Return & Refund

Dedicated to your health, pleasure, and satisfaction, our products undergo rigorous testing, and shipments are thoroughly inspected before dispatch. In the rare event of an issue with your product, necessitating a replacement or refund, we'll do our utmost to assist you.

Due to the personal nature of our products, opened, part-consumed, or used items cannot be returned.

What is your return policy?

Please note, we do not accept exchanges and/or returns for any opened or used products. To be eligible for a refund or exchange on a damaged item, you must first email us within 7 days of receiving the product.

My item is faulty, how do I return or exchange it?

We’re sorry to hear that! If you’ve gone through the checklist above and your item still isn’t working, we’ll gladly sort things out for you. Get in touch with one of our by email us at support@zalotoy.co.uk and give us some details, including:

  • Proof of purchase
  • Order number (if purchased online)
  • Your full name
  • Contact details like your email address and phone number
  • What the item and fault are

We’ll assess your item and let you know the outcome of our inspection and who will be responsible for return shipping.

  • If the product is defective, Zalotoy.uk will repair, replace, or refund the paid amount in full upon proof of purchase.
  • If it’s not a product problem,Customers are responsible for the return shipping cost for return

Exchange

We do not recommend exchanges. If you wish to exchange an item, we suggest placing a new order for the desired item and returning the original one for a refund.

For the below circumstances, we don't accept a refund request without return. But we can offer a coupon for your next order.

(However, we can offer a coupon for your next order, please contact our customer service for details.)

  1. Don't like the item;
  2. Not fit as expected without any quality problems;
  3. Shipping status shows delivered but the buyer didn't received;
  4. Differences/misunderstanding (on products) which has already been claimed in our description/title;
  5. Placed a wrong order and shipped.

When can I expect my refund?

Credit card refunds will appear on your statement in the next billing cycle or, in the case of online banking, should appear in your account within 5-10 business days after your credit is applied. If you haven’t received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@zalotoy.co.uk.