Purchasing Terms and Conditions

Introduction

Welcome to ZOTO. By accessing or using our website, you agree to comply with and be bound by these Terms and Conditions. Please read them carefully before making a purchase. If you do not agree to these terms, please do not use our services.

Products Offered

We specialise in selling medical products, accessories to those medical products, over-the-counter supplements, and cosmetics. All items are intended for legal use only and must not be purchased by anyone under the age of 18.

Order Process

Orders are subject to availability and acceptance. You will receive a confirmation email once your order is accepted.
We reserve the right to cancel orders for any reason, including pricing errors, stock shortages, or legal restrictions.
By placing an order, you confirm that you are at least 18 years old, that the products are for your personal use only and that you are currently in the UK.

Pricing and Payment

All prices on the website are shown in GBP and include VAT where applicable.
Payment must be made in full at the time of purchase.
We reserve the right to change prices at any time without prior notice. Prices applicable are those at the time your order is placed.

Delivery

We deliver to addresses within the UK. Estimated delivery times are provided at checkout.
While we aim to deliver within the provided timeframe, delays may occur due to unforeseen circumstances. ZOTO is not responsible for such delays.
Please ensure the delivery address you provide is accurate. We cannot be held liable for deliveries made to incorrect addresses supplied by customers.

Returns and Refunds

Medical Cannabis:
Cannabis-based products for medicinal use (CBPMs) are classified as controlled substances.
CBPMs are only eligible for reimbursement when deemed defective based on the supplier’s guidance. Do not return these products to us unless instructed to do so by the Zoto pharmacy. If a CBPM is sent back to the pharmacy by the patient, the pharmacy cannot send it back to the patient. If a CBPM is sent back to the pharmacy by the patient and no fault is found, no reimbursement will be issued and the product will not be returned to the patient.

Other Medical Products: including Weight Loss Products, Emergency Contraception and similar products:
Due to the nature of these products, returns are not accepted except in the case of faulty products. If your products are faulty, please email help@zoto.co.uk within 48 hours of delivery with photo evidence and a description of the problem.

Vaping Hardware Devices & Accessories:
Customers may return vaping hardware devices within 14 days of receipt under UK distance selling regulations, provided the items are unopened and unused.
All hardware must be returned in original packaging, including any outer sleeves. Returns without original packaging cannot be accepted.
All accessories must be unopened and unused.
Faulty devices should be dealt with directly with the manufacturer under their warranty terms.

Over-the-Counter Supplements:
Due to the nature of these products, returns are accepted only for unopened and unused items within 14 days of receipt.
If a product arrives damaged or faulty, please contact us within 48 hours for a replacement or refund.
To initiate a return, email help@zoto.co.uk with your order details and reason for return. If your return is approved, please package items securely to avoid damage in transit.

Exceptions:
Outside of what is highlighted above, certain products are non-returnable for hygiene reasons, including:

• Medicines and supplement products
• Used vape kits
• Opened Boveda packs and similar accessories, whether used or unused.

Refunds

Once we receive and inspect your returned items, and all conditions are met, we will refund the product value (excluding any postage fees) to the original payment method. Please allow 5-7 working days for the refund to reach your account.
If you have not received your refund within 10 working days of returning your items, please contact us to confirm receipt. If we have refunded you but it has not been received, please contact your bank or card issuer.

Non-Liability for Products

Use of vaping hardware devices, accessories, and supplement products is at your own risk. ZOTO is not liable for any adverse effects, misuse, or failure to follow product instructions. Supplement products’ effectiveness is not guaranteed and they are not intended to diagnose, treat, cure, or prevent any disease. Please consult a healthcare professional before use.
Any approved orders are on the basis that you are entering the correct personal information and you have made an order for your own use. We are not responsible for any issues arising from misuse of our products by third parties.

Intellectual Property

All website content—including text, graphics, logos, and product descriptions—is the intellectual property of ZOTO and protected by copyright. Unauthorized use is prohibited.

Limitation of Liability

ZOTO is not liable for indirect, incidental, or consequential damages arising from the use or inability to use our products or services.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

Privacy Policy

Please see our [Privacy Policy Link] for details on how we collect, use, and protect your personal information.

Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be subject to the jurisdiction of the English courts.

Amendments to Terms and Conditions
We reserve the right to update or change these Terms at any time without prior notice. Changes will be posted on our website, and your continued use of our services constitutes acceptance of these changes.

Additional Delivery Info

If all of your items are in stock:
If you make payment before 3pm we will dispatch your order the same day. You should receive it the next working day (Monday – Friday) between 9 AM and 1 PM. If you order on a Friday, it will be dispatched for Saturday delivery.

If you have requested an oil:
This product requires manufacturing so you must pay before 1:00 PM. If payment is received before 1PM, we will dispatch your order on the same day. You should receive it the next working day (Monday – Friday) between 9 AM and 1 PM. If you pay on a Friday, it will be dispatched for Saturday delivery.

If any of your items require us to order them (as indicated at payment):
Once payment is made we will place the order with our suppliers. Usually we will receive them in 3-4 working days. After the product arrives, we will notify you and confirm the delivery details. We will dispatch all of your items together.

Delivery service:
Your order will be delivered via Royal Mail Special Delivery. You will need to be available to accept the delivery. You should receive a text or email from Royal Mail on the morning of the delivery.
You can track or reschedule your delivery at: Royal Mail Tracking. For live service updates from Royal Mail, please click on the following link: Service updates │ Royal Mail Group Ltd.

Disclaimer:
Please be aware that certain postcodes may experience longer delivery times, and delivery windows could be impacted by weather conditions or unforeseen courier issues, which are beyond our control. We kindly ask for your patience in these situations and apologise for any inconvenience this may cause.

Cannabis-based products for medicinal use (CBPMs) are classified as controlled substances. As such, any returned CBPMs will not be eligible for reimbursement unless deemed defective, based on the supplier’s guidance. Returns should only be made if specifically instructed by the pharmacy. Please note that once products are sent to the pharmacy, they cannot be returned. In such cases, no reimbursement will be issued if no fault is found.