Refund Policy

At ZIKARA, customer satisfaction is important to us. This Refund Policy explains your rights and our procedures regarding returns, cancellations and refunds, in accordance with UK consumer law.

1. Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, without providing any reason.

The cancellation period will expire 14 days after the day on which you receive your order.

2. How to Cancel an Order

To exercise your right to cancel, you must inform us of your decision by contacting our customer support team via email within the 14-day period.

Once your cancellation request is approved, you will be required to return the product.

3. Conditions for Returns

To be eligible for a refund:

  • The item must be returned within 14 days of cancellation

  • The product must be unused, in its original condition and packaging

  • Proof of purchase may be required

We reserve the right to refuse a refund if the item shows signs of use beyond what is necessary to inspect it.

4. Refunds

Once we receive and inspect the returned item, we will process your refund using the original payment method.

  • Refunds will be issued within 14 days of receiving the returned product

  • Original delivery charges will be refunded (excluding any premium delivery options, if selected)

5. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • If the product is defective or damaged, we will cover the return shipping costs

6. Faulty or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us immediately.
You are entitled to a full refund or replacement, in accordance with UK consumer law.

7. Non-Refundable Items

Refunds may not apply to:

  • Personalised or custom-made products

  • Digital products once downloaded

  • Items sealed for hygiene reasons, if unsealed after delivery

(Where applicable, this will be clearly stated on the product page.)

8. Late or Missing Refunds

If you have not received your refund after the processing period, please contact our support team so we can assist you.

9. Contact Information

If you have any questions about this Refund Policy, please contact us:

ZIKARA Customer Support
Email: admin@zikaraplay.com
Support hours: Monday to Friday, 8:00 am – 6:00 pm (UK time)