Política de reembolso

Refund and Return Policy

OVERVIEW

At ZWalle, your satisfaction is our priority. This policy explains your rights and our procedures regarding refunds, returns, and cancellations. As a company operating within the European Union, we comply fully with EU consumer protection law, including Directive 2011/83/EU and the applicable legal guarantee provisions.

1. RIGHT OF WITHDRAWAL (14-DAY RETURN RIGHT)

Under EU law, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise this right:

  • Contact us at supportzwalle@gmail.com within 14 days of receiving your order
  • Include your order number and a clear statement of your decision to withdraw
  • We may ask you to return the product, in which case we will provide instructions

You may open and inspect the product as you would in a physical store. However, if the product has been used beyond what is necessary to assess its nature and functioning, we may deduct an amount reflecting any diminished value.

We will process your refund within 14 days of being informed of your decision, using the same payment method as the original purchase. We may withhold the refund until we have received the returned product or proof of return, whichever comes first.

Return shipping costs in the case of withdrawal (non-defective products) are borne by the customer, unless we indicate otherwise.

2. LEGAL GUARANTEE (2-YEAR WARRANTY)

In accordance with EU law, all products sold by ZWalle are covered by a 2-year legal guarantee from the date of delivery. During this period, you are entitled to a remedy if the product is defective, damaged, or does not conform to the description at the time of purchase.

In such cases, you are entitled to:

  • Repair or replacement of the product (free of charge)
  • A partial or full refund if repair or replacement is not possible

To make a claim under the legal guarantee, contact us at supportzwalle@gmail.com with your order number, a description of the issue, and photos where applicable.

3. REFUND CONDITIONS

Outside of the right of withdrawal, we also accept refund requests in the following situations:

  • Defective or damaged product: Manufacturing defect or damage during transportation
  • Wrong product received: Product differs from what was ordered
  • Product not received: Order not delivered within 60 days of shipping confirmation
  • Product not as described: Product does not match the description on the website

4. CLAIM PROCESS

To request a refund or return:

  1. Contact us at supportzwalle@gmail.com
  2. Include the following:
    • Order number
    • Description of the problem
    • Photos of the product (if applicable)
    • Any other relevant information

Our team will review your request and respond within 2 to 5 business days. If approved, we will process your refund within 14 days, using the same payment method as the original purchase. Processing times may vary depending on your bank or financial institution.

5. PHYSICAL RETURNS

Due to the nature of our products and international shipping logistics, we do not always require the physical return of the product, particularly for low-value or clearly defective items.

In specific cases, we may request the return of the product. In such cases, we will provide detailed instructions and, where applicable, cover the return shipping costs.

6. NON-REFUNDABLE PRODUCTS

The following products are not eligible for refunds under the right of withdrawal (Section 1), unless they are defective or damaged:

  • Customized or personalized products
  • Sealed products for health or hygiene reasons that have been opened after delivery
  • Digital content provided on a non-tangible medium where supply has begun with your prior consent

Please note that these exceptions do not affect your rights under the 2-year legal guarantee (Section 2).

7. ORDERS NOT RECEIVED

If your order has not been delivered within 60 days of shipping confirmation, please contact us at supportzwalle@gmail.com. We will investigate and, if the order is confirmed lost, offer either a free reshipment or a full refund.

8. ORDER CANCELLATIONS

You may cancel your order free of charge if it has not yet been processed and shipped (typically within 24–48 hours of purchase). After shipping, the right of withdrawal (Section 1) applies.

To cancel, contact us immediately at supportzwalle@gmail.com with your order number.

9. CONTACT

For any questions regarding refunds or returns, please contact us at:

ZWalle 📧 supportzwalle@gmail.com

We aim to respond within 2 to 5 business days.