Refund policy
Last updated: August 17, 2026
At ZELLO, customer satisfaction is important to us. We want you to feel confident when shopping with us.
Returns
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which you received it, unused and in its original packaging.
You will also need your receipt or proof of purchase.
To start a return, please contact us at:
Items sent back to us without first requesting a return may not be accepted.
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival.
If your item is defective, damaged or if you receive the wrong product, please contact us as soon as possible so that we can evaluate the issue and provide an appropriate solution.
Please include:
- Your order number
- A description of the problem
- Photos or videos showing the issue
Exceptions / Non-Returnable Items
Certain types of items may not be eligible for return, including:
- Personalised products
- Gift cards
- Items that have been used or damaged by the customer
- Products that cannot be returned for hygiene or safety reasons once opened, where applicable
Please contact us if you have questions about a specific item.
Exchanges
The fastest way to receive a different item is to contact our customer support team so that we can provide the appropriate instructions.
Return Shipping
Unless the item is defective, damaged or incorrect, return shipping costs are generally the responsibility of the customer.
Original shipping costs are generally non-refundable unless required by applicable law.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method.
Please remember that your bank or payment provider may require additional time to process and post the refund.
Cancellation
If you wish to cancel your order, please contact us as soon as possible at:
We cannot guarantee cancellation if the order has already been processed or shipped.
Contact Information
ZELLO
Legal Business Name: AUREVO COMMERCE LTD
Business Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: aya20030505@gmail.com
Phone: +44 7888 796826
Website: zello.shop