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Where Artistry Begins
If your order turns up damaged, we replace it. Send a photograph to support@zavore.co.uk and in most cases that is the whole process. No form to fill in, and you are not posting a 24kg tub back to prove it. Damage in transit is our problem, not yours, and we cover the postage both ways.
If a product is faulty rather than broken, we will ask to see it back so we can work out what went wrong. That is how we stop it reaching the next person. Once it is with us, a replacement goes out to you straight away.
The one thing we cannot do is take a colour back. Your tub does not exist until you order it. It is machine-tinted to your reference and batched for your project alone, so there is no shelf for it to return to. That is what sample boards are for. If you are torn between two shades, ring 07592 929191 and an installer will talk it through with you before you spend anything.
You have 30 days from delivery to tell us about any damage in transit, or about a product that turns out to be faulty. Tell us as early as you can and we can still trace the exact batch and the exact van. Do have a look over your order when it lands, because once the 30 days have passed we are no longer able to arrange a return or a refund.
Some things cannot come back at all. Anything we have tinted is mixed for your order and nobody else’s, so a change of mind is not something we can help with. Tools and sample boards work the same way. A sample board is made up by hand for your enquiry, and a trowel or a booklet that has left us cannot go out to another customer afterwards, so those are not ones we are able to take back or refund either. If the error was ours, none of that applies and we will put it right.
One favour in return. If a tub looks wrong when you open it, stop and give us a call before you use any of it. Once it is on the wall neither of us can tell what was in the tub, and we would much rather sort it out while we still can.
How to reach us. Email support@zavore.co.uk or ring 07592 929191.
None of this affects your statutory rights.
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