Returns
Returns and refunds
Your right to change your mind, what happens when something is faulty, and how money comes back when it never went through a card in the first place.
Last updated 11 September 2026The simplest return of all
Refuse the parcel at the door. You have not paid, so there is nothing to refund, nothing to arrange and nothing to chase. The appliance travels back to us at our expense and the order closes itself.
This is worth knowing because it is genuinely the cleanest outcome for both sides. Open the box while the driver is still there, and if it is not right, hand it straight back.
Fourteen days to change your mind
If you have accepted and paid for an appliance, you have 14 days from the day it was delivered to tell us you are withdrawing from the purchase. This is your right under EU consumer law and you do not have to give a reason. Nobody here will ask for one.
Email support@zespar.com inside those 14 days saying what you are sending back and which order it belongs to. We reply with the return address and a reference to write on the outside of the box. Please do not send anything back before you have that reference, because parcels without one are very hard to match to an order.
Once you have told us, you have a further 14 days to actually put it in the post.
Two different rights, often confused. "I have changed my mind" is the 14 day withdrawal right and it is unconditional, but you pay the return carriage. "It is faulty or not what was agreed" is a conformity claim, it lasts two years, and we pay the carriage both ways. Sending a faulty appliance back as a change of mind costs you money you did not need to spend, so tell us which it is.
What condition it should come back in
Handle an appliance the way you would in a shop: unpack it, look it over, check the fit and the finish, plug it in if you need to be sure it powers up. Putting a month of real use through it is a different matter.
Where the value has dropped because of handling that went beyond a reasonable inspection, we may reduce the refund, and we put that figure to you before doing it. Think of a slicer returned with food residue dried in the blade housing, a popcorn maker full of hulls, or a hot tap that has clearly been plumbed in and taken out again.
Keep the packaging where you can, along with any manuals, fixings and accessories. A returned appliance missing its power lead or its pouring accessories is an incomplete return.
Who pays the postage
| Situation | Return carriage | What you get back |
|---|---|---|
| Refused at the door | Ours | Nothing was paid |
| Changed your mind, within 14 days | Yours | Goods plus the delivery charge built into the total |
| Wrong appliance sent | Ours | The full amount collected |
| Damaged in transit | Ours | The full amount, or a replacement |
| Faulty within 2 years | Ours | Repair, replacement, or a refund |
How a cash order gets refunded
Because you paid the courier in cash, there is no card payment to reverse. Refunds go by bank transfer to an account you nominate.
Once the appliance reaches us and has been checked, we ask by email for the account holder name and the IBAN. They exist only to make that one payment and come off the file as soon as the bank confirms it. We never ask for a card number, and we will never ask for the account details before the returned appliance has arrived.
The transfer is made within 14 days of the appliance getting back to us, and usually sooner. Your own bank may then take a further working day or two to show it.
Faulty appliances and the two year cover
Every appliance carries two years of statutory conformity cover, running from the delivery date. If something develops a fault that is not the result of misuse, accidental damage or ordinary wear, you are entitled to have it repaired or replaced, and to a reduction or a refund where neither is practical.
For the first year, a fault is assumed to have been present at delivery unless we can show otherwise. After that the burden shifts, so a clear description of what happens and when helps a great deal.
Write to us with the order reference, what the appliance does now, what it did before, and a photograph or a short video where the fault is visible. We arrange collection, and you do not pay carriage on a conformity claim.
What is not covered
- Damage from dropping, liquid ingress beyond normal kitchen use, or running an appliance on the wrong voltage
- Consumable and wear parts: blades dulled by ordinary use, seals and gaskets past their service life, filters
- Scale damage to the instant hot water tap where it has not been descaled, which the handbook entry on descaling covers in detail
- Faults caused by an installation we did not carry out, or by modification of the appliance
- Cosmetic marks that do not affect how the appliance works and were not reported within 48 hours of delivery
If you think we have got it wrong
Write to support@zespar.com and have the decision looked at again. Give us the reference and tell us, in as many words, what you would consider a fair result. If you are still not satisfied, the consumer protection authority in your own country can take the matter up, and the European Consumer Centre in your country handles cross-border purchases specifically.
Worth repeating once: a refund here never involves a card, because there is no card machinery in the business to put one through. Anyone asking you for card details to release a refund is running a scam, and we would like to know about it.