Effective Date: 5 September 2026
At Zero Chill Co., we want you to be happy with your purchase. This policy explains how returns, cancellations and refunds work for orders placed through our online store.
1. Your Right to Cancel
If you purchase goods from us online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
If you decide to cancel your order, please contact us within the 14-day cancellation period. You then have a further 14 days to return the goods.
Returned items should be in their original condition and must not have been used beyond what is reasonably necessary to inspect them.
2. Oddly Cute Mystery Boxes 🎁
Oddly Cute mystery boxes contain a fixed, curated selection of products, with the exact contents kept secret until the box is opened.
Because the contents are intentionally a surprise, we cannot offer an exchange or refund simply because a customer does not like a particular item or would have preferred a different selection.
This does not affect your statutory cancellation rights or your rights if an item is faulty, damaged, incorrect or not as described.
3. Zero Chill Co. Mugs and Graphic Tees ☕👕
Our mugs and graphic tees feature designs created by Zero Chill Co. and are not personalised to individual customer specifications.
They are covered by the same return and refund rights set out in this policy.
4. Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible.
Depending on the circumstances, you may be entitled to a replacement or a refund (partial and or full) under your statutory rights.
(GOV.UK +1)
Please include your order number and, where appropriate, photographs showing the issue so that we can assess and resolve the problem.
5. Returning an Item
If you are exercising your statutory cancellation right, you are responsible for returning the goods to us unless the item is faulty, damaged or incorrect or we have agreed otherwise.
Please contact us before returning an item so that we can provide the appropriate return instructions.
6. Refunds
Once a returned item has been received, we will process any refund due within the applicable legal timeframe.
Where a customer exercises their statutory cancellation right, the refund will include the cost of the standard delivery option originally paid, where applicable. If a customer selected a more expensive delivery option, we are only required to refund the cost of standard delivery.
(GOV.UK)
7. Items That Cannot Be Returned for Hygiene Reasons
Some sealed products may be excluded from the right to cancel once their seal has been broken where this is necessary for health or hygiene reasons.
Where this applies, the product information will make this clear.
(GOV.UK)
8. How to Contact Us
To request a cancellation, return or refund, please contact us with:
Your name
Order number
Details of the item(s)
Reason for contacting us, where applicable
Email: hello@zerochillco.store
