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Refund Policy

Your satisfaction is our priority, which is why we offer fair and transparent conditions for returns and complaints. Please read the information below that applies to the return and return of purchased products.

 

1. Right of withdrawal

 

By law, you have the right to withdraw from the contract without giving any reason within 14 days of receipt of the goods. If you decide to withdraw from the contract, you must inform us by email or in writing and return the goods to us undamaged and in their original packaging, including all components.

 

2. Returns procedure

 

To return the goods, please proceed as follows:

 

 

  1. Contact us by email or phone and tell us that you want to return the goods.​

  2. Fill in and attach the withdrawal form, which you can find on our website, or attach another written document with your details.

  3. Send the goods back to us at our address within 14 days of notification of withdrawal. The cost of returning the goods will be borne by the customer unless we agree otherwise.

 

 

3. Condition of the returned goods

 

In order for a return to be accepted, the goods must be undamaged, unused and in their original packaging. If the goods are returned in a worse condition than delivered, we reserve the right to reduce the value of the return by an amount equivalent to the reduction in the value of the product.

 

4. Refunds

 

Once we have received and inspected the returned goods, we will refund your money to the same payment method you used to make the purchase within 14 days of receiving the returned goods. If the product has been partially worn or damaged, we may reduce the refund amount.

 

5. Returns

 

If you receive a faulty or damaged product, you have the right to make a claim. The claim must be made as soon as possible, but no later than 24 months after purchase.

 

To make a claim, please do the following:

 

 

  1. Contact our customer service and describe the problem with the product.

  2.  Send the defective goods back to our address after you have agreed with us.

  3.  Upon receipt of the goods and acceptance of the claim, you will be offered either a repaired item, a replacement for a new item, or a refund, depending on the nature of the defect.

 

 

6. Cost of the claim

 

In the event of a legitimate claim, we will pay the cost of shipping the goods back to us and back to you. If the claim is not accepted, the cost of shipping to you will be charged.

 

Exceptions to returns and claims

 

  1.  Products that have been custom made or modified to your specific requirements cannot be returned unless they are defective.

  2.  For hygiene reasons, open food products or tea blends cannot be returned.

 

7. Policy changes

 

We reserve the right to change this Returns and Complaints Policy at any time without notice. The current version will always be posted on this page.

 

If you have any questions about returns or claims, please contact our customer service at info@zenmarket.cz.

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