ZOSA WORLD LIMITED RETURNS POLICY

We hope that you enjoy the purchases you make from ZOSA WORLD LIMITED. However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.

Please note the following:

• Returns can only be issued once an item has been delivered, unless the item remains undelivered for 14 days from the date of purchase
• Cancellations cannot be processed once an order is marked as ‘in transit’
• All delivery timescales are estimates, not guarantees

How to Return an Item

As an alternative to the return options provided by your statutory rights, customers may return items purchased from ZOSA WORLD LIMITED under this Returns Policy in accordance with the following terms:

1. Returns made under this Returns Policy must be made within 14 days of delivery of an item.
2. Items to be returned must:Only be 'Atelier Ready' items may be returned. These are items that haven’t been made with your specific measurements in mind.

b. The item must be in its original retail packaging

c. Already be delivered, and cannot still be in transit 

1. To start the returns process, you must email us at atelier@zosa.world requesting a return in accordance with this Returns Policy. Include your name, identification of your order (e.g. an order number), and details of the item(s) you want to return.
2. Alternatively, if an item has not been delivered within 14 days, with evidence, you can submit a refund request for an undelivered item

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a refund of the price you paid for the item(s) in the form of ZOSA store credits. These credits are valid for a year after they have been created.

Processing Returns

Once we have received an item you wish to return:

1. We will check if your return request was submitted within, wherever possible, 14 days of delivery
2. If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy:We will let you know that your return has been received and accepted.You will receive a refund in the form of ZOSA store credit, usually within 5 business days of a return being accepted. Or, if an exchange is available and agreed to instead, your new item will be delivered to you within our usual delivery timeframes.
3. If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:We will let you know why your return has not been accepted.We may offer a reduced refund (e.g. if an item is returned damaged).You will have the option to take the item back (note that you may be required to pay for shipping if necessary)

Exchanges

If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you should return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then:

1. If the requested exchange is possible, we will send the new item to you once the item being returned has been received.

2. If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starting a new purchase.

A Customer’s Statutory Rights

The returns process provided under this Returns Policy is provided in addition tocustomers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional returns option.

A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights).

Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:

See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process. Alternatively, find our Terms and Conditions online here: www.zosa.world/termsandconditions

You can contact us at atelier@zosa.world to request a copy of the relevant Terms and Conditions, to ask which of ourTerms and Conditions are applicable to your purchase, or to request more information about your rights.