Refund policy

Trade customer returns policy

1. About these terms

1.1 Orders with Custom Specification items may not be cancelled without prior written agreement from Zuno OpCo Limited

1.2 You may cancel all other orders at any time before they are dispatched by emailing orders@zuno.store

1.3 Before returning any items you must contact us either by emailing orders@zuno.store

1.4 You may return items other than Custom Specification within 30 days from the date of delivery/collection provided that the following conditions apply (unless they are faulty):

(a) Items will only be accepted if they are unused and fit for immediate re-sale

(b) The packaging is sealed and in good condition

(c) You must supply the receipt or other proof of purchase (order confirmation emails will not be sufficient for these purposes)

1.5 Non-faulty items returned to us under the conditions detailed in 1.4 are subject to the following:

a) A restocking fee may be charged for non-stock items ordered directly from one of our suppliers. For example: A supplier may charge the trade customer a 25% restocking charge to take an item back and we may also need to pay for the cost of returning it (normally by courier). These costs have to be passed back to the original purchaser where items are not faulty

(b) The risk of returning a non-faulty item(s) shall be at your cost

1.6 Zuno OpCo will examine returned items and will process any refund owed to you within 30 days. The price of the items will be refunded less any applicable delivery/collection or restocking charges the trade customer may incur

1.7 We cannot offer refunds or accept returns on the following (unless faulty):

(a) Custom Specification items

(b) Specially sealed packages that have been opened on sensitive electronic items (e.g. boiler printed circuit boards)

(c)  Items that have been fitted

1. Consumer returns policy

1. Definitions

1.1 You may cancel other Orders at any time before they are dispatched by emailing orders@zuno.store

1.2 If you have received the items before you cancel your order you must send the items back to the address supplied by us at your own cost and risk. You should obtain proof of postage

1.3 Orders placed for items that are made to your specifications, personalised or non-stocked items specifically ordered at your request (“Custom Specification items”) cannot be cancelled. We will contact you to let you know whether your order contains any such items

1.4 You may return items other than Custom Specification items within 30 days from the date of delivery/collection provided that the following conditions are satisfied (unless they are faulty):

(a) Items will only be accepted if they are unused and fit for immediate re-sale

(b) The item(s) is in its original packaging and is unopened

(c) You must supply the receipt or other proof of purchase (order confirmation emails will not be sufficient for these purposes)

1.5 Before returning any items you must contact us by emailing orders@zuno.store

1.6 Except where otherwise agreed, you are responsible for the cost of returning the items to us. You should obtain proof of postage

1.7 Where items have been damaged whilst in your possession, we are not obliged to accept their return. In such circumstances, we will notify you that the items are available for re-collection or re-delivery (at your cost)

1.8 We cannot offer refunds or accept returns on the following (unless they are faulty):

(a) Custom Specification items

(b) Sealed packages have been opened on sensitive electronic goods (eg Hive Thermostat);

(c) Items that have been fitted

1.9 If an item is faulty or has been damaged during delivery, we will exchange the product or provide you with a full refund together with any applicable delivery charges and any reasonable costs you incur in returning the item to us. We reserve the right to inspect all returned products prior to agreeing to any refund

1.10 Zuno OpCo will examine returned items and will process any refund owed to you within 30 days. The price of the items will be refunded less any applicable delivery/collection or restocking charges the consumer may incur

1.11 We will refund any payments made to us using the same method originally used by you to pay for your purchase