Returns Policy

GENERAL PROVISIONS

You do not have the right to cancel the Contract where any of the following items were delivered: 1. Personalised items; 2. Goods that you unsealed after delivery and which cannot be returned for hygiene or health safety reasons. Your right to cancel the Contract only covers items that are returned in the same condition in which they were received. No refund will be granted if the item (i) has been used after being opened, (ii) is not in the same condition as received, or (iii) is damaged. You should take care of the item(s) in your possession. You should return the items by using or including their original packaging, along with the instructions and any documents, where appropriate, sent with the items. The amount paid for the items returned will be refunded via the same means of payment used to make the purchase. You may also contact us or return the item directly to us at the address indicated. You should return the item, along with a print-out of the E-ticket attached to the Shipment Confirmation, as soon as possible. You will bear the costs for returning the items.

After examination of the returned item, we will inform you whether or not you are entitled to a refund for the amount paid. Only standard delivery costs will be reimbursed if the right to cancel was exercised during the statutory period and if all items in question are returned. You will be reimbursed as soon as possible which should be, in any case, within 14 days from your notification that you are exercising your right to cancel the Contract. Notwithstanding the foregoing, we may defer the refund until we have received the returned items. The refund will always be made via the same payment method that you used to pay for your purchases, unless you present a gift receipt for the return. In this latter case, the refund will be made by means of a Zerazi gift card. You will be responsible for the risks and costs relating to the return of the items, as stated above. In this case, please remember to present a print-out of the E-ticket attached to the Shipment Confirmation, together with the returned goods. If you have any questions, you can contact us by filling in the relevant form on our website or email us at 'support@zerazi.com'.

RETURN OF FAULTY ITEMS

In circumstances where you consider the item does not conform to the Contract at the time of delivery, you must immediately contact us through the relevant form on our website and state the features of the item in question and the nature of the defect; you can also email us at 'support@zerazi.com and we will inform you of the steps to follow. You must return the item to us accompanied by a print out of the E-ticket. We will closely examine the returned item and inform you of your entitlement to a replacement or refund (as appropriate) via email, within a reasonable period of time. We will refund or exchange the item as soon as possible, which should be, in any case, within 14 days from the date of our email confirmation that you are entitled to a replacement or refund for the item in question. Where the defect or damage is proven, the price of the items concerned, including delivery costs and expenses incurred in returning the items, will be fully refunded. Proof of the expense incurred in returning the item will be required. The refund will always be made via the same payment method that you used to pay for your purchases, unless you present a gift receipt for the return. In this latter case, the refund will be made by means of a Zerazi gift card. This clause does not affect your statutory rights.

RIGHT OF WITHDRAWAL AND RETURN FOR ORDERS FROM ABROAD 

If you have ordered products from outside Belgium from another EU member state via this website clauses 18, 19, 20 from the terms and conditions shall apply. At the same time, we would like to inform you that we are under no circumstances (with exception of clause 21 to which this clause 22 does not apply from the terms and conditions) obliged to pay shipping costs to destinations other than the original delivery address nor the return costs from destinations outside the EU.

Last Updated 24/05/2021