Refund policy

Article 8 – Exclusion of Right of Withdrawal

When purchasing products, the consumer has the option to dissolve the agreement without giving reasons within 14 days. This cooling-off period starts the day after the consumer or a designated representative known to the entrepreneur receives the product.

If the consumer wishes to exercise their right of withdrawal, they are obligated to notify the entrepreneur within 14 days of receiving the product. The consumer must notify the entrepreneur via written message/email. After notifying the desire to exercise the right of withdrawal, the customer must return the product within 14 days. The consumer must prove that the goods were returned on time, for example, by providing proof of shipment.

If the customer has not indicated their desire to exercise the right of withdrawal or has not returned the product to the entrepreneur after the periods mentioned in paragraphs 2 and 3, the purchase is considered final.

How can I return (part of) my order? If you decide to return your products to us within our 14-day cooling-off period, the entrepreneur will refund this amount as soon as possible, but no later than 14 days after the withdrawal.

Follow the steps below to return your product:

1. Send us an email at info@zyora.eu indicating that you want to return your order.

2. Wait for a response from our customer service to see if we can accept the return shipment.

3. If we can accept your return shipment, do the following. Package the product to be returned neatly and securely, preferably in the original packaging.

4. Send the package to the return address provided by our customer service.

5. Provide our customer service with the Track & Trace code.

6. Once your package has arrived and been checked, we will refund the order amount of the returned products via the payment method used.

Unfortunately, products that meet one or more of the following criteria cannot be returned:

- For sealed products. Once the seal is broken, these products cannot be returned. that are custom-made by the entrepreneur according to the consumer's specifications; that are personal in nature; that cannot be returned due to their nature;

- Do I have to pay for my return shipment? Yes, all customers are responsible for the costs of their return shipment. We recommend sending your return shipment with a Track & Trace, as we cannot accept responsibility for lost return shipments.

- My order is damaged, what should I do? For the quickest resolution, attach a photo showing the poor quality or damaged part of the item. The best photos are on a flat surface showing the label and the defect. We will use this information to assist you with your order and prevent errors in the future.

If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, unfortunately, the return period expires. In general, products cannot be returned if any of the following conditions apply:

- the buyer has repaired and/or modified the delivered products themselves or had them repaired and/or modified by third parties;

- the delivered products have been exposed to abnormal conditions or otherwise handled carelessly or in violation of the intermediary's instructions and/or packaging instructions

- the defect is wholly or partially the result of government regulations already issued or to be issued regarding the type or quality of materials used; hygiene products cannot be returned and refunded.