Returns and Refunds

Returns & Refunds

At www.zetrillo.com, our aim is to ensure our customers are fully satisfied with their purchases. In the unlikely event that you are not pleased with your order, please read through our refund and return policy below.

The following terms apply to any products purchased from us.

Interpretation and Definitions

Interpretation
The words with capitalized initials have meanings defined under the following conditions. These definitions apply whether they appear in singular or plural form.

Definitions
For the purposes of this Return and Refund Policy:

  • Company: Refers to ZeTrillo,
  • UNIT 29 HIGHCROFT INDUSTRIAL ESTATE ENTERPRISE ROAD
    HORNDEAN
    WATERLOOVILLE

    PO8 0BT
    United Kingdom
  • Goods: Refers to the items offered for sale on the Service.
  • Orders: Means a request by you to purchase Goods from us.
  • Service: Refers to the Website.
  • Website: Refers to www.zetrillo.com.
  • You: Means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Your Order Cancellation Rights

You are entitled to cancel your order within 14 days without giving any reason for doing so.

The deadline for canceling an order is 14 days from the date on which you received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

To exercise your right of cancellation, please inform us of your decision through one of the following methods:

We will reimburse you no later than 14 days from the day on which we receive the returned Goods. We will use the same means of payment that you used for the order, and you will not incur any fees for such reimbursement. Refunds typically take 3-5 business days to process, though in some cases, it may take up to 2 weeks.

For other refund methods such as Klarna, PayPal, or Clearpay, please allow up to 2 weeks for us to fully process your return and issue your refund. Once the account has been credited, you will be contacted by the third-party payment provider to arrange a refund to your bank account, which can take up to 10 business days, depending on your payment method.

Conditions for Returns

To be eligible for a return, please ensure that:

  • The Goods were purchased in the last 14 days.
  • The Goods are in the original packaging.
  • The Goods were not used or damaged.

The following Goods cannot be returned:

  • Goods made to your specifications or clearly personalized.
  • Goods that are not suitable for return due to their nature, deteriorate rapidly, or where the date of expiry has passed.
  • Goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
  • Goods that, after delivery, are inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Returning Goods

You are responsible for the cost and risk of returning the Goods to us.

To initiate a return, please contact our customer service team at info@zetrillo.com. They will guide you through the process and provide you with the appropriate return address.

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we recommend using an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Exchanges

If you wish to exchange the product for another one, the same return conditions apply. Contact us to initiate the exchange.

Once the original product is received and inspected, the replacement product will be shipped. If there's a price difference, necessary adjustments will be made.

Please note that we only replace Goods you received defective or damaged.

Gifts

If the Goods were marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be emailed to you.

If the Goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver.

Report Damage or Defect

We understand how frustrating a damaged or defective item can be. If your item is damaged or defective, we will work to resolve the issue and ask that you report any problems within 30 days of the delivery date. To ensure we make your order right, we may require a photo(s) of the damage and/or the original item to be returned when providing a resolution.

At times, our manufacturers are best suited to support your inquiries, so we may connect you directly with them to ensure you get the best resolution in a timely manner. When this happens, although you will be working directly with the manufacturer, we will monitor your resolution progress and step in if necessary.

If it has been more than 30 days since the date of delivery but the item has an eligible manufacturer's warranty or protection plan, please contact us for assistance.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us: