Refund and Returns Policy

Last updated: 5 May 2026  ·  Effective date: 5 May 2026

We want you to love what you buy from ZWIM. If something is not right, we will help you fix it.

This policy explains how returns, refunds, and exchanges work for orders placed on zwim.com. It applies to products sold by ZEN8 Sports Ltd (registered in England and Wales), the seller of record on our store, trading as ZWIM.

Your statutory rights as a consumer are not affected. Where this policy gives you more than the law requires, the more generous terms apply.

1. The two regimes at a glance

Depending on where you are, two return rights run side by side.

	Statutory cooling-off	ZWIM 30-day satisfaction guarantee
Where	UK, EU, EEA	Worldwide where we ship
Window	14 days from delivery	30 days from delivery
Reason needed	No	No
Condition of goods	Reasonable inspection only — like in a shop	Unused or lightly used, in original condition with all parts
Return shipping	You pay (unless we tell you otherwise)	You pay, unless the item is faulty or not as described
Refund timing	Within 14 days of us receiving the goods (or proof of return)	Within 14 days of us receiving the goods

You can use whichever regime is more favourable to you. The statutory cooling-off right is automatic if you live in the UK or EU.

2. ZWIM 30-day satisfaction guarantee

You have 30 days from the day you receive your order to start a return for any reason, on most ZWIM-branded hardware bought from zwim.com.

What we ask

• Tell us within 30 days of delivery (see Section 6 for how to start a return).
• Send the item back within 14 days of telling us.
• Return it in its original condition, with all parts, manuals, accessories, and packaging where reasonably possible.
• Light, normal use is fine. Damage beyond reasonable inspection may reduce your refund (see Section 8).

Items not covered by the 30-day guarantee

• Hygiene-sealed items where the seal has been broken (e.g. mouthpieces, certain accessories).
• Custom or personalised products.
• Digital products and software once activated, except where required by law.
• Subscriptions and digital services beyond their cooling-off window — see our Purchase Options Cancellation Policy.
• Gift cards.
• Items marked final sale, clearance, or non-returnable at checkout.

These exclusions do not apply to faulty, damaged, or mis-described items. For those, see Section 4.

3. Statutory cooling-off (UK and EU consumers)

If you are a consumer in the UK or EU, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason, under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive (2011/83/EU).

To cancel:

• Tell us in clear writing within 14 days. You can use the model cancellation form (Annex A) or just email support@zwim.com.
• Return the goods to us within 14 days of telling us.
• We refund within 14 days of receiving the goods or evidence you have sent them, whichever is earlier.

You are responsible for return-shipping costs unless we say otherwise or the item is faulty.

If you handle the goods more than is necessary to inspect them like in a shop, we may reduce the refund to reflect any loss in value.

The statutory right does not apply to: digital content delivered with your prior consent and acknowledgement that you lose the cooling-off right; sealed audio, video, or hygiene products that have been unsealed; goods made to your specifications or clearly personalised.

4. Faulty, damaged, or wrong items

You have rights under the UK Consumer Rights Act 2015 and the EU Consumer Sales Directive ((EU) 2019/771). These give you the right to a repair, replacement, or refund if a product is faulty, not as described, or not fit for purpose.

If your order arrives damaged, defective, or wrong:

• Email support@zwim.com within a reasonable time (ideally within 30 days) with your order number, photos of the issue, and the packaging where possible.
• Do not throw away damaged goods until we have confirmed the next step.
• We will arrange a free return, repair, replacement, or refund as appropriate.

We pay return shipping for faulty or wrong items.

The statutory warranty period is 2 years in the EU and "a reasonable time" (typically up to 6 years) in England and Wales. Your statutory rights apply for the full statutory period regardless of any commercial warranty we offer.

5. Limited commercial warranty (hardware)

We offer a 24-month limited warranty on ZWIM-branded hardware against manufacturing defects, starting from the delivery date. This warranty:

• runs alongside your statutory rights and does not replace them,
• covers parts and labour for repair or replacement at our option,
• does not cover damage caused by accident, misuse, normal wear and tear, unauthorised modification, or use outside the product instructions,
• is not transferable.

To claim under the warranty: email support@zwim.com with your order number and a description of the issue.

6. How to start a return

1. Email support@zwim.com with the subject "Return — [your order number]".
2. Tell us which items you want to return and why (a short reason is helpful but not required for the 30-day guarantee or the statutory cooling-off).
3. We will reply with a return authorisation and the right return address. Returns sent without authorisation may be delayed.
4. Pack the items securely with all parts, manuals, and accessories.
5. Ship the items using a tracked service. Keep your tracking number until your refund clears.

We aim to reply within 2 working days.

7. Where to send returns

We will give you the right address when you start the return. Returns are usually accepted at our fulfilment centres in the United Kingdom or European Union. Please do not return items to our registered office addresses unless we tell you to.

8. Refunds

When we receive and inspect your return, we refund to your original payment method.

• Refunds are issued within 14 days of us receiving the goods.
• Your bank or card issuer may take a few extra working days to show the refund on your statement.
• We refund the price you paid for the returned items, plus the cost of standard outbound shipping where required by law.
• If you handled the goods beyond reasonable inspection, we may reduce the refund to reflect the diminished value.

Original shipping costs are non-refundable for change-of-mind returns, except as required by law (for example, the cost of standard delivery on a full-order cancellation under the UK and EU statutory cooling-off right).

If your return is not eligible (e.g. excluded category, outside the 30-day window and outside statutory rights), we will contact you. You can ask for the items to be sent back to you at your cost.

9. Exchanges

We do not run a same-order exchange process. To exchange an item:

• Return the original under this policy for a refund, and
• Place a new order for the replacement.

This keeps refund timing predictable and avoids stock issues.

10. Subscriptions and digital products

Subscriptions, app subscriptions, and digital products have their own cancellation rules. See our Purchase Options Cancellation Policy at zwim.com/policies/subscription-policy.

For digital content delivered immediately, you may be asked to waive the statutory cooling-off right at checkout in line with applicable law. We will tell you clearly if that applies.

11. Gifts

If a product was sent to you as a gift, contact support@zwim.com. We can usually arrange a gift refund as store credit, subject to confirming the original order with the buyer.

12. International returns and customs

If you return an item from outside the country where we ship, please:

• mark the parcel "Returned goods — no commercial value" on the customs label, and
• include the original order number on the paperwork.

We are not responsible for return parcels held by customs because of incorrect labelling. We may deduct any unrecoverable customs charges from your refund.

13. Changes to this policy

We may update this Refund and Returns Policy from time to time. The version that applies to your order is the version published on our website at the time you placed the order.

14. Contact

For returns and refund questions:

Email: support@zwim.com

ZEN8 Sports Ltd (trading as ZWIM)
7 Bell Yard, London WC2A 2JR
United Kingdom

Annex A — Model cancellation form (statutory cooling-off)

You may copy and use this form to cancel under your statutory right, but you do not have to.

To: ZEN8 Sports Ltd, 7 Bell Yard, London WC2A 2JR, United Kingdom — support@zwim.com

I hereby give notice that I cancel my contract of sale of the following goods:
Order number:

• Item(s):
• Date of order:
• Date of receipt:
• Name of consumer:
• Address of consumer:
• Date:
• Signature (if sending by post):