Returns and cancellations

14 days to change your mind, and full rights if an item is faulty or not as described.

Changing your mind

You have 14 days from the day you receive your order to tell us you want to cancel it. That is the period the Consumer Contracts Regulations 2013 give you for anything bought online, and it applies to every item on this site whatever its grade. Buying clearance stock or a customer return does not take a single right away from you. Every right set out on this page applies in full, whatever grade the item is.

You do not have to give a reason. Email support@zorwix.co.uk with your order number and say which items you are sending back.

Once you have told us, you have a further 14 days to get the goods back to us. You pay the return postage when you are simply changing your mind — we are telling you that here, before you buy, because the law says a shop that does not tell you has to pay it itself.

We refund within 14 days of the goods reaching us, or of you sending us proof that you have posted them — whichever happens first. The refund goes back to the card you paid with. Delivery was free, so there is no delivery charge to refund.

Send it back as you got it

You are allowed to handle an item as you would in a shop. If it comes back used beyond that — a tool that has clearly done a job, a rug that has been laid and walked on — we can reduce the refund to reflect the loss in value. We will tell you the figure and why, with photographs, rather than quietly refunding less than you expected.

What cannot be returned just because you changed your mind

• Sealed audio, video or software once the seal is broken.
• Items sealed for health or hygiene reasons once that seal is broken.
• Anything made or personalised to your order.
• Goods that by their nature cannot be separated again once mixed with something else after delivery.

None of the above affects your rights if the item is faulty.

If the item is faulty or not as described

This is a different thing entirely, and a better deal for you.

• Within 30 days of delivery you can reject a faulty item outright and have all your money back.
• After that, you can ask for a repair or replacement, and if that is not possible or does not fix it, a refund or a price reduction.
• We pay the return postage on anything faulty or not as described. Do not post it at your own expense — email us and we will send you a label.

Grades, and what "faulty" means for clearance stock

Everything we sell is clearance: brand new, open box, ex-display or a customer return. Every item is graded by hand before it is listed and the grade is on the page you bought from, with any fault written out.

If we have described something wrongly, say so. We would rather hear it than have you keep something you are not happy with — and we would rather fix the description than sell the next one the same way. See what each grade means.

How to send something back

1. Email support@zorwix.co.uk with your order number and what you are returning.
2. We reply with the address and, if the item is faulty, a prepaid label.
3. Pack it so it survives the journey and put a note with your order number inside the box.
4. Get a proof of postage. It is free and it is what protects you if the parcel goes missing on the way back.

Zorwix Ltd — Returns
Unit 8, B Block
Sycamore Industrial Estate
Blackpool
Lancashire
FY4 3RL

The cancellation form

You do not have to use this. An email saying you want to cancel is enough, and so is a letter. But the law says we have to put the form in front of you, so here it is — copy it into an email to support@zorwix.co.uk if you would rather use the wording the regulations set out.

To Zorwix Ltd, Zorwix Ltd — Returns, Unit 8, B Block, Sycamore Industrial Estate, Blackpool, Lancashire, FY4 3RL, support@zorwix.co.uk

I hereby give notice that I cancel my contract of sale for the
following goods:

  Order number ......................................................
  Item(s) ...........................................................

  Ordered on ..................  Received on ........................

  Name .............................................................
  Address ..........................................................
  ..................................................................

  Date .............................................................

If we cannot agree

Email us first — most things are settled in one message. If you are still unhappy, you can get free, independent advice from Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk. Your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by anything on this page.

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Zorwix Ltd, registered in England and Wales, company number 17236292. Registered office: Unit 8, B Block, Sycamore Industrial Estate, Blackpool, Lancashire, FY4 3RL, United Kingdom. Not VAT registered, so no VAT is charged or shown on anything we sell. Questions: support@zorwix.co.uk.