ZEUS RETURNS POLICY
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
It is important that you check your order or items upon receipt and always before use. If any issues occur, please report them to us immediately for our review.
Before attempting to return an order, you will need to contact our customer care team via email at email@example.com to request a returns number. Without this number it can be difficult to process your return.
Your statutory rights
Our Returns Policy does not affect your statutory rights. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
Right to Cancel
If you change your mind about your purchase, you have the right to cancel the contract within 30 days after the day you (or someone you nominate) receives the products, unless you have ordered a subscription of gel pads. In this case, you have until 30 days after the day you (or someone you nominate) receives the first delivery of the products. This right of cancellation is lost in certain circumstances. Please see our terms of sale for further details.
To exercise this right to cancel, you must inform us of your decision to cancel this contract by contacting us via email and obtaining a returns number. Alternatively, you can submit the model cancellation form found here online or print it off and complete it and post it back to us.
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of standard delivery. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement due to you as soon as possible and not later than:
(a)14 days after the day we receive back from you any goods supplied; or
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however unfortunately mistakes can occur. Please accept our apologies if you have received an incorrect item.
Please contact our customer care team at firstname.lastname@example.org who will look into the matter immediately. In some cases, we may require further information such as pictures so we can choose the best course of action.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems occur. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately.
Please contact the customer care team at email@example.com. Please attach any pictures you have of the damage to the message. We will review the details and offer the best resolution to resolve the situation.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this, we ask that you contact our customer care team at firstname.lastname@example.org Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Care team at email@example.com to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details, we will provide you with a returns number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form/number is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
‐If we sent you the wrong item
‐If the item is damaged or faulty
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact firstname.lastname@example.org or by post at:
Zeus Customer Care Department, Morgan Innovation and Technology, Unit 17 Petersfield Business Park. Bedford Road, Petersfield. Hants GU32 3QA.