Return & Refund Policy

At Zada Hart, we aim to offer a clear and transparent shopping experience. This policy explains the terms under which returns and refunds are accepted. By placing an order on our website, you confirm that you have read and agreed to this policy as well as our Terms of Service.

1. Return Period

You may request a return for eligible items within 30 days from the date of delivery, provided that all conditions outlined in this policy are met.

2. Return Conditions

To qualify for a return, the item must meet all of the following requirements:

  • The product must be unused, unworn, and undamaged
  • It must be returned in its original condition
  • All original packaging, tags, and labels must be included
  • The return request must be submitted within the applicable return period
  • The return must be approved by our customer support team before being shipped

Trying on items for fit, similar to trying something on in a physical store, is acceptable. However, if items show signs of wear, washing, or damage beyond this, a reduction in value may be applied.

3. Non-Returnable Items

Certain items are not eligible for return, including:

  • Products with broken or removed hygiene seals
  • Personalised or custom-made items
  • Products damaged due to misuse or improper handling

For hygiene reasons, underwear, shapewear, and bras cannot be returned once the hygiene seal has been removed. Under the UK Consumer Contracts Regulations 2013, sealed goods that are not suitable for return due to health or hygiene reasons are exempt from the standard right of return once the seal has been broken.

4. Return Shipping and Restocking Fee

All approved returns must be sent to our central warehouse. The return address will be provided by our customer support team upon approval.

For change-of-mind returns, customers are responsible for:

  • The full cost of return shipping
  • Using a shipping method that allows customs clearance
  • Any applicable customs duties, taxes, or additional charges
  • Providing correct and complete customs documentation

Zada Hart is not responsible for return shipments that are delayed, rejected, or lost due to customs issues or incorrect shipping procedures.

Restocking Fee: A 15% restocking fee applies to approved change-of-mind returns and is deducted from your refund. You will be informed of this fee before you confirm your return request. This fee also applies to unopened parcels, orders refused upon delivery, and shipments that are not claimed and automatically returned.

This fee, and the return shipping cost, is waived if the item was received defective, damaged, or incorrect.

5. Return Address

Returned items must only be sent to the address provided by our customer support team after approval. Returns sent to any other address will not be accepted or processed.

6. How to Request a Return

To initiate a return, please email our support team at info@zadahart.com with:

  • The item(s) you wish to return
  • The reason for the return
  • Photos of the product (required if the item is incorrect or damaged)
  • Your full name and shipping address
  • Your order number

Our support team is available Monday to Friday, 9am - 6pm (GMT) and will respond within 12-24 business hours.

7. Order Cancellations

Orders can be cancelled within 30 minutes of purchase. Once an order has entered processing, cancellation is no longer possible. After delivery, a return may be requested in accordance with this policy.

8. Refund Process

Once your returned item has been received and inspected:

  • You will be informed of the inspection result
  • If approved, the refund will be issued to your original payment method

Refunds are processed within up to 10 business days, depending on your bank or payment provider.

Please note, for change-of-mind returns:

  • The 15% restocking fee will be deducted where applicable
  • Original shipping costs are non-refundable

9. Discounts and Partial Returns

If your order included a promotional discount, such as a bundle offer or volume discount, and part of the order is returned, the refund amount may be adjusted.

Discounts are recalculated based on the items retained after the return, not the original order total. If returning items causes the order to no longer qualify for the original promotion, the discount will be removed and the refund adjusted accordingly.

Refunds are always calculated based on the final adjusted order value. Return shipping costs remain the responsibility of the customer, and the restocking fee may still apply.

10. Store Credit

In certain cases, we may offer store credit in the form of a discount code instead of a refund. Store credit:

  • Is non-refundable
  • Can only be issued once per order
  • Can be used for future purchases
  • Cannot be exchanged for cash or transferred

11. Failed Delivery or Incorrect Address

If a package is returned due to an incorrect or incomplete address provided during checkout, we may:

  • Arrange a reshipment after the item has been returned to our warehouse and the correct address has been confirmed, or
  • Provide store credit as a goodwill solution, depending on the situation

If returned items are not in their original condition, a reduction in value may be applied.

12. Policy Updates

Zada Hart reserves the right to update or modify this policy at any time. Any changes will take effect immediately once published on the website.

13. Exchanges

Zada Hart permits exchanges, but these are processed through the standard return procedure. This means you will first need to submit a return request in accordance with this policy before placing a new order for the desired item.

To process an exchange:

  • Submit a return request via info@zadahart.com, stating that you wish to exchange your item
  • Follow the standard return process, including all applicable conditions and costs
  • Place a new order for the desired item once your return has been submitted

Standard return shipping costs and any applicable customs duties remain the responsibility of the customer. However, the 15% restocking fee will be waived in the case of an exchange, as the item is being replaced rather than refunded. Zada Hart cannot guarantee the availability of the desired item at the time the return is processed.

14. Contact Information

Store name: Zada Hart
Company name: Yusuf Agir LLC
Registration Number: 42-3392831
Business Address: 34 Amanda Rd, Sudbury MA, 01776 United States.
Warehouse Address: 21 Talbotville Rd, Liverpool, United Kingdom
Email: info@zadahart.com
Phone: +44 1270 916375
Customer Service Hours:
Monday to Friday: 9am - 6pm (GMT)
Saturday and Sunday: Closed