings and therefore remain within the 30% discount tier.
Any refund will take into account:
- The total amount originally paid.
- The eligible product or products returned.
- The number of eligible leggings retained.
- The promotional tier applicable to the retained eligible products.
- The promotional terms that applied when the order was placed.
This recalculation is intended to reflect the promotional price that would have applied to the products retained.
A promotional recalculation will not create a negative refund or require you to make an additional payment beyond the amount already paid for the original order.
These promotional conditions do not restrict your statutory rights where a product is faulty, damaged, incorrectly supplied, not of satisfactory quality, not fit for purpose or not as described.
Exchanges
We currently do not offer direct exchanges.
If you would like another size, colour or product:
- Request a return for the original product.
- Place a new order for the preferred product.
Product availability cannot be guaranteed while a return is being processed.
UK Statutory Right to Cancel
If you are a consumer purchasing online in the United Kingdom, you will generally have the right to cancel an eligible order without giving a reason.
For most goods, you must inform us of your decision to cancel within 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
Where an order contains multiple products delivered separately, the applicable cancellation period may run from receipt of the final relevant product where required by law.
You do not need to provide a reason for exercising this right.
How to Cancel
To exercise your statutory right to cancel, you must communicate a clear statement informing us of your decision.
You may contact us at:
Email: contacto@zareliactive.com
You may also use the Model Cancellation Form provided at the end of this policy, although using that form is not mandatory.
A return request submitted through your Zareli customer account may also constitute notice of cancellation where it clearly communicates your decision to cancel.
Returning Products After Cancellation
After notifying us of your decision to cancel, you must normally send the applicable products back within a further 14 calendar days.
Products may be handled only to the extent reasonably necessary to establish their nature, characteristics and fit, in the same way they could reasonably be inspected in a physical shop.
Where unnecessary handling has reduced the value of a product, we may make an appropriate deduction where permitted by applicable law.
For change-of-mind cancellations, you are responsible for the direct cost of returning the products where this responsibility was communicated to you before purchase.
Our extended 30-day voluntary return policy operates in addition to these statutory cancellation rights.
Cancellations Before Dispatch
If you wish to cancel an order before dispatch, contact us as soon as possible at:
We will make reasonable efforts to stop processing and dispatch.
If the order can be cancelled before dispatch, we will cancel it and issue a refund of the amount paid, including any delivery charge paid for that order.
Cancellation before dispatch cannot always be guaranteed once processing has begun.
If the order has already been dispatched, you may need to wait for delivery and then follow the cancellation or return process described in this policy.
Return Inspection
Once your return has been received, we will inspect the returned products and notify you of the outcome.
We may contact you for additional information if:
- The returned parcel cannot be matched to an order.
- A product expected in the parcel is missing.
- A product appears to have been worn, washed, altered or damaged beyond reasonable inspection.
- The product returned differs from the product originally supplied.
Where a lawful deduction is necessary because a product's value has been reduced by excessive handling, we will explain the reason and the amount deducted.
Nothing in the inspection process limits your statutory consumer rights.
Refunds
Approved refunds will be issued to the original payment method unless otherwise required by law or agreed with you.
Voluntary 30-Day Returns
For returns accepted under our voluntary 30-day policy outside the statutory cancellation period, approved refunds are normally processed within 10 working days after the returned products have been received and inspected.
Statutory Cancellations
Where UK statutory cancellation rights apply, we will make the required refund without undue delay and within the period required by law.
For returned goods, this will normally be no later than 14 calendar days after we receive the returned products or receive valid evidence that they have been sent back, whichever occurs first.
Where permitted by law, we may withhold the refund until we receive the returned products or evidence that they have been sent back.
After Zareli Active issues a refund, your bank, card provider, PayPal or other payment provider may require additional processing time before the funds appear in your account.
If more than 15 working days have passed since we confirmed that your refund was issued, please contact:
Original and Express Delivery Costs
Standard Delivery is currently free on eligible Zareli Active orders and therefore normally has no refundable monetary value.
Where an entire order is cancelled under applicable UK statutory cancellation rights, we will refund the amount paid for standard delivery where such a charge was originally paid.
Because Zareli Active's Standard Delivery is normally free, this amount will usually be £0.
If you selected a more expensive delivery method, such as Express Delivery, and later cancel the order under your statutory change-of-mind rights, we are not normally required to refund the additional amount paid above the cost of our standard delivery option.
Delivery charges are not normally refunded for partial change-of-mind returns unless required by applicable law.
Where a product is faulty, damaged, incorrect or not as described, applicable delivery and return costs will be handled in accordance with your statutory consumer rights and the circumstances of the order.
Refunds for Sale and Promotional Products
Sale, discounted and promotional products have the same statutory rights regarding faulty, damaged, incorrect or misdescribed goods as full-price products.
A reduced price does not remove your statutory consumer rights.
For a change-of-mind return of a promotional product, the refund will reflect the amount actually paid and, where applicable, the promotional recalculation described in the Buy More, Save More Returns section above.
Proof of Purchase
We may request reasonable proof that the product was purchased from Zareli Active.
This may include:
- Your order confirmation.
- Order number.
- Email address used for the purchase.
- Payment record.
- Other reasonable evidence connecting the purchase to Zareli Active.
A paper receipt is not required for online purchases where another reasonable form of proof is available.
Contact Us
For questions concerning a return, cancellation, faulty product or refund, contact:
Zareli Active
Email: contacto@zareliactive.com
Website: zareliactive.com
Please include your full name and order number so that we can assist you efficiently.
Our company identification and business contact information can be found in our Legal Notice.
Model Cancellation Form
You may use the form below if you wish to cancel an eligible online purchase under your statutory cancellation rights.
You are not required to use this form. You may instead send us any clear statement communicating your decision to cancel.
To:
Zareli Active
Email: contacto@zareliactive.com
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
Only required if this form is submitted on paper.
Date:
Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes to our services, promotions, returns process or applicable legal requirements.
The latest version will be published on this page together with the date of the most recent update.
Any update will not retrospectively remove or reduce mandatory consumer rights or contractual rights that already apply to an order placed before the updated policy took effect.
Nothing in this Returns & Refunds Policy limits any mandatory consumer rights available under applicable law.