Return, Refund & Exchange Policy

At ztae, we are committed to providing a transparent and reliable shopping experience. We understand that a purchase may not always meet your expectations, and we aim to help customers resolve return, refund, exchange, and order-related concerns through a clear and fair process.

This policy explains how return requests are submitted, the conditions applicable to returned merchandise, who pays return shipping costs, and how eligible refunds are handled.

Nothing in this policy restricts the mandatory consumer rights available under applicable legislation.

1. Return Eligibility and Withdrawal Period

Customers located in the European Union generally have a statutory right to withdraw from an eligible online purchase within 14 calendar days of receiving their goods, without providing a reason.

For orders containing multiple items delivered separately, the withdrawal period generally begins when the last item is received by the customer or a designated third party other than the carrier.

To exercise your right of withdrawal, you must send us a clear statement of your decision before the applicable 14-day period expires.

Customer Support Email: bokilothiadokilitha@gmail.com

Please include your order number, the relevant product details, and your request for withdrawal or return.

After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 calendar days from the date you communicated your decision, unless a different arrangement is agreed upon.

Statutory exceptions may apply to certain product categories.

2. Condition of Returned Merchandise

Customers are entitled to inspect and examine purchased goods to the extent necessary to establish their nature, characteristics, and functionality.

When preparing an item for return, we recommend:

• Including all accessories, manuals, and components originally supplied.

• Using the original packaging where reasonably possible.

• Packaging the product securely to prevent damage in transit.

• Keeping a copy of the shipping receipt and tracking information.

Original packaging is recommended but is not an absolute condition for exercising a statutory right of withdrawal.

If an item has been handled beyond what is necessary for a reasonable inspection and that handling reduces its value, the customer may be responsible for the resulting reduction in value, as permitted by applicable law.

These provisions do not limit your rights concerning faulty or non-conforming goods.

3. Return Shipping Charges

Responsibility for return shipping depends on the reason for the return and applicable consumer protection requirements.

Change-of-mind or non-defective returns

For returns made under the statutory right of withdrawal, customers are generally responsible for the direct cost of sending goods back, provided this responsibility was disclosed before purchase and applicable law does not require otherwise.

The amount payable will depend on the selected shipping provider, parcel dimensions, weight, and destination.

Customers should arrange return transportation using an appropriate shipping service unless we provide alternative instructions.

Defective, damaged, or incorrect merchandise

Where an item is defective, does not conform to the purchase contract, or has been incorrectly supplied, we will address the issue in accordance with applicable law.

Where a return is necessary to provide a statutory remedy, customers will not be required to bear return transportation costs that the seller is legally responsible for.

We will explain the applicable arrangements when reviewing the request.

We will not impose undisclosed return-handling charges or deductions inconsistent with mandatory consumer protection law.

4. Damaged, Faulty, or Incorrect Orders

If your order arrives with damage, contains an incorrect item, has missing components, or otherwise does not match the agreed description, please contact our customer support team.

You may send the following details to assist with the assessment:

• Your order reference number.

• The name used when placing the order.

• The product name or description.

• An explanation of the problem.

• Relevant photographs or videos, where reasonably available.

Email: bokilothiadokilitha@gmail.com

We will review the circumstances and explain the available resolution.

Depending on the nature of the issue and applicable legal requirements, appropriate remedies may include repair, replacement, a price reduction, reimbursement, or another legally available solution.

Requests involving statutory rights relating to defective goods will not be rejected solely because the ordinary change-of-mind return period has expired.

5. Refund Amounts and Processing Time

For a valid exercise of the statutory right of withdrawal, we will reimburse the payments received for the relevant purchase, including applicable standard outbound delivery charges where required by law.

Any supplementary delivery costs resulting from a customer's choice of a more expensive delivery option than the least expensive standard delivery offered are not necessarily refundable.

Refund deadline

Where the statutory right of withdrawal applies, reimbursement will be made without undue delay and no later than 14 calendar days after we have been informed of the customer's decision to withdraw.

For transactions involving the return of physical goods, we may withhold reimbursement until we have received the goods or the customer provides evidence of having sent them back, whichever occurs first, where permitted by law.

Refund method

Refunds will normally be issued using the same payment method used for the original transaction, unless the customer expressly agrees to an alternative arrangement that does not result in additional fees.

Once reimbursement has been initiated, the time taken for the funds to appear in the customer's account may vary depending on the payment provider or financial institution.

Any lawful deductions for diminished value will be assessed according to the circumstances and applicable legislation.

6. How to Request a Return or Refund

We use an email-based return request process to help customers receive the correct instructions for their orders.

