Returns and Damage

How Do I Return My Order?

You can return your purchase for any reason within 30 days of receipt for an exchange or a refund of the purchase price including all outbound delivery and handling costs.

(To return items that have arrived damaged or faulty please see our "What If My Order Arrives Damaged?" or "Return or Replacement Parts" section below)

If you refuse delivery of an order, it will then fall under our standard return policy, where inbound shipping costs will be deducted from your refund.

Please note: made to order/special order items or items where hygeine is a concerrn which have been used or opened cannot be returned for a refund.

Enquiring about a return or replacement items/parts

When you want to enquire about a return or a replacement you simply email us at orders@zuggi.co.uk and include your order number, your name and what items you wish to return from your order. We may email you back to ask for photographs of the item if it was damaged so we can accuratly pin-point the damaged area and send a replacement part free of charge. Photographs may also be used to claim damage from the courier company. Once we have sucessfully sourced a new item or replacement part it will be shipped out to you as soon as they are available. If you decide you do not want parts or a replacement item, the item can be returned under our standard return policy. If a product arrives damaged, or we made an error, and it cannot be resolved with either a full replacement or replacement parts, we will pay to return the item to us.

What If My Order Arrives Damaged?

If an item arrives damaged, you are entitled to a like-for-like item to replace it or a replacement part for the item or a refund. As with the return and replacements equiry above, we may ask you for photographs of the damaged item to make sure that we are getting the right part and to claim damaged from the courier if necessary. If you decide you do not want parts or a replacement item, the item can be returned under our standard return policy. If a product arrives damaged, or we made an error, and it cannot be resolved with either a full replacement or replacement parts, we will pay to return the item to us. Wrap the item(s) carefully. All returned goods must be in original condition and packaging, if you do not have the original packaging you will be asked to provide sufficient packaging to protect the product(s) during the return to us.

On the odd occasion an item may be delivered that is slightly damaged, this can happen even though our products are securely packaged. If an item is damaged in any way or you find that some parts are missing, you should call or email us quoting your order number and we will send you a new item or if any parts are missing we will dispatch replacements at no additional charge.

If your item is delivered using one of the large parcel courier companies, when accepting delivery of your item you should check the packaging for any damage, should you spot any damage you should notify the delivery driver and write "Damaged Goods" on the delivery documents. You can then refuse delivery, if you do so please make sure to call or email us so we can organise the return and send you out a new item.

Using our Standard Return Policy:

You can return your purchase for any reason within 30 days of receipt for an exchange or a refund of the purchase price including all outbound delivery and handling costs.

Please email orders@zuggi.co.uk and include your order number, what product(s) and how many boxes you are returning and your name.

Wrap the item(s) carefully. If you do not have the original packaging you will be asked to provide sufficient packaging to protect the product(s) during the return to us.

Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order the inbound delivery costs will be deducted from your refund.

If you are returning the product using your own preferred delivery method please send it back to the returns address you are provided with. This may be to our main office or to a distribution centre.

Save your tracking number and email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.

If a product arrives damaged, or we made an error, and it cannot be resolved with either a full replacement or replacement parts, we will pay to return the item to us for a full refund.

All returned products must be in original condition and packaging; otherwise, additional charges may be applied. If you have assembled or in some way modified your products we may not be able to accept returns.

Made to order/special order items and items where hygeine is a concerrn which have been used or opened cannot be returned for a refund.