REFUND AND RETURNS POLICY
At Zonitavex, we want you to love every product you order. If something isn't right, whether a product doesn't fit your kitchen, arrived damaged or simply isn't what you expected, we're here to help. This policy explains your right of withdrawal, how to send items back and how refunds are handled under German and EU consumer protection law.
RIGHT OF WITHDRAWAL
If you are a consumer, you have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you, or a third party named by you who is not the carrier, take possession of the goods. If several items from one order are delivered separately, the period begins on the day on which you, or a third party named by you who is not the carrier, take possession of the last item.
To exercise your right of withdrawal, you must inform us (Trian UG (haftungsbeschränkt), doing business as Zonitavex, Gieselerstraße 22, 10713 Berlin, Germany, info@zonitavex.com, +49 157 77673670) of your decision by means of a clear statement, for example a letter or an email. You may use the model withdrawal form below, but this is not mandatory. To meet the withdrawal deadline, it is sufficient to send your notice before the withdrawal period has expired.
EFFECTS OF WITHDRAWAL
If you withdraw from this contract, we will refund all payments received from you, including standard delivery costs (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than fourteen days from the day on which we receive your notice of withdrawal. We will use the same payment method you used for the original transaction, unless you have expressly agreed otherwise, and you will not be charged any fees for this refund. We may withhold the refund until we have received the goods back or until you have provided proof that you have sent them, whichever is earlier.
You must send the goods back to us without undue delay and no later than fourteen days from the day on which you inform us of your withdrawal. The deadline is met if you send the goods before the fourteen days have expired. You bear the direct cost of returning the goods. You are only liable for any loss in value of the goods if this loss results from handling them in a way that was not necessary to check their nature, characteristics and functioning.
EXCLUSIONS
The right of withdrawal does not apply to goods made to your specifications or clearly personalised, such as engraved cutting boards, custom-printed kitchen accessories or gift sets put together with your own names or texts.
CHECKING YOUR PRODUCTS
You are welcome to inspect your products just as you would in a shop, for example to check the size, material, finish, weight and overall condition. Please do not use items for cooking, baking or food preparation, put them in the dishwasher or remove protective films and labels unless you intend to keep them. Keep the original packaging until you are sure you want to keep an item. Products that are unused and in their original condition can be returned without any problem. If items show signs of use beyond what is needed to check them, such as cooking residue, scratches, burn marks or wear from washing, we may deduct an appropriate amount for the loss in value from your refund.
HOW TO RETURN AN ITEM
Contact us at info@zonitavex.com with your order number and the items you would like to return. Pack the products carefully, ideally in their original packaging, so they cannot break, dent or scratch in transit. Please make sure knives and other sharp tools are securely covered. Send your return to: Trian UG (haftungsbeschränkt), doing business as Zonitavex, Gieselerstraße 22, 10713 Berlin, Germany. We recommend using a trackable shipping method and keeping your proof of postage until your refund is complete. Please get in touch before sending your return so we can process it faster.
EXCHANGES
If you would like a different product, size or colour, simply return the original item (if eligible) and place a new order for the one you want. If you are unsure which product is right for your kitchen, our team is happy to help you choose.
DAMAGED, BROKEN, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, broken or faulty, or you received the wrong product, size or colour, contact us at info@zonitavex.com as soon as possible with your order number and, where possible, photos. We will arrange a replacement or a refund and cover the return shipping costs in these cases.
STATUTORY WARRANTY
You are entitled to the statutory warranty rights for defects (gesetzliche Mängelhaftung) under German law. For new goods, the warranty period is two years from delivery, and it is not restricted by this policy or by your right of withdrawal.
REFUND PROCESSING
Once we have received and checked your return, we will confirm your refund by email. Refunds are issued to your original payment method and may take a few additional business days to appear, depending on your bank or payment provider.
CONTACT US
If you have any questions about returns, refunds or exchanges, please email us at info@zonitavex.com or call +49 157 77673670.
MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract.)
To: Trian UG (haftungsbeschränkt), doing business as Zonitavex, Gieselerstraße 22, 10713 Berlin, Germany, Email: info@zonitavex.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
(*) Delete as appropriate.