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Free Delivery On Orders £25* And Over
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Last Updated 16th of July 2021


HOW TO RETURN


HOW DO I ARRANGE A RETURN OR REPLACEMENT?

The easiest way for you to arrange a return is online. Select the order you wish
to arrange a return or exchange for by clicking on the returns icon. Then select
the item(s) to return and follow the on screen prompts.

If your product is damaged we will ask you to upload photos to help us process
your request.

Please provide us with as much information as possible as to why you are
requesting a refund or replacement.

Once submitted, our Customer Service team will review your request and then
email you with a returns form and number (if required). Please make sure to
include this form when returning goods so that we can process your return as
quickly as possible. In some instances we might not collect the product but ask
you to keep, dispose or donate it onwards.

For items such as clothing if you want to replace one size with another we can
not currently do this, we will need to refund you so that you can re-order the
correct product.

We also do not hold spare parts so if you have received an item and one part is
broken or missing, we may not be able to send out a replacement part but may
need to collect the whole item and replace that for you.

Some products can not be returned online, in that instance please call us on
0800 3688 665 or contact us using the on-site contact form so that we can help
you.


DO I NEED TO PAY TO RETURN?

If you are returning due to an error on our part we will arrange to collect the
item(s) from you. Collection details will be confirmed once we have reviewed
your request. If you are returning for any other reason then return costs will
be at your own expense.


LATE RETURNS

Any items that are older than 30 days since dispatch won’t be able to be
returned online. In this case please contact Customer Service on 0800 3688 665
or use the on-site contact form to reach out to us so we can help.


RETURNS POLICY


1. WELCOME

1.1 We hope that you are happy with any products that you order from our website
at zoro.co.uk (the ‘Site’). However, if you are unhappy with the products you
have ordered (the ‘Goods’) or you change your mind, you may be able to return
them to us and receive a refund or credit to spend on other Goods available
through our Site.

1.2 This returns policy (the ‘Returns Policy’) sets out when and how you can
return Goods to us if you change your mind or if there is something wrong with
them, and what we can do in response.


1.3 This Returns Policy forms part of the General Terms of Access
(https://www.zoro.co.uk/info/terms-of-access), and terms defined in the Terms of
Access have the same meanings when used here. Please read this Returns Policy
alongside the Terms of Access carefully before ordering any Goods.


2. CANCELLING YOUR ORDER IF YOU CHANGED YOUR MIND

2.1 If you have purchased the Goods as a consumer (i.e. wholly or mainly outside
of your business, trade or profession), you can change your mind and cancel the
contract between you and us for any reason within 14 days of when the Goods are
delivered. If your Goods are split into multiple deliveries, you can change your
mind at any time up to 14 days after the last delivery of Goods contained within
a single order.

2.2 Please see the paragraph headed ‘How to Cancel’ for information about how to
cancel and return your order.

2.3 Non-Refundable Products: You will not be able to change your mind and return
any Goods that:

(a) were made to any specifications, instructions or designs submitted by you;
(b) were sealed for health protection or hygiene purposes, if you have unsealed
them after receipt;
(c) were sealed audio or sealed video recordings or sealed computer software,
once you have unsealed them;
(d) goods which are liable to deteriorate or expire rapidly;
(e) became mixed inseparably with other items after their delivery; or
(f) you purchased in connection with your business, trade, profession or craft.


3. CANCELLING YOUR ORDER WHERE WE HAVE MADE AN ERROR OR CHANGED OUR TERMS OR THE
GOODS

3.1 You can also cancel your order if:

(a) we have made changes to the Goods or the Terms and Conditions to which you
do not agree;
(b) we have told you about an error in the price or description of the Goods you
have ordered and you do not wish to proceed;
(c) we have suspended supply of the products for technical reasons, or notify
you we are going to suspend them for technical reasons, in each case for a
period of more than 30 days;
(d) there is a risk that supply of the Goods may be significantly delayed; or
(e) you have a legal right to cancel because of something we have done wrong.

3.2 If you end the agreement for one of the reasons set out in this paragraph 3,
we will refund you any amounts that you have already paid to us in respect of
those Goods, subject to any deductions as may be permitted in paragraph 7 or
that may otherwise be allowed by law.


4. CANCELLING YOUR ORDER IF WE HAVE DONE SOMETHING WRONG

4.1 If the Goods are faulty, mis-described or not fit for purpose, and we are
unable to repair or replace the Goods within a reasonable time, you may be able
to cancel the contract and obtain a full refund (including any delivery charges
and any reasonable costs you incur in returning the item to us). Please see our
Product Warranty in paragraph 13 of the Terms and Conditions for more
information about repairs, replacements and returns of faulty or mis-described
Goods, or Goods that are not fit for purpose.


5. HOW TO RETURN GOODS

5.1 We will provide you with instructions for returning any Goods to us. You
must return any Goods to us as soon as reasonably practicable and in any event
within 14 days of notifying us.

6.2 We will not charge you the costs of returning the Goods if you cancel the
contract because:

(a) the Goods are faulty, mis-described or not fit for purpose and we are unable
to repair or replace them within a reasonable time;
(b) we have told you of an upcoming change to the product or these terms, an
error in pricing or description, a delay in delivery due to events outside of
our control; or
(c) you otherwise have a legal right to cancel your order, in which case we will
refund any reasonable direct costs you incur in returning the Goods. In all
other circumstances you will be responsible for the costs of returning the
Goods.


6. REFUNDS

6.1 If you are entitled to reimbursement, we may withhold reimbursement until we
have received the Goods back or you have supplied evidence of having sent back
the Goods, whichever is the earliest.

6.2 If you exercise your right to cancel the contract after your Goods have been
delivered, you will be responsible to us for any diminished value of the Goods
resulting from the unfair/unreasonable wear and tear of the Goods which is not
necessary to establish the nature, characteristics and functioning of the Goods.
We may make a deduction from any reimbursement you are entitled to from us for
such loss in value of any Goods we supply.

6.3 If you have selected any enhanced delivery methods when submitting your
order, we will also not refund you the difference between our standard delivery
rates and the additional amount paid for any enhanced delivery method.

6.4 We will refund you through the payment method used by you to pay as soon as
possible and in any event within 14 days of when we receive the returned Goods
from you or you supply evidence of having sent back the Goods (whichever is
earlier).


7. HOW TO CANCEL

5.1 If you would like to cancel your order and to end the contract with us,
please let us know by:

(a) submitting a cancellation request via the ‘Orders’ section of your Zoro
account;
(b) calling the customer service team on 0800 3688 665;
(c) contacting us using our on-site contact form.



Free Shipping

Free shipping on all orders over £25*

Customer Support

Contact us with an enquiry

Returns

Looking to return an order?

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