Refund policy

Returns and refunds
This policy doesn't affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Your 14-day right to cancel
If you're a UK or EU customer, you can cancel your order for any reason within 14 days of the day you receive it, without giving a reason. To cancel, email us at support@zuniandgenie.com with your order number and a clear statement that you wish to cancel. You then have a further 14 days to send the item back.

As a goodwill gesture, we also accept change-of-mind return requests up to 30 days after you receive your item.

This right applies to all our standard Zuni & Genie products, even though they're printed to order. It only doesn't apply to items made to your own specifications or clearly personalised, for example with your own name, text or design. Those items can still be returned if they're faulty, damaged or not as described.

Condition of returned items
Please handle items only as you would in a shop and return them unworn, unwashed and unused. If an item has been handled more than needed to check it, we may reduce your refund to reflect any loss in value, as the law allows.

How to return an item
Please email us at support@zuniandgenie.com before sending anything back, so we can help you and match your return to your order. Send returns to:
ZuniGenieShop, Flat 43, Hockmore Tower, Pound Way, Oxford, Oxfordshire, OX4 3YG, United Kingdom

Return postage
For change-of-mind returns and cancellations, you'll pay the cost of sending the item back only where we informed you of this before you made your purchase, as set out in this policy. If we didn't inform you before purchase, we'll cover the cost of the return. If your item is faulty, damaged or incorrect, we'll always cover the cost of returning it.

Faulty, damaged or incorrect items
Please check your order when it arrives. If anything is faulty, damaged, misprinted or not what you ordered, contact us at support@zuniandgenie.com as soon as reasonably possible. Photos of the issue are helpful where you can provide them. We'll provide the appropriate remedy under your statutory rights, such as a replacement, repair or refund, and cover the related costs.

Please do not send a faulty, damaged, misprinted or incorrect item back unless we specifically ask you to. Contact us first with your order number and photos where possible so we can arrange the appropriate solution.

Exchanges
If you'd like a different size or item, the quickest way is to return your original item for a refund and place a new order.

Refunds
For cancellations and change-of-mind returns, we'll refund the price you paid, including the cost of standard delivery if you return your whole order. We'll make your refund without undue delay and no later than 14 days after we receive the returned item, or after you provide evidence that you sent it back, whichever happens first. For faulty, damaged or incorrect items, we'll refund you within 14 days of agreeing that a refund is due.

Refunds are made to your original payment method. Your bank may take a few extra days to show the refund in your account. If you haven't received your refund within that time, please email us at support@zuniandgenie.com.