Shipping and return policy

Refund & Returns Policy

1. Statutory Right to Cancel ("Change of Mind"): Under European Union regulations and the Consumer Rights Act 2022, consumers have the right to cancel their online purchase for any reason within 14 days from the day after they receive the goods. Customers must notify us in writing via email to yzeholistic@gmail.com within this window.
   Sale & Discounted Items: Items sold at a reduced price are fully eligible for the standard 14-day change-of-mind cancellation (unless they fall under statutory health, hygiene, or custom-made exemptions).
   
   Returns Procedure & Timeframe: Once a customer notifies us of cancellation, they have 14 further days to return the goods. While original packaging is encouraged to prevent transit damage, there is no strict packaging requirement provided reasonable care is taken. For change-of-mind returns, the customer is responsible for direct return shipping costs.
   
   
2. Faulty, Damaged, or Incorrect Items: If an item arrives faulty, damaged, or not as described, consumers are entitled to statutory remedies (repair, replacement, or refund) under the Consumer Rights Act 2022.
   
   
3. Cooling Off Period for Online Purchases
   Under EU law, consumers normally have a 14 day cooling off period for most online purchases. However, this right may not apply in full where:
   The goods are made to your specifications or are clearly personalised;
   Hygiene or health protection reasons apply and the item has been unsealed after delivery (for example, certain body jewellery).
   
   
4. Refund and Exchange Policy for Discounted Items
   Please be advised that all items sold at a reduced price are considered final sale. As such, no refunds or exchanges will be accommodated for these items. We encourage customers to reach out with any inquiries before completing a purchase to ensure satisfaction.
   Thank you for your understanding.
   Where the statutory right of withdrawal applies, you may cancel your order within 14 days of receiving it by notifying us in writing. In such cases, you may be responsible for the cost of returning the goods, and you must take reasonable care of them while in your possession.
   
   
5. Returns Procedure (Where a Return is Accepted)
   If we confirm that a return is permitted (for example, for a faulty or incorrect item or where your statutory cooling off rights apply):
   You will receive return instructions by email, including the return address and any reference number.
   Items must be:
   Returned within 14 days of our confirmation, unless otherwise stated;
   In their original packaging, with all labels, certificates and accessories included;
   Packed securely to prevent damage in transit.
   We recommend using a tracked and insured postage service. We are not responsible for items lost or damaged in transit where you arrange the return.
   Refunds (where applicable) will be processed to the original method of payment within a reasonable period after we receive and inspect the returned items.
   
   
6. Non Returnable Items
   Unless required by law, we do not accept returns or provide refunds for:
   Jewellery items where there is no manufacturing fault;
   Items returned used, worn, damaged or altered by the customer;
   Items not returned in their original condition or missing components;
   Items returned outside the permitted time .