Refund Policy

At Zyko, we want you to shop with confidence. If something isn't quite right, we're here to help.

This policy explains when items can be returned, how to start a return, how refunds are processed and what to expect throughout the process.

UK statutory cancellation rights

For eligible UK online purchases, you can tell us that you wish to cancel within 14 days after receiving your goods, without giving a reason. You then have a further 14 days to send the goods back. You may inspect and handle the goods as you reasonably could in a shop. Original packaging is not a condition of exercising this statutory right, but please package the return securely. Where the law permits, we may deduct an amount for loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.

We refund the price and any standard outbound delivery charge. If you chose a more expensive delivery option, the additional amount above standard delivery is not refundable. Unless we have offered to collect the goods, we issue the refund without undue delay and within 14 calendar days after we receive the returned goods or, if earlier, receive evidence that you have sent them back. If we have offered to collect the goods, the applicable deadline is 14 calendar days after you tell us that you are cancelling. We use your original payment method unless you expressly agree otherwise and do not charge a refund fee.

These rights are separate from our additional 30-day returns offer and from your rights when goods are faulty, not as described or unfit for purpose. Conditions and exclusions of our additional returns offer do not restrict rights that apply by law. Where other mandatory consumer protections apply to your purchase, those rights are also unaffected. Any inspection or refund-processing estimates elsewhere in this policy are subject to applicable statutory deadlines.

Additional 30-day change-of-mind returns

We accept requests to return eligible items under our additional 30-day change-of-mind offer within 30 days of delivery. For this additional offer, items must be unused, undamaged and returned in their original packaging, with all included parts and accessories. Please package the return securely and provide your order number or other proof of purchase. These conditions apply only to our additional voluntary offer and do not limit statutory cancellation or faulty-goods rights.

Starting a Return

To request a return, please contact us before sending anything back.

Please include:

  • Your order number.
  • Please include your order number and, if you wish, the reason for your return. You do not have to give a reason when exercising a statutory cancellation right.
  • Photos or videos where applicable, particularly for damaged or faulty items.

Once your request has been reviewed, we'll provide the correct return address and return instructions.

Returns sent without prior approval may be delayed or refused.

If you need assistance, please contact our support team.

Return Shipping Costs

If you're returning an item because you've changed your mind, you'll be responsible for the cost of return shipping.

If your return is due to a confirmed fault, damage during delivery or because you received the wrong item, Zyko will cover the cost of return shipping where applicable.

Returns are normally sent to our UK fulfilment location. Contact hello@zyko.uk for the correct return instructions and address before sending your parcel. For change-of-mind returns, you pay the return postage; if you are outside the UK, this may involve international postage to the UK. We cover reasonable return costs where required by law for faulty, damaged, misdescribed or incorrect goods.

We recommend using a tracked delivery service when returning items, as customers remain responsible for returned parcels until they've been successfully received.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or incorrect, please contact hello@zyko.uk as soon as possible so we can help. This request does not limit your statutory rights or set a 7-day or 14-day deadline for reporting a fault. We will explain the remedy available under applicable consumer law, which may include a refund, repair or replacement.

We may ask for photographs, video or reasonable troubleshooting information, or arrange return of the item for inspection. Do not cut, break, puncture or otherwise destroy electrical products. If a faulty product does not need to be returned, we will explain safe disposal or recycling instructions separately. Your statutory rights are unaffected.

For UK consumers, the short-term right to reject faulty goods generally lasts 30 days, and other remedies may apply after that period. Where a refund is due under the Consumer Rights Act 2015 right to reject, we provide it without undue delay and within 14 calendar days after agreeing that you are entitled to it. Any inspection or refund-processing estimates elsewhere in this policy are subject to applicable statutory deadlines.

If you receive the wrong item, we'll cover the return shipping costs and send the correct item at no additional cost.

Refund Processing

Once your returned item has been received, we'll inspect it within 1–2 business days.

If your return is approved, your refund will be issued to your original payment method within 5–10 business days.

You'll receive confirmation once your refund has been processed.

Items That Cannot Be Returned

The following conditions apply to our additional voluntary 30-day offer only. They do not exclude or limit statutory cancellation or faulty-goods rights.

We cannot accept returns for:

  • Custom or made-to-order products.
  • Used items.
  • Products damaged through misuse, neglect or unauthorised modification.
  • Products returned in unsuitable condition.

Products sold as complete sets must be returned as complete sets.

For example, if you purchase a 10-pack of wall panels, the complete 10-pack must be returned. Partial returns from complete product sets are not eligible for a refund.

Multiple Item Orders

If your order contains multiple products, individual items may be returned provided they meet the conditions outlined in this policy.

This doesn't apply to products sold as complete sets or bundles, which must be returned in full.

Order Cancellations

Orders may be cancelled at any time before they have been dispatched.

Once an order has been dispatched, we may no longer be able to stop the shipment or cancel the delivery in transit. If you still wish to cancel, you can exercise any applicable cancellation rights after receiving the order and return it in accordance with this policy.

For eligible UK online orders, customers generally have the right to cancel within 14 days of receiving the goods.

Failed Deliveries

If a parcel is returned to us because delivery couldn't be completed, we'll contact you to discuss the available options.

If you'd like your order to be shipped again, an additional shipping charge may apply.

If a delivery is refused because you've changed your mind, any return shipping costs incurred may be deducted from your refund where applicable.

Return Refusals

The following conditions apply to our additional voluntary 30-day offer only. They do not exclude or limit statutory cancellation or faulty-goods rights.

We may refuse a return or refund if:

  • The returned item doesn't match the original order.
  • The item has been intentionally damaged, modified or misused.
  • Essential parts, accessories or components are missing.
  • False, misleading or fraudulent information has been provided.
  • The return doesn't meet the conditions outlined in this policy.
  • Customs charges are applied to a returned parcel that weren't agreed in advance.

Your Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

Need Help?

If you have any questions about your order, delivery, returns or our products, our customer support team is here to help.

Email: hello@zyko.uk

Customer service hours: Monday–Friday, 9:00 AM–5:00 PM UK time (GMT/BST)

Typical response time: Within 1 business day

You can also reach us through our Contact Us form or visit the Zyko Help Centre & FAQs for answers to common questions.