Refund policy

At Zorendo, we want you to feel completely confident in what you buy from us. If something isn't quite right, here's exactly how returns and refunds work.

Getting in Touch

Store name: Zorendo
Address: Schipluidenlaan 91, 5035 KD, Tilburg, the Netherlands
Email: info@zorendo.com
Phone: +31 6 81237168
Hours: Monday–Friday, 9:00 AM–5:00 PM (UK time) | Saturday–Sunday, 11:00 AM–3:00 PM (UK time)

We aim to get back to every enquiry within one working day.

Where We Ship From

Zorendo is registered and operated from the Netherlands, but our products are shipped through international fulfilment partners and warehouses. This means the shipping origin of your order may not match our business address, and if a return is approved, you may be asked to send it to a different facility than our registered office. We'll always confirm the correct return address once your request has been reviewed — please don't send anything back before hearing from us.

You Have 30 Days to Decide

You're welcome to request a return within 30 days of your delivery date. For us to accept it, the item needs to be unused, in its original condition and packaging, and you'll need to provide your order number or proof of purchase. Requests made after this 30-day window unfortunately can't be processed.

Starting a Return

To begin, simply email us at info@zorendo.com with your order number and a short explanation of why you'd like to return the item. We'll get back to you within one to two working days. Once we've approved your request, we'll send you full instructions along with a return authorisation. From that point, you'll have seven days to post the item back — returns sent without this prior approval may be turned away.

Who Pays for Return Postage

If your item arrived faulty, damaged during transit, or isn't what you ordered, let us know within 48 hours of delivery and include a few photos of the problem. We'll take care of everything from there — replacement or refund, and you won't pay a penny for return shipping. If you've simply changed your mind or ordered the wrong item, the cost of sending it back is your responsibility, and we'd ask that you use a trackable shipping method.

Getting Your Refund

As soon as we've received and checked your returned item, we'll send you a confirmation email. From there, refunds are issued within seven working days, straight back to your original payment method. Depending on your bank or card provider, it may take a little longer to actually appear in your account.

Swapping for Something Else

Want a different item instead? Just reach out to our support team. Once your original return has been approved, you can place a new order for the replacement. The same conditions that apply to standard returns also apply to exchanges.

Changing Your Mind Before Dispatch

You can cancel your order at any point before it's shipped and receive a full refund — just email info@zorendo.com to let us know. If it's already on its way to you, you'll need to wait for delivery and then follow our standard return process instead.

What Can't Be Returned

A few categories of items are excluded from returns: anything made or personalised specifically for you, and hygiene-related products, unless they're still sealed and unused.

Your Legal Rights

Nothing here affects the rights you're entitled to under consumer protection law. If you're shopping with us from the United Kingdom, you remain fully protected under the Consumer Rights Act 2015, which gives you additional rights when it comes to faulty or misrepresented goods.