Refund & Returns Policy

Last updated: 27 September 2026

Thank you for shopping with Zavelle Collective.

We want you to be happy with your purchase. This policy explains your rights and our procedures for cancellations, returns, damaged or faulty items, refunds, and personalised products.

For any return or refund inquiry, please contact:

Email: support@zavellecollective.com
Website: zavellecollective.com

Please contact us before sending any item back. We will confirm the return instructions for your order. Our authorised returns mailing address is listed in Section 15; please use it only after we have confirmed your return instructions. Our business correspondence address is not a product returns address. This process does not limit your statutory cancellation or return rights.

1. Change-of-mind returns

For eligible standard, non-personalised products purchased online, you may notify us that you wish to cancel and return your order within 14 days of receiving it.

Once you have notified us that you wish to cancel, you should send the eligible item back within a further 14 days.

You do not need to provide a reason for a change-of-mind return.

To start a return, email support@zavellecollective.com and include:

• your order number;
• your full name;
• the product you wish to return; and
• the reason for contacting us, if you wish to provide one.

We will reply with the appropriate return instructions.

Please do not send products back without first contacting us.

2. Condition of returned products

Change-of-mind returns must be returned in a condition consistent with reasonable inspection of the product.

Products should, where possible:

• be unused other than what is reasonably necessary to inspect them;
• be unworn and unwashed in the case of clothing;
• be returned with original tags or packaging where supplied; and
• not have been damaged after delivery.

Customers may inspect an item in the same way they reasonably could in a physical shop.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, we may reduce the refund to reflect any loss in value where permitted by law.

3. Return postage for change-of-mind returns

For a return made simply because you changed your mind, ordered the wrong size or colour, or no longer want the product, you are responsible for the cost of returning the item to us, unless we tell you otherwise.

We recommend using a tracked postal service and keeping proof of postage until your refund has been completed.

Original upgraded or express delivery charges are not refundable beyond the cost of our least expensive standard delivery option where applicable.

4. Damaged, faulty, misprinted, or incorrect products

If your product arrives:

• damaged;
• defective;
• misprinted;
• materially different from what you ordered; or
• you receive the wrong item,

Please contact support@zavellecollective.com as soon as reasonably possible.

For the quickest resolution, we recommend contacting us within 30 days of delivery, although this does not limit any statutory rights you may have.

Please provide:

• your order number;
• a description of the problem; and
• clear photographs showing the issue and, where relevant, the packaging.

Depending on the circumstances, we may offer the following:

• a replacement;
• a reprint;
• a repair where appropriate; or
• a full or partial refund.

Where an item is confirmed to be faulty or incorrect, you will not be required to pay reasonable return costs.

In many cases, we may be able to resolve a damaged or defective product claim without requiring the physical item to be returned. Please wait for our instructions before posting anything.

5. Personalised and custom-made products

Certain products may be created specifically to a customer's individual instructions, for example, when you request

• your own name;
• photograph;
• wording;
• personalised message;
• individually selected custom artwork; or
• another bespoke alteration made specifically for you.

Where permitted by applicable law, clearly personalised or custom-made products may not qualify for change-of-mind cancellation or return rights.

This does not affect your rights if a personalised product is faulty, damaged, incorrectly made, or not as described.

Our normal standard-design Zavelle Collective products are treated separately from individually personalised orders under this policy.

6. Print-on-demand products

Many Zavelle Collective products are produced after an order is placed.

The fact that an item is produced using print-on-demand fulfillment does not reduce the rights we expressly provide to customers under this policy.

Eligible standard-design products may therefore still qualify for our change-of-mind return process described above.

Products that have been individually personalised or custom-made for you may be treated differently as explained in Section 5.

7. Exchanges

We currently do not operate a direct exchange service for change-of-mind purchases.

If you would prefer another size, colour or product, please do the following:

1. request a return for the eligible original item; and
2. Place a new order for the replacement product.

If we supplied an incorrect or defective product, contact us before placing another order because we may arrange a replacement directly.

8. Refunds

Once we receive your eligible returned item or satisfactory evidence that it has been returned where applicable, we will inspect the return and notify you about your refund.

Approved refunds will be issued to the original payment method.

For eligible statutory cancellation returns, refunds will be processed within the applicable legal timeframe and ordinarily no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back, whichever is appropriate under applicable law.

Depending on your bank, card provider, or payment service, it may take additional time for the refund to appear in your account after we issue it.

Your refund is handled by Zavelle Collective and returned through your original payment method.

9. Original delivery charges

Where required by applicable consumer law, an eligible cancellation refund will include the cost of the least expensive standard delivery option offered for the original order.

If you selected a more expensive shipping method, such as express delivery, the additional cost above our standard delivery rate may not be refundable.

10. Products that cannot normally be returned

Subject to your statutory rights, we may be unable to accept change-of-mind returns for:

• clearly personalised or custom-made products;
• digital products once supplied where the applicable right of cancellation has lawfully been waived; gift cards;
• sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, where applicable; and
• Products damaged through misuse after delivery.

Faulty, damaged, incorrectly supplied, or misdescribed products remain subject to your applicable consumer rights.

11. Order cancellations

If you want to cancel an order before it has been dispatched, contact us immediately at support@zavellecollective.com.

Because many products enter production quickly, we cannot guarantee that we will be able to stop an order before fulfilment begins.

However, where your order remains eligible for statutory or contractual cancellation rights, those rights are not removed merely because production has started.

12. Returned parcels

Please do not return products to the sender address printed on the parcel unless we specifically instruct you to do so.

Different products may be fulfilled from different facilities.

Contact support@zavellecollective.com first, and we will provide the correct return instructions.

We cannot guarantee that unauthorised returns sent to an incorrect address can be recovered.

13. Failed deliveries and incorrect addresses

Customers are responsible for providing a complete and accurate delivery address when ordering.

If an order cannot be delivered because an incorrect or incomplete address was provided, additional shipping or replacement costs may apply where legally permitted.

If the delivery problem was caused by us or our fulfilment/carrier arrangements, contact us and we will investigate.

14. Your statutory rights

Nothing in this policy is intended to limit or exclude any rights you have under applicable consumer-protection law.

For UK consumers, this includes rights relating to online purchases and faulty, misdescribed, or unsatisfactory goods.

Customers in the European Union and other jurisdictions may have additional mandatory consumer rights that continue to apply regardless of anything stated in this policy.

Where applicable consumer law provides greater protection than this policy, the applicable law takes precedence.

15. Contact us

For cancellations, returns, damaged products, refund enquiries, or other questions about this policy, contact:

Zavelle Collective
Email: support@zavellecollective.com
Website: zavellecollective.com

Authorised returns mailing address
Rose Kama / Zavelle Collective
Unit 173655, Courier Point
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom

Please send items to the authorised returns mailing address above only after contacting us and receiving the return instructions for your order. Do not send returns to our business correspondence address or the sender address on your parcel unless we specifically instruct you to do so.

Business correspondence address (not for product returns)
Rose Kama / Zavelle Collective
Lytchett House
13 Freeland Park, Wareham Road
Poole, Dorset
BH16 6FA
United Kingdom

Please include your order number so we can assist you quickly.