Return & Refund Policy

Effective Date: 05/03/2025

This Return & Refund Policy outlines the terms under which returns and refunds are accepted for purchases made from Zana Milne, based in England, United Kingdom. By purchasing from this store, you agree to the following terms.

 

1. Returns Policy

I offer a 14-day return policy, giving you 14 days from the date of receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, the item must:

• Be in its original condition, unused, undamaged, and unopened.

• Be returned in its original packaging, with all protective materials intact.

• Include the receipt or proof of purchase.

Returns that do not meet these criteria will not be accepted.

How to Initiate a Return

To begin a return, you must first request approval by contacting info@zanamilne.com within 14 days of receiving your order. Returns sent without prior authorisation will not be accepted.

Once approved, returns must be sent to the following address:

Return Address:

The Cabin

Brownshill Road

Bussage, Stroud

Gloucestershire

GL6 8AS

United Kingdom

Return Shipping & Costs

• The customer is responsible for all return shipping costs.

• The return shipment must be insured for at least the value of the item.

• A 33% restocking fee will be deducted from the refund amount.

Zana Milne is not responsible for lost, stolen, or damaged returns, and any such issues must be resolved with the shipping provider.

Returns that arrive damaged, uninsured, or without prior authorisation will not be accepted, and refunds will not be issued.

 

2. Damages & Issues

All items are carefully inspected before dispatch to ensure quality and condition. Upon receiving your order, please inspect it immediately.

If your item arrives damaged, defective, or incorrect, you must:

1. Contact info@zanamilne.com within 48 hours of receiving your order.

2. Provide clear photographic evidence of the damage or issue, including packaging.

3. Retain all packaging materials in case an investigation with the shipping provider is required.

If your claim is approved, a repair, replacement, or partial refund may be offered at the discretion of Zana Milne.

Damage caused by improper handling after delivery is not eligible for a return or refund.

 

3. Non-Returnable & Final Sale Items

The following items cannot be returned or refunded:

• Final sale items: [Specify the product name here]

• Custom commissions

• Gift cards

• Limited edition sculptures

If you are unsure about the return eligibility of an item, please contact info@zanamilne.com before purchasing.

 

4. Exchanges

Exchanges are not offered. If you wish to receive a different item, please return the original item following the return process and place a new order.

 

5. European Union 14-Day Cooling Off Period

Under EU consumer rights regulations, customers within the European Union have the right to cancel or return their order within 14 days of receiving it, without providing a reason.

The following conditions apply:

• The item must be unused, undamaged, and in its original packaging.

• Customers are responsible for return shipping and insurance costs.

• The 33% restocking fee still applies.

This policy is in accordance with the Consumer Contracts Regulations (2013, UK Law) and EU consumer protection laws.

 

6. Refunds

Refund Processing

Once your return is received and inspected, you will be notified regarding the approval or rejection of your refund.

If approved, the refund will be processed within 10 business days to the original payment method. Please note that:

• Refunds will reflect the original purchase price minus the 33% restocking fee.

• Shipping fees are non-refundable.

• Your bank or credit card provider may take additional time to process the refund.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact info@zanamilne.com.

 

7. Governing Law & Jurisdiction

This Return & Refund Policy is governed by and construed in accordance with the laws of England and Wales. Any disputes related to this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

8. Contact Information

For any questions regarding returns, refunds, or exchanges, please contact:

Email: info@zanamilne.com