Returns

At ZYLO, we want you to feel confident when shopping with us. If something is not quite right, this Returns Policy explains your rights and how returns and refunds work.

This policy applies to orders shipped within the United Kingdom and should be read alongside our Terms of Service.

1. Our 30-Day Returns Policy

We offer free returns within 30 days of delivery for eligible UK orders.

To qualify for a return under our 30-day returns policy, items must be:

unworn
unwashed
unused
in their original condition
returned with original tags attached
returned in the original packaging where reasonably possible

To start a return, please email support@newzylo.com with your order number and the item(s) you wish to return.

Please do not send items back without contacting us first, as this may delay processing.

2. Your Statutory Right to Cancel

If you purchase from us online, you generally also have the legal right under UK consumer law to cancel your order within 14 days of receiving your item(s), and then a further 14 days to send them back after telling us you want to cancel.

This legal right applies in addition to our 30-day returns policy and does not affect your statutory rights.

3. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on the following unless they are faulty, damaged, incorrect or not as described:

swimwear where the hygiene seal has been removed or damaged
earrings for pierced ears
underwear or intimate items
gift cards
any item clearly marked as final sale, where permitted by law

4. Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us within 48 hours of delivery at support@newzylo.com and include:

your order number
a description of the issue
clear photographs showing the problem

Where an item is faulty, not as described or incorrect, you may be entitled to a repair, replacement or refund in accordance with your statutory rights.

5. How to Start a Return

To request a return, please email support@newzylo.com.

Please include:

your full name
order number
item(s) you wish to return
reason for return

If your return is eligible, we will provide return instructions.

6. Return Shipping Costs

We offer free returns within the United Kingdom for eligible items returned in accordance with this policy.

If you return an item that is not eligible for free return, or if the item does not meet the conditions of this policy, we may refuse the return or deduct any direct return costs where permitted.

7. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method within 5–10 working days. Your payment provider may take additional time to process the refund.

If you cancel your order under your statutory cancellation rights, we will refund the cost of standard delivery if you are returning the entire order. If you selected a premium or upgraded delivery option, we will refund only the cost of standard delivery.