Returns & Refunds

Changed Your Mind?

We will do everything in our power to help you when returning a product, and we pride ourselves on our reliable customer service.

Requesting a Refund

To request a refund, send an email to sales@zaros.co.uk and include your order number. It's helpful to explain to reason for returning the item, as well as provide photographs of any issues.

It is crucial that you contact us to discuss your return before you ship anything. Depending on the reason for return, it may be preferable for the product to be returned to the manufacturer instead of us. Please contact us with any problems or queries that you have before returning the item, so that we can decide the best course of action.

Your Right to Refund

You have the right to cancel the contract at any time up to 7 days after you receive the goods. Please note that this policy has some limitations and may not apply to custom-built machines.

To exercise your right of cancellation, you must give written notice to the Supplier by email (details can be found in the 'Contact Us section of our website), giving details of the goods ordered and (where appropriate) their delivery.

Except in the case of faulty or misdescribed goods, if you exercise your right of cancellation after the goods have been dispatched or delivered to you, you will be responsible for returning the goods to the Supplier at your own cost. The goods must be returned to the address that the Supplier will email you after cancellation. You must take reasonable care to ensure the goods are not damaged in the meantime or in transit. In the case of faulty or misdescribed goods the Supplier shall, after receiving notification either collect the goods from you or ask you to return the goods to the Supplier.

Once you have notified the Supplier that you are cancelling the contract, the Supplier will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods.

Except in the case of faulty or misdescribed goods, if you do not return the goods as required, the Supplier may charge you a sum not exceeding the direct costs of recovering the goods.

You do not have the right to cancel the contract if the order is for computer software which has been unsealed by you, or for consumable goods which, by their nature, cannot be returned, save where a fault is discovered which could not have been discovered otherwise than by unsealing the goods.

If Items have been built / completed and the customer decides to cancel the order, assuming the items have not been dispatched, then a 15% charge will be made when the order is cancelled and refunded. This is to allow for the time and effort taken to build those products and a charge to have to restock and storage space costs until the item is resold. This applies to all products manufactured by the company.

If for any reason you decide to cancel your order, delivery charges will still be payable and it is your responsibility to return these to us. No refund will be given until we have received the goods.

Items Damaged in Transit

All deliveries: You agree to open and inspect all boxes and items for damage on the day of delivery and notify us of any damage within 24 hours of delivery. If we are not notified of damage within 24 hours, we are unable to claim from the courier or manufacturer. You agree to cover the full costs for any losses we suffer as a result of a failure to notify us.

Deliveries on pallets: You agree to check the goods for damage before signing the driver's delivery note. If you sign for the goods, you are accepting that the goods arrived in good condition and later claims for damages will not be considered. If someone else is signing for the goods on your behalf, you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check.

Refunds for Unavailable Goods

In the event that, after we accept your order, we discover that the goods ordered are unavailable or that there was a pricing error on our website in respect of the goods ordered, we reserve the right not to supply the goods ordered and to offer you a refund or alternative goods.

If, after acceptance of your order, we discover within 14 days of such acceptance that all of the goods are unavailable, we may terminate the contract and refund or re-credit you within 10 working days for any sum that has been paid by you or debited from your credit card for those goods. In these circumstances, we will inform you as soon as possible.

If, within 10 days of our acceptance of your order we discover that some but not all of the goods are unavailable, we will no longer supply those unavailable goods. In these circumstances we will contact you detailing the goods that are unavailable and offer you the option of cancelling the whole order or amending your order to substitute the unavailable items with alternative goods. If you have not cancelled the order within 14 days of receipt of such notice, we will deliver the available goods. We will refund or re-credit you for any sum that has been paid by you or debited from your credit card in respect of the unavailable goods or cancelled order (if you have cancelled it).

Warranty Duration

The warranty duration of each product can be located on that items product page. In the likely event that your purchase becomes faulty within the warranty period, Zaros Machinery will refer you to your local repair specialist, where qualified technicians can assess and repair the fault in accordance with the manufacturers warranty conditions. If you require details of your nearest specialist, contact the products manufacturer or email us at support@zaros.co.uk