Simple summary: You can return any item within 14 days of receiving it for any reason. Returns must be unused and in original packaging. We'll refund you within 14 days of receiving the return.
Our returns promise
We want you to be completely happy with your order from Zyphora Hub. If for any reason you're not satisfied, we make it easy to return your items and receive a full refund.
This policy is in addition to your statutory rights under UK consumer law, which we will always honour in full.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason.
Once you have notified us of your cancellation, you have a further 14 days to return the goods to us.
This right applies to online purchases. It does not apply to customised or personalised items (see exceptions below).
How to return an item
Contact us within 14 days of receiving your order
Email returns@zyphorahub.com with your order number and the item(s) you wish to return. We'll confirm receipt and provide return instructions within 2 business days.
Pack the item securely
Items must be returned unused, in their original packaging, and in the same condition as received. Include a note with your order number and name inside the parcel.
Send the parcel back to us
You are responsible for the cost of return postage unless the item is faulty or incorrectly sent. We recommend using a tracked service — we cannot accept liability for items lost in transit on the way back to us.
Receive your refund
Once we receive and inspect the returned item, we will process your refund within 14 days.
Refunds
We will refund the full price of the item(s) returned, including the standard delivery charge you paid (if any). We are not required to refund premium or express delivery charges.
Refunds are issued to the original payment method:
- Credit/debit card: 3–5 business days after processing
- PayPal: 1–3 business days after processing
- Klarna: 5–7 business days — Klarna will update your payment plan accordingly
We will notify you by email when your refund has been processed. If you do not receive your refund within the stated timeframe, please contact your bank before contacting us.
We reserve the right to make a deduction from your refund if the value of the goods has been reduced as a result of you handling them beyond what is necessary to establish their nature, characteristics, and functioning.
Faulty or damaged items
If you receive an item that is faulty, damaged, or not as described, you have additional rights under the Consumer Rights Act 2015:
- Within 30 days: You can request a full refund, replacement, or repair.
- Within 6 months: We will repair or replace the item. If this is not possible, we will refund you.
- After 6 months: You may still have rights to a repair or replacement if you can demonstrate the fault existed at the time of purchase.
Please contact us at returns@zyphorahub.com with a photograph of the damage and your order number. We will cover the cost of return postage for faulty or incorrectly sent items.
Exceptions — items we cannot accept back
The following items cannot be returned unless they are faulty:
- Items that have been opened, used, or had their hygiene seals broken (where applicable)
- Items that are no longer in their original packaging with all labels and tags intact
- Personalised or customised items made to your specification
- Items returned more than 14 days after you notified us of your cancellation
Need help?
Our customer service team is happy to assist with returns and refunds:
Email: returns@zyphorahub.com
Response time: Within 2 business days
Your statutory rights are not affected by this policy. For more information on your rights as a UK consumer, visit Citizens Advice.