Returns and Refund Policy


  • Returns and Refund Policy
  • Cancelling an order
  • Orders that have not yet been dispatched may be cancelled by contacting us as soon as possible.
  • Where an order has already been dispatched, it must be returned in accordance with this policy.


Change-of-mind returns

Consumers purchasing RZ-Ecoseal E online may notify us that they wish to cancel their order within 14 calendar days of receiving it. The product must then be returned within a further 14 calendar days.

To receive a full refund, the product should be:

  • Unused and unapplied
  • Unmixed, undiluted and unaltered
  • In its original container
  • Securely sealed
  • Returned with all original packaging
  • In a resalable condition
  • Accompanied by proof of purchase
  • Customers may inspect the product as they would reasonably be permitted to do in a shop. Where the product has been handled beyond what is reasonably necessary to inspect it, any refund may be reduced to reflect the resulting loss in value.
  • Opened, used, mixed, diluted, contaminated or partially used products may have no resale value. This does not affect your legal rights where the product is faulty, damaged, incorrectly supplied or not as described.


Requesting a return

Please contact us before returning an item and provide:

Your name

Order number

Delivery address

Reason for the return

Photographs where the product is damaged, leaking, faulty or incorrect

Do not send the product back until the return has been approved and the correct return instructions have been provided.


Return delivery costs

  • Customers are responsible for arranging and paying the delivery costs for change-of-mind returns.
  • The product must be packaged securely and returned using an appropriate tracked delivery service. Proof of postage should be retained until the refund has been completed.
  • Where a product is faulty, damaged in transit, incorrectly described or incorrectly supplied, reasonable return costs will be covered or collection will be arranged.
  • Refunds
  • Returned products will be inspected before a refund is approved.
  • Approved refunds will be issued to the original payment method.


For eligible consumer cancellations, the refund will include:


  • The price paid for the returned product
  • The cost of the standard delivery option
  • Any additional amount paid for express, timed or premium delivery will not normally be refunded. UK rules require the standard outbound delivery charge to be refunded for eligible cancellations.
  • Refunds will be processed without undue delay and no later than 14 days after the returned product is received, or after acceptable evidence is provided showing that it has been returned.
  • Additional time may be required for the customer’s bank or payment provider to make the funds available.
  • Damaged, faulty or incorrect products


Customers should inspect their delivery as soon as reasonably possible after it arrives.


Where RZ-Ecoseal E arrives damaged, leaking, faulty or incorrectly supplied, please contact us promptly and provide photographs of:


  • The outer delivery packaging
  • The product container
  • The damaged or affected area
  • The product label
  • The batch information
  • Depending on the circumstances, an appropriate resolution may include:
  • A replacement
  • Collection and redelivery
  • A partial refund
  • A full refund


Nothing in this policy limits or excludes a customer’s statutory rights relating to goods that are faulty, not as described or not fit for purpose.


Products that may not qualify for a full change-of-mind refund


A full change-of-mind refund may not be available where the product has:

  • Been used or applied
  • Been mixed, diluted or altered
  • Been transferred into another container
  • Been contaminated after opening
  • Been damaged after delivery
  • Been stored contrary to the product instructions
  • Been returned without suitable protective packaging
  • Deteriorated because of incorrect storage after delivery

These restrictions do not apply where the product was faulty, damaged, incorrectly described or incorrectly supplied.

Business customers


Consumer cancellation rights do not apply to purchases made wholly or mainly for business purposes.

Change-of-mind returns from business customers require prior approval. Approved business returns must normally be requested within 14 days of delivery, and the product must be unopened, unused, securely sealed and in a fully resalable condition.

This does not affect any contractual or legal rights relating to products that are faulty, damaged or incorrectly supplied.

Refused and undeliverable deliveries


Where delivery cannot be completed because incorrect or incomplete information was provided, or where an undamaged order is refused, any resulting delivery, return and handling costs may be deducted from the refund.

This does not apply where delivery is refused because the product or packaging is visibly damaged.

Returning the product


Returns must only be sent after approval has been given. The returns address and packaging instructions will be supplied when the return request is accepted.