Refund Policy

At Zermano, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we’re here to help. This Refund Policy outlines your rights and how we handle returns and refunds, in accordance with UK consumer law.

1. Eligibility for Refunds

You are entitled to request a return or refund if:

  • The item is unworn, unused, and in its original condition and packaging

  • You request the return within 14 calendar days of receiving your order

  • The product is not a sale or clearance item (unless it is faulty)

To start a return, please contact us at:
📧 contactzermano@gmail.com

We will provide full return instructions and confirm whether your item is eligible.

2. Return Process

Once your return is approved:

  • You must send the item back within 14 days

  • Items must be returned to the address we provide via email

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

We recommend using a tracked service, as we are not responsible for lost or undelivered returns.

3. Refunds

Once we receive and inspect the returned item:

  • We will notify you of the approval or rejection of your refund

  • If approved, your refund will be processed to your original payment method (Stripe) within 5–10 business days

Please note that it may take additional time for your bank or card issuer to process the refund.

4. Faulty or Incorrect Items

If your item arrives damaged, defective, or not as described, please email us within 48 hours of receiving your order with photos and a description of the issue.

We will arrange a replacement or a full refund, and in such cases, we will also cover the return shipping costs.

5. Exchanges

We do not offer direct exchanges. If you wish to change an item (e.g. for a different size or colour), we kindly ask that you:

  1. Return the unwanted item for a refund

  2. Place a new order for the preferred item

6. Exceptions and Non-Refundable Items

The following items are not eligible for return or refund:

  • Sale or clearance items (unless faulty)

  • Items returned outside the timeframes stated above

  • Items that have been worn, washed, or damaged after delivery

7. Contact Us

For any questions about your return, please contact us at:
📧 contactzermano@gmail.com

We are here to help and will aim to respond within 24–48 hours.