Refund policy
Last updated: 17 August 2026**
We build every Zave Cutlery piece to last a lifetime, and we want you to be genuinely happy with what arrives. If something isn't right, this policy explains exactly what to do.
Quick Summary
Return window** | 14 days from delivery to notify us, 14 further days to return the item
Condition required** | Unused, unsharpened, in original packaging with all inserts |
Damaged or faulty** | Report within 48 hours — we cover everything |
Refund processing** | 5–10 business days after we receive and inspect the return |
Not returnable** | Personalised, engraved or custom-made items |
1. Your Right to Cancel
If you are a consumer in the United Kingdom or European Union, you have the legal right to cancel your order within **14 days** of receiving it, without giving a reason.
To cancel, email us at **zahrajaved673@gmail.com** with your order number within that 14-day window. You then have a further 14 days from telling us to send the item back.
2. Return Conditions
To be eligible for a refund, returned items must be:
- Unused and unwashed, with no signs of cutting, sharpening or wear
- In their original packaging, including presentation boxes, sleeves, protective blade guards and inserts
- Complete — for sets, every piece must be returned together
- Accompanied by proof of purchase (order number or confirmation email)
We inspect every return. Items returned used, damaged through misuse, sharpened, or missing components may receive a reduced refund reflecting the loss in value, or be declined.
3. Items We Cannot Accept
- Personalised, engraved or custom-commissioned pieces
- Gift cards
- Items returned outside the return window
- Items where the safety seal or blade guard has been removed and the blade has been used
4. How to Start a Return
1. Email **zahrajaved673@gmail.com** with your order number, the item(s) you're returning, and the reason.
2. We'll reply within 1–2 business days with return instructions and the return address.
3. Pack the item securely in its original packaging, with the blade fully guarded and the parcel clearly labelled as containing a bladed item.
4. Ship it using a tracked, insured service and send us the tracking number.
**Please do not send anything back before contacting us.** Unannounced returns can be refused or delayed, and bladed items shipped without proper labelling may be seized by the carrier.
5. Return Shipping Costs
- **Faulty, damaged or incorrect items** — we cover return shipping in full, and we'll send a prepaid label where available.
- **Change of mind** — you are responsible for return shipping costs and for the item until it reaches us. We strongly recommend a tracked, insured service, as we cannot refund items that don't arrive.
- **International returns** — please mark the parcel clearly as "RETURNED GOODS" on the customs declaration. Parcels sent with duties payable by us may be refused.
6. Damaged, Faulty or Incorrect Items
If your order arrives damaged, defective or not what you ordered, contact us **within 48 hours of delivery** with your order number and clear photos of the item and the packaging.
We will arrange a replacement or a full refund, including all shipping costs, at no charge to you. This does not affect your statutory rights under the Consumer Rights Act 2015.
7. Refunds
Once your return arrives and passes inspection, we'll email you to confirm. Approved refunds are issued to your original payment method within **5–10 business days**. Depending on your bank or card issuer, it may take a few additional days to appear on your statement.
Refunds include the price of the item plus the standard outbound shipping you paid. Where you chose an upgraded or express shipping option, we refund the standard rate only. For change-of-mind returns, original shipping is refundable only where you return the entire order.
8. Exchanges
The fastest way to exchange is to return the original item for a refund and place a new order. If you'd prefer a direct exchange, email us and we'll arrange it subject to stock availability.
9. Order Cancellations Before Dispatch
If you need to cancel before your order ships, email us as soon as possible. Orders are processed within 1–3 business days — if we've already dispatched, the return process above applies instead.
10. Late or Missing Refunds
If your refund hasn't arrived after 10 business days:
1. Check your bank account and card statement again.
2. Contact your card issuer — posting times vary.
3. If it still hasn't appeared, email us at zahrajaved673@gmail.com and we'll trace it.
11. Questions
**Zave Cutlery**
Email: zahrajaved673@gmail.com
Phone: +44 7412 286259
63 Burrow Road, Preston, PR1 6JU, United Kingdom