CANCELLATION POLICY
At Zonitavex, we know that plans and preferences can change. This policy explains how to cancel or change an order, what happens once your order has been dispatched and when we may need to cancel an order ourselves. It does not affect your statutory right of withdrawal, which is described in our Refund and Returns Policy.
CANCELLING BEFORE DISPATCH
To cancel an order, please email us as soon as possible at info@zonitavex.com with your order number, your full name and the email address used for the order, and tell us whether you want to cancel the whole order or only certain products. We usually process orders within 1 to 3 business days. If your order has not yet been handed over to our shipping partner, we will cancel it, confirm the cancellation by email and refund the full amount, including shipping costs, to your original payment method without undue delay and no later than fourteen days.
ORDERS ALREADY DISPATCHED
Once your order has been dispatched, we can no longer cancel it. You can still use your statutory right of withdrawal within fourteen days of receiving the goods and return eligible items as described in our Refund and Returns Policy. If you no longer want a product, please keep it in its original packaging, do not use it for cooking, baking or food preparation and do not put it in the dishwasher, so it can be returned in its original condition.
CHANGING YOUR ORDER
If you would like a different product, size or colour, want to add items or need to correct your delivery address, please contact us as soon as possible. We will gladly make the change as long as your order has not yet been dispatched. If that is no longer possible, you can cancel or withdraw from the order and place a new one.
PERSONALISED AND CUSTOM ITEMS
Items put together to your specifications or personalised for you, such as engraved cutting boards, custom-printed kitchen accessories or gift sets with your own names or texts, can only be cancelled before we have started preparing or personalising them. After that point, the order cannot be cancelled and the statutory right of withdrawal does not apply.
CANCELLATIONS BY ZONITAVEX
We may need to cancel an order ourselves if a product, size or colour is out of stock, there is an obvious error in the price or product information, payment could not be completed, an order appears fraudulent or unauthorised, or we are unable to deliver to your address. In these cases, we will inform you by email and refund any amount already paid in full to your original payment method as quickly as possible.
PARTIAL CANCELLATIONS
If only part of your order is cancelled, we will refund the amount for the cancelled items. If the remaining order no longer qualifies for a free shipping offer, we will not charge you any additional shipping costs.
CONTACT US
If you have any questions about cancelling or changing an order, please email us at info@zonitavex.com or call +49 157 77673670.