Refund policy
At House of Zana, we understand the importance of satisfaction with your purchases. We have designed our Returns Policy to ensure a straightforward and hassle-free process for our valued customers.
1. Eligibility for Returns:
- Items must be returned within 14 days of delivery.
- To be eligible for a return, items must be unused, unworn, and in the original packaging.
- Customised or personalised items are generally not eligible for return unless there is a manufacturing defect or an error on our part.
2. Initiating a, Exchange or Return:
To initiate a return or exchange, please use the Exchange & Returns Form included inside your parcel.
If you have any questions or issues, feel free to contact us via:
📧 Email: order@houseofzana.uk
📱 WhatsApp: +44 7418 626474
📸 Instagram: @_houseofzana
Return your item along with your completed form and order number using a tracked postal service to the following address:
House of Zana Workwear
Mandale Park
Urlay Nook Road
Eaglescliffe
TS16 0TA
3. Return Shipping:
- Customers are responsible for return shipping costs unless the return is due to a manufacturing defect or an error on our part.
- We recommend using a trackable shipping method to ensure the safe return of the items.
4. Inspection and Processing:
- Once we receive your returned items, our team will inspect them for compliance with our eligibility criteria.
- We aim to process refunds within 2 working days after receiving the returned item at our HQ.
5. Refunds:
- Refunds will be issued to the original payment method used during the purchase.
- Shipping costs (if applicable) are non-refundable.
6. Exchanges:
If you wish to exchange an item, please use our returns form and fill in the exchange information. If you do require help from us, please contact customer service at email: order@houseofzana.uk / Whatsapp +44 7418 626474 / Instagram @_houseofzana.
7. Damaged or Defective Items:
In the rare event that you receive damaged or defective items, please contact us immediately with photos and details.
8. Non-Returnable Items:
Certain items, such as used or personalised products, may not be eligible for return unless there is a manufacturing defect or an error on our part.
9. Contact Information:
For any questions or concerns regarding returns, please contact our customer service team at email: order@houseofzana.uk / Whatsapp +44 7418 626474 / Instagram @_houseofzana.
