You have the right to cancel the contract under the Right of Withdrawal Act and claim a refund without giving any reason or justification within 30 calendar days of receiving the goods.
The 30-day cancellation period starts on the day the goods are in your physical possession; weekends and public holidays are included in the 30 days. However, the cancellation period expires at the end of the following working day if the end of the 30 days falls on one of those days.
Your right to cancel may be exercised by e-mailing your clear statement to: return@zenatives.com ensuring that you do so within the 30-days cool-off period.
In your e-mail message please clearly state the following details:
- Subject: Notice of withdrawal from contract of sale (must be stated)
- Name & Surname of customer of the order
- Refund Type Preference: Full refund or Store Credit / Gift Card as a compensation for your returned item(s)
- Full customer address
- Order number/details
- Order received day (in case on goods not yet received please state so).
- Pictures of the delivery voucher and of the package itself
We shall do our best to serve your case as quickly as possible.
Your e-mail must reach us with all of the above details within the 30-day cool-off period.
Attention: Unannounced returns will not be accepted.
Refund
Your refund will be initiated when your return arrives at the returns depot and has been processed by our inspectors. Please bear in mind that it may be up to 7 working days before your refund shows in your bank account.
We will make the reimbursement using the same means of payment as you used for the initial order purchasing transaction.
Do not hesitate to communicate any issues you might face at return@zenatives.com and we shall be pleased to assist.
Returns Address:
zenatives Warehousing & Fulfilment Center
Biz Courier & Logistics Gmbh., Poststraße 15, 04158 Leipzig, Germany
Attention: Unannounced returns will not be accepted.
