Return & Exchange Policy

Returns

After receiving the goods, if you've changed your mind and need to return an item, you can return the goods within 30 business days (counted from the date the goods are signed for).

How to Return?

Contact us at support@zurosleep.com to request a return. Please state your name, order number, and reason(s) for the return. The returns address for unwanted items can be found on the Returns Authorization Form that we will send you once your return request has been accepted. After the 30 business days period expires (counted from the date the goods are signed for), the product cannot be returned to ZuroSleep.

Carriers Accepted

Customers can return the goods using the following carriers: Yodel, Evri, XDP, and Dxdelivery.

Return Shipping Costs – ZuroSleep Pays

ZuroSleep will cover return shipping costs in the following situations:

  • Item arrived defective and cannot be fixed with a replacement part.
  • We shipped out the wrong item.
  • We shipped it to the wrong address.
  • We shipped a duplicate order.

  • Item malfunctioned during the 30 business days return period (assuming the customer assembled the item properly per the instruction manual).

Customer Pays for Return Shipping in the Following Situations:

  • Buyer’s Remorse ("Not satisfied with the performance," "Item doesn't fit me correctly," "Item doesn't meet my expectations," etc.)
  • No Reason / No Longer Want
  • Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
  • Order cancellation after the item has already shipped out, even if you have not yet received the item
  • The customer bought the wrong item
  • The customer accidentally bought too many
  • The customer accidentally provided the wrong shipping address

Returns Packaging & Condition When Sending Back

All returned goods should be properly wrapped in packaging, as our couriers do not transport unpackaged items. We strongly recommend that you keep the original packaging if you would like to return the goods.

Please be respectful of your returned item(s) when sending them back to us. We promise that all the products our customers receive are brand new, and we will never sell opened boxes or refurbished products.

Our Distribution Centre Team assesses every item that is returned to us. If the item arrives damaged due to the customer poorly packing the returned item, we reserve the right to charge for any damage caused.

NOTE:
For items that arrive damaged or are defective, YOU SHOULD provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to send photos/videos of a claimed malfunctioning/damaged item, this return will be treated as "buyer’s remorse," and the customer will be solely responsible for shipping it back.

If the return request for a damaged/defective item can be resolved with simple parts and support, we can offer a free replacement part(s) and advice on how to repair your item, if the customer finds this to be the easier solution instead of shipping a large bulky item back.

Refunds will be processed via the original payment method. Once your returned items have been received, your refund will be processed within 7 working days.

Exchanges

We provide a 10-Year Warranty. If your goods are faulty during the warranty period, you are entitled to claim a repair or replacement of the goods or any affected parts.

Please check your goods upon receipt. Any claim concerning incorrect, damaged, or defective goods found on delivery, or concerning damaged or defective goods found at a later date, should be notified to ZuroSleep Ltd within 96 hours.

All claims should be submitted by email to us and accompanied by photographic evidence of the damage or fault within 96 hours of discovering the issue.

If you later discover any defects not caused since delivery, you should email us at support@zurosleep.com immediately, including photographs and a written description of the defect(s). Please state your name, order number, and postcode in any correspondence. We reserve the right to request images or inspect any reported issues and remedy them on-site in compliance with your statutory rights.