Returns & Refunds Policy

House of Zana Workwear

We want you to be happy with your purchase. Whether you've ordered workwear, uniforms, scrubs or other clothing, we understand that sometimes an item may not be quite right.

This policy explains how to return an item, request a refund, report a problem or arrange an exchange.

1. Our 14-day returns policy

We offer a voluntary 14-day return period for eligible items.

You have 14 calendar days from the date your order is delivered to request a return.

To qualify for a return under this voluntary policy, items must be:

• Unworn and unused, except for reasonable fitting or inspection.

• Clean and in a resaleable condition.

• Returned with their original tags and packaging where reasonably possible.

• Accompanied by your order number or proof of purchase.

Trying on clothing to check the fit is acceptable. However, items showing signs of prolonged wear, washing, damage or use beyond reasonable inspection may not qualify under our voluntary returns policy.

This does not affect your statutory rights, including your rights relating to faulty goods.

2. How to request a return

To start a return please fill out the returns form provided in your parcel with your order.

Include your order number, the items you wish to return and whether you would prefer a refund or exchange.

If the item is damaged, faulty or incorrect, please include a brief description and photographs where possible.

Send your parcel to our return address below. Return postage is the customer's responsibility, and we recommend using a tracked delivery service so you can monitor your parcel's progress and confirm delivery.

Returns Address:

House of Zana Workwear
9 Mandale Business Park
Urlay Nook Road
Eaglescliffe
TS16 0TA
United Kingdom

Please retain proof of postage and use a tracked service where practical.

For returns under our voluntary 14-day policy, contact us within 14 days of delivery and follow the return instructions provided.

3. Return postage costs

The cost of returning an item depends on the reason for the return.

For unwanted items, customers arrange and pay for return delivery using a suitable postal or courier service. There is no fixed return postage fee charged by House of Zana Workwear under this proposed policy; the amount depends on the service purchased from the carrier.

For qualifying faulty, damaged or incorrectly supplied goods, please contact us before returning the item so that we can arrange or reimburse reasonable return costs.

We do not charge a separate restocking fee under this proposed policy.

4. UK returns and your right to cancel

If you are a UK consumer purchasing online, you will generally have a legal right to cancel eligible purchases within 14 days of receiving the goods, without giving a reason.

After notifying us of cancellation, you generally have a further 14 days to send the goods back.

Where the statutory cancellation right applies, we will refund the cost of the cancelled goods and the applicable standard outbound delivery charge in accordance with the law.

If you selected a more expensive delivery service, we are not required to refund the additional amount above the least expensive standard delivery option offered.

Refunds for statutory cancellations will be made within the legally required timeframe. Where permitted, we may wait until we receive the goods or evidence that they have been returned.

Our voluntary 14-day policy provides additional flexibility and does not replace or limit your statutory rights.

5. International returns

We accept eligible returns from international customers within the applicable return period.

For unwanted items, international customers are responsible for arranging and paying for return postage to the United Kingdom.

Return postage costs will vary depending on the country of origin, parcel weight, dimensions and carrier selected.

Customers should complete customs declarations accurately and identify the parcel as returned merchandise where appropriate.

House of Zana Workwear is not responsible for refunding import duties or taxes paid directly to overseas authorities, except where required by applicable law or where we have expressly agreed otherwise.

If your item is faulty, damaged or incorrect, contact us before arranging international return postage. We will advise on the appropriate process and any costs we are required to cover.

Additional consumer protections may apply in your country of residence.

6. Refund processing

Once we receive your return, we will inspect the items and confirm the outcome.

For eligible voluntary returns, we aim to process approved refunds within 5 working days of receiving and inspecting the goods.

Refunds will normally be issued to the original payment method.

Your bank or payment provider may take additional time to credit your account.

For statutory cancellations and faulty goods, any applicable legal refund deadlines will take precedence over our voluntary processing target.

If a refund is refused or reduced under our voluntary policy, we will explain the reason.

7. Exchanges and incorrect sizes

If you have ordered the wrong size, please fill out the returns/exchanges form provided in your parcel with your order.

Include your order number, the items you wish to return for an exchange.

Exchanges depend on product availability.

For voluntary size exchanges, customers are responsible for returning the original item and may be required to pay the delivery charge for the replacement item. Any replacement delivery charge will be confirmed before proceeding.

If we have supplied the wrong size or product, we will arrange a suitable correction without charging you additional delivery costs, in accordance with your legal rights.

8. Damaged, faulty or incorrect products

Please inspect your order when it arrives.

If an item is damaged, defective or different from what you ordered, contact us as soon as reasonably possible.

Include your order number, a description of the issue and photographs where available.

Depending on the circumstances and your legal rights, we will arrange an appropriate remedy, which may include a replacement, repair or refund.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

9. Personalised and customised products

Certain products that are made to your specifications or clearly personalised, such as garments embroidered with a company logo or individual name, may be excluded from change-of-mind cancellation rights.

Where an exclusion applies, it will be made clear before purchase.

Personalised items remain covered by your statutory rights if they are faulty, damaged or not as described.

10. Items that cannot be returned

Certain items may be excluded from change-of-mind returns where permitted by law, including qualifying personalised products and certain sealed goods that cannot be returned for health or hygiene reasons once unsealed.

Any applicable product-specific exclusions will be identified before purchase.

Exclusions do not affect your rights where goods are faulty or not as described.

11. Orders returned because delivery was refused

If a parcel is refused or not collected, please contact us.

We will assess the circumstances and explain the refund or redelivery options available.

Any deductions from a voluntary refund will be explained and applied only where lawful. Statutory cancellation and consumer rights will continue to apply.

12. Contact us

For all returns, exchanges and refund enquiries:

House of Zana Workwear
Email: order@houseofzana.uk
Address: Unit 9, Mandale Park, Urlay Nook Road, Eaglescliffe, Stockton-on-Tees, TS16 0TA, United Kingdom.

Please include your order number so we can assist you promptly.