Return conditions
How does the return procedure work?
How does this work?
- Send an email to Info@zooo.store with the order number + the items you want to return
- You will receive a return form from us by e-mail
- Fill in the return form as completely as possible and add it to the package you want to return
- Put the product in a box and write the freepost number clearly on the box.
- Drop off the package at a PostNL point
- Get a shipping receipt and keep it safe.
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How long does it take for my return to be processed?
We will refund the entire purchase amount (including any shipping and payment costs*) as soon as possible, but no later than 14 days after receipt of the cancellation notice. However, we may wait with reimbursement until we have received the products, or until you have demonstrated that you have sent them.
*Note: We charge €3.50 shipping costs in the following situations:
- not collecting your package at a collection location
- passing on an incorrect address
- refusing your order at the door
When will I receive my money?
Once we have processed your return, it can take up to five working days before you receive the refund amount on your account or before your invoice has been adjusted in AfterPay or Klarna.
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You have the right to return within 14 days of receipt without prior notice or to contact our customer service within 14 days of receipt of the withdrawal. You then have another 14 days to return your package.
You cannot return the following items:
- Products that have passed their best before date
- Products that, if reasonably possible, have not already been opened or where the seal has been broken. However, this does not apply when it comes to health protection or hygiene where the seal is broken after delivery.
- The product has become defective outside the manufacturer's warranty period
Do you want to return your product(s) and does it meet the conditions? Then request a return form from the Contact.
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Do I have to pay return costs?
No, when you return an item or your entire order to us, no return costs will be charged.
Please note : if you do not pick up your order at the pick-up location, enter an incorrect address or if you are not at home for same day delivery or evening delivery, return costs of €3.50 will be charged. This will be deducted from the purchase amount including any shipping costs or settled in your AfterPay or Klarna invoice.
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No, unfortunately this is not possible.
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The legal guarantee applies to all items that you buy from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. Some products also come with a manufacturer's warranty. This warranty does not affect the legal warranty.
Return
You have the right to withdraw from the agreement within a period of 14 days without giving reasons. The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, acquires physical possession of the good. To exercise the right of withdrawal, you must inform us by an unequivocal statement (for example, in writing, by post, fax or e-mail) that you are withdrawing from the contract. We will send you our return form to complete, or you can use the European model withdrawal form, but you are not obliged to do so. To comply with the withdrawal period, it is sufficient for you to send the communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of the withdrawal
If you revoke the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) immediately and in any event no later than 14 days after we have been informed of your decision to withdraw from the contract. If you only return part of your order, the costs for delivery will not be refunded.
We will pay you back using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise; in any event, no fees will be charged for such reimbursement. We may withhold reimbursement until we have received the goods back. You must return or hand over the goods to us without delay, but in any case no later than 14 days after the day on which you communicated your decision to withdraw from the contract. You are on time if you return the goods before the period of 14 days has expired. The direct costs of returning the goods are for your own account.
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By products:
The consumer can dissolve an agreement regarding the purchase of a product during a cooling-off period of 14 days without giving reasons. The entrepreneur may ask the consumer about the reason for the withdrawal, but not oblige him to state his reason(s).
The cooling-off period referred to in paragraph 1 commences on the day after the consumer, or a third party designated in advance by the consumer, who is not the carrier, has received the product, or:
- if the consumer has ordered several products in the same order: the day on which the consumer, or a third party designated by him, has received the last product. The entrepreneur may, provided he has clearly informed the consumer about this prior to the ordering process, refuse an order for several products with different delivery times.
- if the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by him, has received the last shipment or the last part;
- in the case of agreements for regular delivery of products during a certain period: the day on which the consumer, or a third party designated by him, has received the first product
For services and digital content that is not supplied on a material carrier:
The consumer can dissolve a service agreement and an agreement for the delivery of digital content that has not been delivered on a tangible medium during 14 days without giving reasons. The entrepreneur may ask the consumer about the reason for the withdrawal, but not oblige him to state his reason(s).
The cooling-off period referred to in paragraph 3 commences on the day following the conclusion of the agreement.
Extended cooling-off period for products, services and digital content that is not supplied on a material carrier at no
inform about right of withdrawal:
If the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal or the model form for withdrawal, the cooling-off period will expire twelve months after the end of the original cooling-off period, determined in accordance with the previous paragraphs of this article.
If the entrepreneur has provided the consumer with the information referred to in the previous paragraph within twelve months after the commencement date of the original cooling-off period, the cooling-off period will expire 14 days after the day on which the consumer received that information.
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I have returned my order, when will I get my money back?
We will refund the entire purchase amount (including any shipping and payment costs*) as soon as possible, but no later than 14 days after receipt of the cancellation notice. However, we may wait with reimbursement until we have received the products, or until you have demonstrated that you have sent them.
*Note: In the following situations we charge €3.50 shipping costs.
- not collecting your package at a collection location
- passing on an incorrect address
- refusing your order at the door
When will I receive my money?
Once we have processed your return, it can take up to five working days before you receive the refund amount on your account or before your invoice has been adjusted in AfterPay or Klarna.
We work together with Mollie. The refund you will receive on your account will be under Mollie's name.
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Does my payment obligation expire if I return my order?
By making use of the right of withdrawal, your payment obligation with AfterPay or Klarna does not expire. You must pay within the specified period.
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European model withdrawal form
You can return an item within 14 days, please contact our customer service for the return procedure.
Model withdrawal form
(only fill in and return this form if you want to cancel the contract)
At:
[name of entrepreneur]
[geographical address entrepreneur]
[fax number entrepreneur, if available]
[email address or electronic address of entrepreneur]
I/We* share(s)* hereby informing you that I/we* concerning our agreement
the sale of the following products: [description of product]*
the delivery of the following digital content: [digital content designation]*
the provision of the following service: [designation of service]*,
revoke/revoke*
Ordered on*/received on* [date of order for services or receipt for products]
[Name of consumer(s)]
[Address consumer(s)]
[Signature consumer(s)] (only if this form is submitted on paper)
[Date]
* Strike out what is not applicable or fill in what is applicable.
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