Return & Refund Policy

Last Updated: September 16, 2026

At ztae, we aim to provide a clear and transparent shopping experience. This policy explains how returns, refunds, order cancellations, product issues, and related after-sales requests are handled.

This policy applies to purchases made through our website. Nothing in this policy limits or excludes any mandatory consumer rights granted by applicable law. Each request will be reviewed according to the order details and the laws that apply to the purchase.

1. Statutory Right of Withdrawal in the European Union

For consumers in the European Union, the statutory right of withdrawal generally allows you to cancel an eligible distance purchase within 14 calendar days of receiving the goods, without providing a reason, subject to applicable legal exceptions.

For an order containing goods, the withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, physically receive the goods.

If you wish to exercise your statutory right of withdrawal, please contact us within the applicable period:

Customer Support Email:
bokilothiadokilitha@gmail.com

To help us identify your order, please include your order number, the product purchased, and a clear statement that you wish to withdraw from the purchase.

2. Conditions for Returning Products

When exercising a statutory right of withdrawal, consumers may handle and inspect the goods to the extent necessary to establish their nature, characteristics, and functionality.

To help ensure a smooth return process, we recommend that you:

• Use the original packaging where reasonably possible;

• Include the product’s accessories, manuals, and other supplied items;

• Pack the product carefully to reduce the risk of damage during transportation;

• Keep the return tracking number and proof of shipment.

If the value of the goods has decreased because they were handled beyond what is necessary to inspect their nature, characteristics, and functionality, you may be responsible for the resulting loss in value to the extent permitted by applicable law.

Returns that do not fall under a statutory right of withdrawal may be subject to other applicable return conditions.

3. Return Shipping Costs

For returns made under a statutory right of withdrawal, the consumer is generally responsible for the direct cost of returning the goods, unless applicable law provides otherwise or we have agreed to cover those costs.

Return costs may be covered by us where:

• We have expressly agreed to cover the return shipping costs;

• Applicable law requires us to provide return-cost information before purchase and that information was not properly provided;

• Applicable law requires us to bear the relevant costs;

• The return is due to an incorrect product, a defective product, or another reason for which we are legally responsible.

If you believe that a product is defective or that your order is incorrect, please contact us before returning the item so we can provide the appropriate instructions.

4. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incorrect, or materially different from what was agreed, please contact us as soon as possible:

Customer Support Email:
bokilothiadokilitha@gmail.com

To help us assess the issue, please provide, where available:

• Order number;

• Recipient’s name;

• Product name;

• A description of the problem;

• Photos or videos of the product or packaging;

• Your contact information.

After reviewing the information, we will determine the appropriate solution based on the circumstances and applicable law. Depending on the situation, this may include repair, replacement, refund, price reduction, or another legally appropriate remedy.

For consumers in the European Union, statutory conformity rights and other mandatory consumer protections remain unaffected by this policy.

5. Refunds

Once a return, refund, or withdrawal request has been confirmed as eligible, we will process it in accordance with applicable law.

For an eligible statutory withdrawal, the refund generally includes the amount paid for the goods and, where required by law, the applicable standard delivery charge.

Where legally permitted, we may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Refunds will normally be issued using the original payment method, unless another method has been agreed or is required by applicable law.

The time it takes for the refund to appear in your account may depend on your bank, payment provider, or payment channel. We cannot control the processing time of third-party financial institutions.

6. Return and After-Sales Procedure

Step 1: Contact Customer Support

Send an email to:

bokilothiadokilitha@gmail.com

Please include:

• Order number;

• Product name;

• Type of request, such as return, refund, withdrawal, exchange, or product issue;

• A brief explanation of your request.

Step 2: Request Review

We will review your request using the order information and the details you provide.

If the product needs to be returned, we will send you the applicable return address and instructions by email.

Please do not send a product to an address that has not been confirmed by our customer support.

Step 3: Send the Product Back

If a return is required, please package the product carefully to reduce the risk of damage during transportation.

We recommend using a shipping method that provides tracking and keeping the tracking number and proof of shipment until the return process has been completed.

Step 4: Refund or Other Resolution

After receiving the returned product or appropriate proof of return, we will process the request according to the circumstances and applicable law.

Depending on the situation, the resolution may include a refund, replacement, repair, price reduction, or another appropriate remedy.

We will communicate the relevant outcome using the contact information provided with your request.

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible:

bokilothiadokilitha@gmail.com

If the order has not yet entered the shipping process, we will make reasonable efforts to assist with the cancellation based on its current status.

If the order has already been shipped, direct cancellation may no longer be possible. In that case, if you have a statutory right of withdrawal, you may request a return or refund after receiving the goods in accordance with this policy and applicable law.

Because orders may be processed or shipped quickly, we recommend contacting us promptly after deciding to cancel.

8. Cash on Delivery

If Cash on Delivery is available for your location and order, its availability will be determined by the payment options displayed at checkout.

For eligible Cash on Delivery orders, payment is generally made to the delivery person when the goods are delivered, in accordance with the order confirmation.

To help avoid delivery problems, please ensure that the following information is accurate:

• Delivery address;

• Recipient’s name;

• Telephone number.

If a Cash on Delivery order qualifies for a refund under this policy or applicable law, we will contact you to confirm the appropriate refund arrangement and process it accordingly.

9. Products and Transactions Excluded from the Statutory Right of Withdrawal

The statutory right of withdrawal does not apply to every product or transaction.

Depending on applicable law, exceptions may include:

• Products made or customized according to the consumer’s specifications;

• Certain sealed products that are unsuitable for return for health or hygiene reasons after being unsealed;

• Other goods or services for which the right of withdrawal is legally excluded.

Where a product is not subject to a statutory right of withdrawal, we will provide the relevant information to consumers to the extent required by law.

Nothing in this policy is intended to exclude, restrict, or reduce any mandatory consumer rights.

10. Important Return Notes

To help us handle your request efficiently, please remember to:

• Contact customer support before returning a product whenever possible;

• Keep your return tracking number and proof of shipment;

• Provide accurate order information;

• Package returned products appropriately;

• Avoid unnecessarily removing or altering product identification information;

• Provide clear photos or videos when reporting damage, defects, or an incorrect order;

• Understand that mandatory consumer rights remain unaffected by this policy.

11. Contact Us

If you have questions about returns, refunds, exchanges, order cancellations, product quality, or other after-sales matters, please contact:

ztae
J.E.R.INVEST ApS
CVR Number: 71377911
Registered Address: C/O Jørgen Rosbøg, Gjelstensåsen 4, 3650 Ølstykke, Denmark
Customer Support Email: bokilothiadokilitha@gmail.com

Please include your order number and a detailed description of your question so we can identify your order and assist you more efficiently.

We will review your request and respond as soon as reasonably possible.