Returns & Refund Policy

Last Updated: 28 September 2026

At ZMAAS, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, please review the policy below for information about returns, refunds, exchanges, and your consumer rights.

This policy applies to purchases made through zmaas.co.uk.

Nothing in this policy affects your statutory rights under applicable UK consumer protection law.

1. Our Returns Policy

If you purchase an item from ZMAAS online and change your mind, you generally have the right to cancel your order within 14 days of receiving the goods, subject to applicable legal exceptions.

After telling us that you wish to cancel, you generally have a further 14 days to send the goods back to us.

Returned items should be in an appropriate condition for resale, subject to your statutory rights to inspect the goods as you would in a shop.

Please contact us before sending a return so that we can provide the appropriate return instructions.

2. How to Request a Return

To request a return, please contact us through the contact details provided on zmaas.co.uk.

Please include:

  • Your full name
  • Order number
  • Email address used for the order
  • The item you wish to return
  • Reason for the return, where applicable
  • Any relevant photographs if the item is damaged, defective, or incorrect

We will provide instructions for returning the item.

Please do not send an item to our registered office unless we specifically instruct you to do so.

3. Change-of-Mind Returns

For most items purchased online, you have a statutory right to cancel your purchase without giving a specific reason.

The cancellation period generally ends 14 days after the day on which you, or a person you nominate, receives the goods.

If your order contains multiple items delivered separately, the cancellation period generally runs from when you receive the last item.

After notifying us that you are exercising your cancellation right, you generally have a further 14 days to return the goods.

This statutory cancellation right may not apply to certain types of goods where an exception under consumer law applies.

4. Condition of Returned Items

When returning an item because you have changed your mind, please take reasonable care of the product while it is in your possession.

Where applicable, items should be returned:

  • Unworn
  • Undamaged
  • In their original condition
  • With original packaging where reasonably possible
  • With any included accessories, tags, cards, or documentation

You may generally handle and inspect goods to the extent necessary to establish their nature, characteristics, and functioning, similar to how you could inspect them in a physical shop.

If an item has been handled beyond what is reasonably necessary to inspect it, applicable law may allow a deduction from the refund for any resulting loss in value.

5. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, defective, faulty, or is not the item you ordered, please contact us as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs showing the issue.

We will review the problem and provide an appropriate solution in accordance with your statutory consumer rights.

Depending on the circumstances, this may include:

  • Repair
  • Replacement
  • Refund
  • Other remedy available under applicable law

You do not lose your statutory rights simply because the normal change-of-mind return period has ended.

6. Items That Arrive Damaged

If your jewelry arrives damaged, please contact us as soon as possible after delivery.

To help us investigate the issue, we may ask you to provide photographs of:

  • The jewelry
  • The packaging
  • The shipping label
  • Any visible damage

Please retain the original packaging until the issue has been resolved, where possible.

We will assess the situation and provide an appropriate remedy in accordance with applicable consumer law.

7. Incorrect Items

If we accidentally send you the wrong item, please contact us before returning it.

We will provide instructions for returning the incorrect item and arrange an appropriate resolution.

Where the item was sent incorrectly due to an error on our part, you will not be responsible for costs that we are legally required to cover.

8. Personalised or Custom-Made Items

Certain personalised, customised, or made-to-order products may not qualify for the usual statutory change-of-mind cancellation right where an applicable legal exception applies.

For example, an item that has been personalised specifically for you may be excluded from the standard cancellation right.

However, personalised or customised products are still covered by applicable statutory rights where they are faulty, defective, damaged, or not as described.

Any applicable exclusions will be identified clearly on the relevant product page before purchase.

9. Hygiene-Related Exceptions

Certain jewelry items may be subject to legal exceptions to the normal cancellation right where they are sealed for health protection or hygiene reasons and the seal has been broken after delivery.

Where such an exception applies, the relevant product information will make this clear before purchase.

This does not remove your statutory rights in relation to faulty, defective, or incorrectly supplied goods.

