We want you to be happy with what lands on your doorstep. If something's not quite right, here's how refunds work at Zubeldia.

1. Your 14-day right to cancel

Under EU and UK consumer law, you have 14 days from receiving your order to change your mind and request a refund, without needing to give a reason. See our Withdrawal & Cancellation page for the full process and model form.

2. Condition of returned goods

Items should be unused and in their original packaging where possible. We may make a deduction from your refund if the value has been reduced by handling beyond what's needed to check the item, much like you would in a shop.

3. Faulty or damaged items

If your order arrives faulty, damaged, or not as described, get in touch with photos at contact@zubeldia.com and we'll sort a replacement or full refund — no need to send anything back first in most cases.

4. How refunds are issued

Refunds are made to your original payment method within 14 days of us receiving the returned item, or of you providing proof of postage — whichever is sooner. Shipping costs are refunded at the standard rate; if you chose a faster option, only the standard cost is refunded.

5. What's not covered

Personalised or hygiene-sealed items where the seal has been broken cannot be returned for change-of-mind reasons, in line with standard consumer protection exemptions.

6. Get in touch

Any questions about a refund — email contact@zubeldia.com and we'll get back to you, usually within one working day.