Step 1 — Submit your request

Send an email to bokilothiadokilitha@gmail.com with your order number and the details of the item you wish to return.

For statutory withdrawal requests, your email should clearly communicate your decision to withdraw from the purchase.

Step 2 — Receive return instructions

Our customer support team will review the request and provide the applicable return procedure and shipping destination where a physical return is necessary.

Please use the return destination communicated for your order rather than assuming that the company's registered business address is a return facility.

Contacting support helps ensure that your parcel is directed correctly. However, receiving an approval email is not a prerequisite for exercising a valid statutory withdrawal right.

Step 3 — Send your parcel

Package the merchandise carefully and dispatch it within the applicable return period.

We recommend using a traceable delivery service and retaining proof of dispatch.

Step 4 — Refund or other remedy

After the relevant information and, where applicable, returned merchandise have been received, we will complete any necessary assessment.

Refunds and other remedies will be handled according to the applicable legal requirements and the circumstances of the request.

Customers will be informed by email when a resolution has been arranged.

7. Exchanges and Replacements

If you received an incorrect or defective product, please contact us so that an appropriate remedy can be determined.

Where a replacement is required under applicable consumer protection legislation, we will make the necessary arrangements in accordance with those obligations.

For preference-based exchanges, such as requesting another product variation without a defect, please contact us to discuss the available options.

Any voluntary exchange is subject to the relevant product's availability and the terms communicated to the customer.

Exchanges do not replace or reduce any statutory right to withdraw from an eligible distance purchase.

8. Cancelling an Order

If you wish to cancel a purchase after submitting an order, contact us as soon as possible.

Cancellation Contact: bokilothiadokilitha@gmail.com

Please provide your order number and state that you would like to cancel the order.

If the order has not yet been dispatched, we will review whether shipment can be stopped and the order cancelled.

If the parcel has already entered the delivery process, immediate cancellation of shipment may not be possible.

Where a statutory right of withdrawal applies, the customer may still exercise that right in accordance with the relevant legal provisions.

Refunds resulting from an eligible cancellation or withdrawal will be handled in accordance with applicable law.

9. Cash on Delivery Orders

Cash on Delivery (COD) arrangements apply only where this payment method is actually offered during checkout.

If COD is available for your order, payment will be collected in accordance with the amount and terms displayed during checkout.

Customers are responsible for providing accurate recipient information and delivery details.

If a qualifying COD purchase requires reimbursement, our support team will communicate an appropriate refund method that complies with applicable law.

The availability of COD does not change any statutory consumer rights.

10. Products Excluded from Statutory Withdrawal

Certain purchases may be excluded from the ordinary statutory right of withdrawal where an applicable legal exception exists.

Depending on the circumstances, examples may include:

• Products made specifically to the customer's individual specifications or clearly personalized.

• Sealed goods that are unsuitable for return for health protection or hygiene reasons, where the relevant legal conditions for the exception are satisfied.

• Other goods or transactions expressly excluded by applicable consumer legislation.

An exception applies only where the legal requirements are met.

Any relevant withdrawal restrictions will be communicated to customers before purchase as required by law.

Statutory rights relating to defective or non-conforming products remain unaffected.

11. Important Information for Customers

To help avoid unnecessary delays when requesting assistance, we recommend keeping your order confirmation and any relevant delivery documentation.

When returning merchandise, customers should take reasonable steps to ensure that the parcel is appropriately packaged and sent to the correct return destination.

A tracking number is recommended as evidence of dispatch.

Please do not send merchandise to an unconfirmed business or mailing address, as that may delay the return process.

Our customer support team can provide clarification on the applicable return method and instructions.

Any situation not specifically addressed by this policy will be handled consistently with applicable consumer protection legislation.

12. Customer Service and Business Information

If you have questions about an order, product return, refund, exchange, cancellation, or after-sales concern, you can contact us using the following information.

Brand: ztae

Customer Support Email: bokilothiadokilitha@gmail.com

Registered Company: J.E.R.INVEST ApS

Company Registration Number (CVR): 71377911

Registered Business Address:

C/O Jørgen Rosbøg
Gjelstensåsen 4
3650 Ølstykke
Denmark

Country: Denmark

Please note that the registered business address should not be treated as a product return address unless expressly confirmed for that purpose.

For return-related correspondence, please use the customer support email provided above.

We aim to review customer inquiries as promptly as reasonably possible and provide clear information about the next steps.

Thank you for shopping with ztae. We appreciate your trust and remain committed to transparent customer service and fair after-sales practices.