Last Updated: 01-January-2026

At Zey Luxe, we understand that purchasing personal hygiene products is a personal and important decision.

We are committed to fairness, transparency, hygiene, safety, and full compliance with UK consumer law.

This Refund & Return Policy explains your rights and our procedures in accordance with:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• UK eCommerce Regulations

Nothing in this policy affects your statutory rights.

1. Our Commitment to Hygiene and Customer Protection

Zey Luxe specialises in personal hygiene products online in the UK. Because our products are used for intimate personal care, hygiene protection is central to our return policy.

We aim to:

• Protect customers from receiving previously opened products.
• Comply with UK consumer legislation.
• Provide clear and fair return procedures.
• Resolve genuine issues quickly and professionally.

For hygiene reasons, certain return restrictions apply, which are explained clearly below.

2. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

2.1 How to Cancel

To cancel your order:

• Contact our customer support team within 14 days of delivery.
• Provide your order number.
• Clearly state that you wish to cancel.

You must return the item within 14 days of notifying us.

2.2 Condition of Returned Items

To qualify for a full refund under the cooling-off period:

• The item must be unused.
• The hygiene seal (if applicable) must remain intact.
• The product must be in its original packaging.
• All accessories and charging cables must be included.

3. Hygiene-Based Return Restrictions

Due to the intimate nature of products such as:

• Portable bidet devices
• Electric travel bidet sprayers
• Rechargeable bidet sprayer systems
• Postpartum peri bottle products
• Handheld Muslim shower units

We cannot accept returns of opened or used products unless they are faulty.

Why This Policy Exists

These products are designed for direct personal use. Once opened and used, they cannot be safely resold for hygiene reasons.

This policy complies with UK regulations, allowing exemption from cancellation rights for sealed hygiene goods once unsealed.

Example

If you purchase a camping bidet product and open it for use, it cannot be returned for change-of-mind reasons. However, if it develops a manufacturing fault, you remain protected under consumer law.

4. Faulty or Defective Products

If you receive a faulty product, you are protected under the Consumer Rights Act 2015.

4.1 If Fault Is Reported Within 30 Days

You may be entitled to:

• A full refund
• A replacement
• A repair (where appropriate)

4.2 If Fault Is Reported After 30 Days

We may offer:

• Repair
• Replacement

If repair or replacement is not possible, a refund may be issued.

4.3 How to Report a Fault

Please provide:

• Order number
• Description of the issue
• photos or video evidence
• Confirmation of safe product handling

5. Electrical and Rechargeable Products

Electric travel bidet and rechargeable bidet sprayer products contain rechargeable batteries.

Return eligibility may depend on:

• Whether the correct charging instructions were followed.
• Whether incompatible chargers were used.
• Evidence of misuse or water damage during charging.

We may inspect returned electrical products before issuing refunds.

6. Items Not Eligible for Return

We cannot accept returns for:

• Used personal hygiene products (unless faulty).
• Products damaged due to misuse.
• Items are missing accessories.
• Products returned beyond the 14-day cancellation window (unless faulty).
• Items showing signs of intentional damage.

7. Refund Process

Once your return is received and inspected:

• You will receive confirmation.
• Refunds will be processed to the original payment method.
• Processing may take several working days.

We reserve the right to deduct reasonable costs if returned items show signs of unnecessary handling beyond what is required to inspect them.

8. Return Shipping Costs

If returning for a change of mind:

• You are responsible for the return postage

If returning a faulty product:

• We may reimburse reasonable return postage costs

We recommend using tracked delivery.

9. Damaged in Transit

If your product arrives damaged:

• Notify us within 48 hours
• Provide photos of the packaging and product

We will investigate with the courier and offer an appropriate resolution.

10. Partial Refunds

We may issue partial refunds where:

• Product packaging is damaged
• Accessories are missing
• Excessive handling has occurred

11. Exchanges

We do not automatically offer exchanges for hygiene reasons.

If you require a different model, you must return an unopened item and place a new order.

12. International Returns

For international customers:

• Return shipping costs are the responsibility of the customer unless faulty
• Customs charges are non-refundable

13. Warranty Claims

Certain rechargeable bidet sprayer products may include limited warranties.

Warranty claims must include:

• Proof of purchase
• Description of defect

Warranty excludes accidental damage and misuse.

14. Fair Use Policy

We reserve the right to monitor excessive return patterns.

Repeated misuse of return rights may result in account suspension.

15. Medical Disclaimer

Zey Luxe products are personal hygiene devices and not medical devices unless explicitly stated. We do not provide medical advice.

16. How to Start a Return

To begin a return, contact Zey Luxe via our official website contact page.

Please include:

• Order number
• Product name
• Reason for return

17. Compliance and Transparency

Zey Luxe is committed to operating transparently and lawfully.

We balance:

• Consumer rights
• Hygiene safety
• Fair business practices

18. Updates to This Policy

We may update this Refund & Return Policy from time to time.

Changes apply to future purchases.

19. Final Commitment

Whether you buy travel bidet devices, rechargeable bidet sprayer systems, postpartum peri bottle solutions, or camping bidet products, we aim to provide confidence and clarity.

Your hygiene, safety, and satisfaction matter to us.

Thank you for choosing Zey Luxe.