Refund policy

Your 14-day right of withdrawal

If you are a consumer shopping from the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right, contact us at hello@zoomsy.store within 14 days of receiving your item, letting us know you wish to withdraw. You don't need to give a reason, and you don't need to have opened or tried the product beyond what's reasonable to check it works, in the same way you'd handle it in a physical shop.

Sending the item back

Once you've told us you're withdrawing, send the item back to us within 14 days at: Zoomsy Returns, [RETURN ADDRESS].

Unless we've stated otherwise for a specific order, you are responsible for the direct cost of returning the item.

Condition of returned items

You're allowed to unpack and check the item to see that it works and matches its description, the same way you would in a store. If the item shows signs of use or handling beyond that (for example, visible wear from regular use, missing parts, or damage), we may deduct a fair amount from your refund to reflect the reduced value. We assess this case by case; we don't reject refunds outright just because original packaging is missing.

When and how you get your money back

We refund the full purchase price (including the standard delivery cost you originally paid) to your original payment method. We do this within 14 days of receiving the item back, or of you providing proof that you've sent it (for example a shipping receipt), whichever happens first. We may withhold the refund until then.

A few exceptions

The 14-day withdrawal right doesn't apply to goods made to your specification or clearly personalized, goods that are sealed for health or hygiene reasons once you've unsealed them after delivery, or perishable goods. If any product listing is affected by one of these exceptions, we'll state it clearly on the product page.

Something arrived damaged or faulty?

That's different from a change-of-mind return, and separate from the 14-day withdrawal right. Email us at hello@zoomsy.store with photos and your order number, and we'll sort out a replacement or full refund, including return shipping, at no cost to you.

Questions?

Email hello@zoomsy.store. We usually reply within 1-2 business days.