REFUND POLICY

Last updated: 20 July 2026
We hope you love your Zota products. This policy explains how cancellations, returns, refunds and problems with orders are handled. Nothing in this policy limits or excludes your statutory rights.
This policy applies to products purchased directly from www.zotacosmetics.com.

1. CHANGE-OF-MIND CANCELLATIONS FOR ONLINE ORDERS

You may cancel an eligible online order within 14 days beginning on the day after you, or a person nominated by you, receives it. You do not need to give a reason.
If products from the same order are delivered separately, the cancellation period begins on the day after the final product is received.
To cancel, submit a request through our Start a Return page or Contact Us page, or email info@zotacosmetics.com before the cancellation period ends. Please include:
• Your name
• Your order number
• The products concerned
• A clear statement that you wish to cancel or return them
After notifying us, you must send the eligible products back within a further 14 days.
Please wait until we provide the authorised returns address and return instructions before sending anything. Do not send returns to our registered office because it is not our returns facility.

2. RETURN CONDITION AND HYGIENE-SENSITIVE PRODUCTS

To qualify for a change-of-mind return, products must be unused, unopened and in their original condition, with any protective packaging, tamper-evident seal or hygiene seal intact.
You may open the external delivery packaging to inspect your order.
For health-protection and hygiene reasons, we cannot accept a change-of-mind return of a sealed body cleanser, body lotion, fragrance mist or other personal-care product after its product seal has been broken or removed, or after the product has been used, where it is no longer suitable for return.
This restriction does not apply where a product is faulty, damaged, unsafe, not as described or incorrectly supplied.
A change of fragrance preference is treated as a change of mind rather than a product fault, unless the product is materially different from its description.
Products purchased during a sale or promotion are subject to the same return conditions and statutory rights as full-price products.

3. SETS, BUNDLES AND GIFTS WITH PURCHASE

Sets, promotional bundles and gifts with purchase must be returned complete to receive a full change-of-mind refund.
Where products were sold and priced together as a single set, all products within that set must be unused, unopened and eligible for return.
If only one product within a set is faulty, damaged or incorrectly supplied, please contact us. We will provide the appropriate remedy without requiring unaffected products to be used or discarded.

4. RETURN COSTS

Where a return is required, we will provide the appropriate return instructions and, where applicable, a return label.
For an eligible change-of-mind return, you are responsible for the direct return cost. We will tell you the cost of any return label before it is issued. Where agreed, this amount may be deducted from your refund.
Where a product is faulty, damaged in transit, incorrectly supplied or not as described, we will provide a return label at no cost to you where a return is required.
Please use the return label and instructions provided. Package the products securely to prevent damage or leakage and keep the receipt or confirmation showing when the parcel was handed over.

5. REFUNDS

For an eligible change-of-mind cancellation, we will refund:
• The amount paid for the returned products; and
• Where the entire order is cancelled, the cost of our least expensive standard delivery option
If you selected a more expensive or enhanced delivery option, any amount paid above the standard delivery cost will not be refunded.
The original delivery cost will not normally be refunded where only part of an order is returned, unless required by law.
If the order qualifies for free delivery, there is no original delivery charge to refund.
Refunds will be based on the amount actually paid for the returned products after any discounts.
We may make a lawful deduction for any loss in value caused by handling beyond what is reasonably necessary to inspect the product or by damage caused by inadequate return packaging. This does not override the hygiene restriction for opened sealed products.
We will issue the refund to the original payment method without undue delay and no later than 14 days after:
• We receive the returned products; or
• You provide satisfactory evidence that the products were sent back,
whichever happens first.
Once a refund has been issued, your bank or payment provider may require additional time to display it in your account.

6. DAMAGED, LEAKING, MISSING, INCORRECT OR FAULTY PRODUCTS

Please inspect your order promptly after delivery.
If a product arrives damaged, leaking, missing or different from what you ordered, please report the problem through our Start a Return page or Contact Us page within 48 hours of delivery where reasonably possible.
Please include:
• Your order number
• A description of the problem
• Clear photographs of the product
• Photographs of the outer and inner packaging
• A photograph of the delivery label, where relevant
• The product batch code, where available
The 48-hour reporting request helps us investigate delivery-related problems promptly. Failing to report the problem within 48 hours does not remove or reduce your statutory rights.
Please keep the affected product and its packaging until we confirm whether they need to be returned or inspected.
Where goods are faulty, not as described, unsafe or not fit for purpose, you may be entitled to a replacement, price reduction, refund or another appropriate remedy under applicable consumer law. We will assess the circumstances and provide the remedy required by law.

7. SKIN SENSITIVITY AND PRODUCT SAFETY

Please review the ingredient list and directions before using a product.
If you have concerns about a product, stop using it and contact us through our Contact Us page. Please provide your order number, the product name, batch code and relevant details so that we can investigate appropriately.
We may request photographs or further information where necessary.

8. EXCHANGES

We do not offer direct exchanges for change-of-mind returns.
If an eligible product is returned, we will process the appropriate refund. You may then place a new order for the product you prefer.
This does not affect any right you may have to a replacement where a product is faulty, damaged, not as described or incorrectly supplied.

9. CANCELLING OR CHANGING AN ORDER BEFORE DISPATCH

Please contact us as soon as possible if you wish to change or cancel an order.
We process orders quickly and cannot guarantee that an order can be changed or stopped after it has been placed.
If we cancel the complete order before dispatch, we will refund the amount paid, including any delivery charge.
If the order has already been dispatched, you must follow the cancellation and return process explained in this policy.

10. INCORRECT ADDRESSES AND ORDERS RETURNED TO US

You are responsible for providing a complete and accurate delivery address when placing your order.
If an order is returned to us because:
• The address provided was incorrect or incomplete
• Delivery could not be completed
• The order was not collected within the available collection period
• The recipient declined delivery without first notifying us of a cancellation
we will contact you after the order reaches us.
You may request redelivery, subject to payment of the applicable new delivery charge.
Alternatively, you may request a refund of the product price after the order has been returned to us. Where permitted by law, we may deduct the original delivery charge and any reasonable direct return cost actually incurred if the failed delivery resulted from incorrect information or circumstances within your control.
These deductions will not apply where you have validly exercised your cancellation rights or where the failed delivery was caused by an error on our part.

11. RETURN AUTHORISATION AND INSTRUCTIONS

All returns must first be requested through our Start a Return page.
After reviewing your request, we will provide the appropriate return instructions and, where applicable, a prepaid return label. Please do not send any products back independently or to our registered office.
Products returned without following the provided instructions may experience delays in processing. This does not affect a cancellation notice submitted within the applicable cancellation period or any statutory rights you may have.

12. CONTACT US

To cancel an order, start a return or report a problem, please use:
• Our Start a Return page
• Our Contact Us page
• Email: info@zotacosmetics.com
If you need assistance with an existing return request or cannot use the Start a Return page, please use our Contact Us page or email info@zotacosmetics.com.
Do not send any product until you have received the appropriate return instructions and, where applicable, a return label.