Refund policy

Warranty

The statutory warranty applies to all items you buy from us. This means that a product must be or do what a consumer can reasonably expect. Some products also have a manufacturer's warranty. This does not affect your statutory rights. See our General Terms and Conditions.

Right of withdrawal

You have the right to withdraw from the contract within 14 days without giving a reason. The withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, physically receives the goods.

To exercise your right, inform us of your decision by an unequivocal statement, by post or email. You may use the model withdrawal form below, but this is not compulsory. It is sufficient to send your notice before the withdrawal period expires.

Effects of withdrawal

If you withdraw from the contract, we reimburse all payments received from you, including delivery costs, except additional costs resulting from your choice of a delivery method other than the least expensive standard delivery we offer. We reimburse you without undue delay and no later than 14 days after being informed of your decision to withdraw. If you return only part of an order, the delivery costs are not refunded.

We use the same payment method as for the original transaction unless you expressly agree otherwise. You incur no fees for the reimbursement. We may withhold reimbursement until we receive the goods or you provide evidence of having sent them back, whichever occurs first.

Send back or hand over the goods without undue delay and no later than 14 days after the day on which you informed us of withdrawal. You meet the deadline if you send the goods before that period expires. You bear the direct cost of returning the goods.

Return address:
Zen.nl webshop
Spoorlaan 346
5038 CC Tilburg
The Netherlands

You are only liable for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Returning an item

Email shop@zen.nl and tell us which product you wish to return. We email you a return label. You can print it and attach it to the parcel, or have the digital barcode on your smartphone scanned at a PostNL point, where PostNL prints and attaches the label free of charge.

You bear the direct return-shipping costs. If you use our return label, those costs are deducted from your refund. The return-shipping costs equal the shipping costs you paid at checkout.

Complaints or disputes

Send a complaint about our products or service to shop@zen.nl. We respond within 14 days of receipt. If more time is needed, we acknowledge receipt within that period and indicate when you can expect a substantive response. If you are not satisfied with the handling of your complaint, you may submit it to the Thuiswinkel Disputes Committee, Postbus 90600, 2509 LP The Hague, the Netherlands (www.sgc.nl).

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: Zen.nl webshop, Spoorlaan 346, 5038 CC Tilburg, the Netherlands; shop@zen.nl

I/We* hereby give notice that I/We* withdraw from my/our* contract for the sale of the following goods / supply of the following digital content / provision of the following service*: [description]

Ordered on*/received on*: [date]
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:

*Delete as appropriate. You may also send another unequivocal statement to shop@zen.nl or to the postal address above.