Returns & refunds

1. Standard returns (change of mind)

If you are a UK consumer, you may cancel your contract and return any unworn item in original condition with tags and packaging within 30 calendar days of the day you received the goods. We will refund the product price using the same payment method where possible. Original outbound postage is not refunded unless the whole order is cancelled before dispatch.

2. What we cannot accept

• Items without hygiene seals where those seals have been broken (e.g. socks, swimwear, mouth guards) unless faulty.
• Goods that smell of smoke, perfume or laundry detergent, or show wear, scuffs or pitch mud.
• Products marked final sale, including most limited-numbered drops and clearance lines where this is stated at checkout — statutory rights for faulty goods still apply.
• Free promotional gifts or bundle components returned without the main item, unless we agree otherwise in writing.

3. How to start a return

Email ZenSport@proton.me with your order number (or name + postcode used at checkout). We will reply with a returns authorisation and the inbound address in Stoke-on-Trent. Please do not send parcels without contacting us first — we cannot refund items lost in transit to the wrong warehouse.

4. Return postage

Unless the item is faulty or we sent the wrong product, you pay return postage. We recommend a tracked service and keeping proof of posting until your refund is issued.

5. Refunds and timing

Once we receive and inspect your return (usually within 2 working days of delivery to us), we will confirm by email and process your refund within 5 working days. Your bank or card issuer may take a further few days to show the credit.

6. Exchanges

Need a different size or colour? The fastest route is to order the correct item online and return the original for a refund under this policy, subject to stock. If you prefer a direct swap, mention it in your returns email — we will help where stock allows without extra shipping where the error was ours.

7. Faulty or mis-described goods

If something arrives damaged, incomplete or not as described, contact us within 30 days with photos. We will repair, replace or refund at no cost to you, including reasonable return postage, in line with the Consumer Rights Act 2015.

8. International orders

Customers outside the UK may return goods within 30 days of delivery subject to the same condition rules; return shipping and any import charges are your responsibility unless the item is faulty. Customs paperwork must mark the parcel as a return of UK goods to avoid duplicate duty.

9. Contact

ZenSport Limited, Innovation Way, Stoke-on-Trent ST6 4BF · ZenSport@proton.me · +44 1782 643 905