10. Refunds

Once we receive your returned item, we will assess it and process any refund that is due.

For a valid cancellation under the applicable distance-selling rules, we generally refund:

  • The price paid for the returned goods
  • The standard delivery charge you paid, where legally required

If you selected a more expensive delivery option than our least expensive standard delivery method, we may only be required to refund the cost of the standard delivery option.

Where permitted by law, we may delay reimbursement until we have received the goods back or you have provided evidence that you have returned them, whichever occurs first.

11. Refund Method

Refunds will normally be made using the same payment method used for the original transaction, unless another arrangement has been agreed with you or applicable law requires otherwise.

We do not normally provide cash refunds for online purchases.

Depending on your bank or payment provider, it may take additional time for a processed refund to appear in your account.

12. Return Shipping Costs

If you are returning an item because you have changed your mind, you may generally be responsible for the direct cost of returning the goods, unless:

  • The item is faulty or defective
  • We sent you the wrong item
  • The item was not as described
  • We have agreed to cover the return cost
  • Applicable law requires us to cover the cost

Where you are responsible for return postage, we recommend using a tracked or insured delivery service and keeping proof of postage until the return has been completed.

13. Exchanges

If you would like to exchange an item for another size, style, or product, please contact us.

Depending on stock availability and the circumstances of the request, we may be able to arrange an exchange.

In some cases, it may be simpler to return the original item for a refund and place a new order for the replacement item.

Your statutory rights are not affected by our exchange process.

14. Sale and Promotional Items

Sale and promotional products may be returned where applicable consumer law provides a right to return or where the item is faulty, defective, incorrect, or not as described.

Being sold at a reduced price does not remove your statutory consumer rights.

Any additional return conditions for a particular promotion will be clearly communicated before purchase.

15. Gifts

If you purchased an item as a gift and the recipient would like to return it, please contact us.

The refund may normally need to be issued to the original purchaser or original payment method, depending on the circumstances and payment method used.

Additional information may be required to locate the original order.

16. Return Packaging

Please package returned jewelry securely to help prevent damage during transportation.

Where possible, use suitable protective packaging.

ZMAAS cannot accept responsibility for loss or damage occurring during a return shipment where the responsibility for arranging and paying for that return rests with the customer.

If we are responsible for arranging the return, we will provide the relevant instructions.

17. Items We Cannot Accept for Return

Where permitted by law, certain products may be excluded from change-of-mind returns.

Examples may include:

  • Personalised or customised jewelry
  • Certain sealed products where the hygiene exception applies after the seal has been broken
  • Products specifically made to the customer’s requirements

Any applicable exclusion will be communicated on the product page or before purchase.

These exclusions do not affect your statutory rights if a product is faulty, defective, damaged, incorrectly supplied, or not as described.

18. Statutory Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes rights that cannot legally be limited or excluded.

Under UK consumer law, goods supplied to consumers generally need to meet applicable requirements concerning quality, fitness for purpose, and conformity with their description.

Where goods do not meet applicable legal requirements, you may have additional remedies depending on the circumstances.

Your statutory rights are separate from any voluntary returns policy offered by ZMAAS.

19. International Orders

If we offer delivery outside the United Kingdom, additional conditions may apply to international returns, including customs, duties, taxes, shipping arrangements, and local consumer laws.

Any applicable international return information will be provided as part of the relevant order or delivery information.

20. How to Contact Us

For return, refund, exchange, or damaged-item enquiries, please contact us through the contact information available on our Website.

ZMAAS Ltd

Office 13503
182–184 High Street North East
East Ham, London
E6 2JA
United Kingdom

Website: zmaas.co.uk

Please include your order number whenever contacting us about an existing order so that we can assist you more efficiently.

21. Changes to This Policy

We may update this Returns & Refund Policy from time to time to reflect changes to our business, products, services, or applicable legal requirements.

The latest version will always be published on our Website.

Last Updated: 28 September 2026

ZMAAS

ZMAAS Ltd
Jewelry for every moment.

zmaas.co.uk