Zam Zam Water

Returns & Refunds Policy

Change of Mind Returns

You have the right to cancel your order within 14 days of receiving your items, in accordance with the UK Consumer Contracts Regulations.

To be eligible for a return:

Items must be unused, unworn, and in original packaging
You must contact us within 14 days of delivery
Returns must be sent back within 14 days of approval

Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.

Non-Returnable Items

The following items are non-returnable for hygiene or safety reasons, unless they are faulty, damaged, or incorrect:

Worn or used items
Hygiene-sensitive items once opened (e.g. underwear, earrings, cosmetics)
Custom-made or personalised items

This does not affect your statutory consumer rights.

Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, you are entitled to a refund, repair, or replacement under the UK Consumer Rights Act 2015.

Please contact us as soon as possible and provide clear photos or videos showing the issue.

We recommend reporting the issue within 24–48 hours of delivery to allow us to resolve it quickly.

Faulty Item Timeframes

Within 30 days of delivery, you may request a full refund
After 30 days and within 6 months, we may offer a repair or replacement
If a repair or replacement is unsuccessful, you are entitled to a refund

Refunds

Once your return has been received and inspected:

Approved refunds will be issued to the original payment method, including Klarna or Clearpay
Refunds are processed within 5–10 working days
Shipping fees are non-refundable unless the return is due to a fault or error on our part

For Klarna or Clearpay orders, refunds will be processed in line with their policies, and your payment schedule will be updated accordingly.