Refund policy
Return, Cancellation and Refund Policy
At THE ZUR, we want you to be fully satisfied with your purchase.
If for any reason you are not, we accept returns within 15 days of delivery. This policy does not affect your statutory rights.
Cancelling Before Dispatch
You may cancel your order for a full refund at any time before it has been dispatched. Please email hello@thezur.com as soon as possible with the subject line CANCELLATION – [Your Order Number].
If your order has already been dispatched, please follow the returns process below.
UK and EU Right of Withdrawal
Where applicable, customers purchasing online have the right to notify us that they wish to cancel their purchase within 14 days of receiving the order. To exercise this right, email hello@thezur.com with a clear cancellation request and your order number. After your request is approved, we will provide the return address, a return shipping label and instructions.
Returns
To be eligible for a return, your item must be:
- unused and in the same condition as received
- with all original tags attached
- returned in its original box and packaging
To request a return, please email hello@thezur.com with the subject line RETURN – [Your Order Number].
If your return is approved, we will provide the return address and instructions. Please do not send an item back before receiving approval, as unauthorised returns will not be accepted.
Return Shipping
We offer free return shipping for approved returns. Once your return request has been accepted, we will provide a return shipping label and instructions.
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item arrives damaged, defective or incorrect, contact us immediately at hello@thezur.com so we can review the issue and make it right.
Exchanges
If you would like a different item, the easiest option is to return your original order and place a new order once your return has been approved.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Any standard delivery charge will also be refunded where required by applicable law. Processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved, please contact hello@thezur.com.