Refund policy

Last updated: 21 May 2026

Who we are

Zyleo is an online shop operated by HISOKA SAS, a Société par Actions Simplifiée registered in France with share capital of 10,000 €. The company is identified under SIRET 989 850 680 00012, APE code 47.91A (Vente à distance sur catalogue général), with its registered office at 1 Rue Marguerin, 75014 Paris, France. HISOKA SAS operates under the French VAT exemption scheme (franchise en base, article 293 B of the French General Tax Code), so no VAT is charged on its sales. We ship our products exclusively to addresses in the United Kingdom, via UPS, with a standard delivery time of 4 to 7 business days (1 to 2 business days processing + UPS 3 to 5 business days transit).

30-day right to return

We want you to be fully satisfied with your Zyleo purchase. You may return any product bought from zyleo.co.uk within 30 calendar days from the day you receive your order, for a full refund of the price paid for the item.

To be eligible for a return, the product must be:

In its original, unmarked outer packaging, with all accessories, cables, adapters, fixings and documentation supplied;
In a condition that allows it to be resold as new — minor inspection is fine, prolonged use is not;
Accompanied by proof of purchase (order number or confirmation email).

Returns are free of charge: once your request is approved, we will send you a prepaid return label by email. You do not have to pay any postage to send the product back to us.

Free restocking — no restocking fee: we never charge a restocking fee when you return an item. You get a full refund of the product price, on top of the free return shipping label we provide.

How to request a return

To start a return, please email contact@zyleo.co.uk with the following information:

Your full name and the delivery address used for the order;
Your order number;
The product concerned (Mobile EV Charger 32A 7.4 kW or Plug & Play Charging Box 32A RCBO);
The reason for the return (change of mind, incompatibility, defect, damage in transit, etc.);
Photos of the item and its packaging if the return is due to a defect, damage or a shipping error.

Within two working days, our team will reply with your return authorisation and a prepaid UPS return label, together with simple drop-off instructions.

Return address

All returns must be sent, using the prepaid label we provide, to:

HISOKA SAS – Zyleo Returns
28 rue de Montpellier
11000 Carcassonne
France

Please do not return items to any other address. Parcels returned without an authorised label or to an unrelated address may be refused by the carrier and cannot be processed.

Refund processing

Once your return arrives at our warehouse, we inspect the product and, where it meets the conditions above, issue your refund within 14 calendar days of receipt. In practice, most refunds are processed within 3 to 5 working days.

Refunds are issued to the original payment method used at checkout (card, Apple Pay, etc.). Depending on your bank, the funds may take a further 3 to 10 working days to appear on your statement. The refund covers the price of the returned item and, where the full order is returned, the standard delivery cost originally paid.

Items that cannot be returned

Because we sell electrical equipment intended to be connected to the mains supply of a property or a vehicle, some categories of return cannot be accepted, for safety and traceability reasons:

Chargers that have been hard-wired, opened, dismantled or modified, or whose tamper-evident seals have been broken;
Units that show signs of installation by an unqualified person, exposure to water ingress, fire, surge or impact damage caused after delivery;
Products returned without their original box, charging cable, plug head or mounting accessories, where these were supplied;
Items sold as clearly marked B-stock, ex-display or final sale, where this was stated on the product page at the time of purchase.

This does not affect your right to return a faulty product under the UK Consumer Rights Act 2015 or our 3-year manufacturer warranty (see below).

Damaged, defective or wrong items

If your order arrives damaged, develops a fault, or is not the product you ordered, please contact contact@zyleo.co.uk within a reasonable time and, where possible, within 30 days of delivery. Include your order number and clear photographs of the product, the serial number plate and the outer packaging.

Depending on the situation and on your preference, we will arrange one of the following at no cost to you:

A free replacement of the affected charger;
A repair, where the manufacturer confirms this is appropriate;
A full refund of the item, including the original delivery cost.

3-year manufacturer warranty

Both the Mobile EV Charger 32A 7.4 kW and the Plug & Play Charging Box 32A RCBO are covered by a 3-year manufacturer warranty against defects in materials and workmanship, starting from the delivery date shown on your order confirmation.

The warranty covers genuine manufacturing defects, such as internal electronic failures, RCBO faults under normal use, or non-functioning charging cycles not caused by external factors. It does not cover:

Damage caused by incorrect installation, use outside the rated parameters, or connection to a non-compliant electrical installation;
Cosmetic wear, scratches or marks resulting from normal use;
Damage caused by surges, lightning, flooding, fire, impacts or any external event;
Products that have been opened, repaired or modified by anyone other than the manufacturer or an approved repairer.

To make a warranty claim, contact us by email with your order number, the product serial number and a description of the issue. We will guide you through the diagnostic steps and, where the claim is accepted, arrange repair or replacement at no cost.

Exchanges

If you would like to swap a charger for a different Zyleo model — for example, moving from the Mobile EV Charger to the Plug & Play Charging Box, the simplest process is to return the original item for a full refund under the 30-day policy above, then place a new order for the replacement model on zyleo.co.uk. This ensures correct invoicing, warranty registration and traceability of each unit.

Your statutory rights

This Refund and Return Policy is offered in addition to, and does not affect, the statutory rights you enjoy as a consumer under the laws of the United Kingdom, in particular the Consumer Rights Act 2015. Under that Act, goods must be of satisfactory quality, fit for purpose and as described. Where they are not, you may be entitled to a repair, a replacement or a refund within the time limits set out by law, regardless of the commercial terms above.

Nothing in this policy limits or excludes any liability that cannot be limited or excluded under UK consumer law.

Contact

Company name (legal entity): HISOKA SAS — French Société par Actions Simplifiée
Trading as: Zyleo (zyleo.co.uk)
Registered office: 1 Rue Marguerin, 75014 Paris, France
Company registration number: 989 850 680 (SIREN, France)
VAT status: VAT not applicable — art. 293 B French General Tax Code
Phone (UK customer service): +44 20 8040 5007
Email: contact@zyleo.co.uk
Opening hours: Monday–Saturday · 9 am – 7 pm UK time
Service promise: Guaranteed reply within 1 working day