Refund policy
RETURN POLICY - ZANCLEA
Effective Date: 03-06-2026
This Return Policy explains how returns, withdrawal requests, refunds, defective Product claims, damaged Product claims, incorrect Product claims, and non-conforming Product issues are handled for Products purchased through the Zanclea website or e-commerce platform.
For the purposes of this Return Policy, “Zanclea,” “Company,” “we,” “us,” or “our” refers to Zanclea, the brand and e-commerce platform operated by Zanclea BV, and “you” or “your” refers to any customer or person who places an Order, receives a Product, requests a Return, requests a Refund, or contacts Zanclea in connection with a purchase.
This Return Policy should be read together with Zanclea’s Terms and Conditions, Shipping Policy, Privacy Policies, Cookie Policy, and any checkout, delivery, return, refund, or customer support notice made available on the website or e-commerce platform.
1. RIGHT OF WITHDRAWAL
1.1. If you are a consumer purchasing Products online, you may have a legal right to withdraw from your purchase within fourteen (14) days from the date on which you, or a person designated by you other than the carrier, receive the Product, subject to the exclusions and conditions set out under applicable law and Zanclea’s Terms and Conditions.
1.2. To exercise your right of withdrawal, you must notify Zanclea within the
applicable withdrawal period by submitting a return request through the online
return process below, or by contacting Zanclea at support@zanclea.com if you
are unable to use the online return process:
- Log in to your personal account at https://account.zanclea.com
- In the "Email" field, enter your email address and click "Continue".
- Open the email we sent you and copy the six-digit verification code you find inside.
- Go back to the login page and enter the six-digit verification code.
- Next to the order you want to return, click "Request return".
- If the order contains multiple items, select the ones you wish to return.
- Select the reason for the return and, if you like, add a note for the store.
- Click "Request return".
2. RETURNING PRODUCTS AFTER WITHDRAWAL
2.1. After notifying Zanclea of your withdrawal, you must return the Product without undue delay and, in any event, no later than fourteen (14) days from the date on which you informed Zanclea of your decision to withdraw, unless a longer period is provided by Zanclea or required by applicable law.
2.2. Products returned under the withdrawal process should be returned unused, unworn, undamaged, clean, complete, and in their original condition, with all tags, labels, packaging, dust bags, accessories, protective materials, and any included items, where applicable.
2.3. You may inspect the Product in the same way you would normally inspect it in a physical store, but you must not use it beyond what is necessary to establish its nature, characteristics, and functioning.
2.4. Zanclea may reduce the Refund where the Product has lost value because of handling beyond what is necessary to inspect it, including where the Product has been used, worn, damaged, altered, stained, marked, or returned incomplete.
3. CHANGE-OF-MIND RETURN SHIPPING
3.1. For change-of-mind returns, withdrawal returns, preference-based returns, or other non-defective returns, you are responsible for the direct cost of returning the Product where this was disclosed before purchase, unless Zanclea agrees otherwise or applicable law requires otherwise.
3.2. This means that if you return a Product because you changed your mind, no longer want the Product, selected the wrong colour or style, or for any other non-defective reason, you must pay the return shipping cost, provided this has been disclosed to you as required by applicable law.
3.3. You should not return Products without following Zanclea’s return instructions. Returns sent without prior notice, without sufficient Order details, or to an incorrect address may be delayed or may not be capable of being processed.
4. DEFECTIVE, DAMAGED, INCORRECT OR NON-CONFORMING PRODUCTS
4.1. In addition to any right of withdrawal, you may have mandatory legal guarantee rights where a Product is defective, damaged, incorrect, incomplete, or does not conform to the contract.
4.2. If the Product delivered to you is defective, damaged, incorrect, incomplete, or otherwise not in conformity with the Order, you should contact Zanclea at support@zanclea.com without undue delay and, where possible, within fourteen (14) days from the date of delivery.
4.3. This notification period helps Zanclea review the issue and coordinate with
fulfilment, warehouse, postal, courier, or delivery service providers, but it does
not limit any mandatory legal guarantee rights or other statutory rights
available to you under applicable law.
4.4. You should provide your Order number, delivery address, photographs of the Product and packaging, a description of the issue, and any other information reasonably required to assess the claim.
4.5. Where a Product is verified as defective, damaged, incorrect, incomplete, or non-conforming, Zanclea will provide an appropriate remedy in accordance with the Terms and Conditions and applicable law. This may include repair, replacement, redelivery, refund, partial refund, return instructions, or another remedy required by applicable law.
4.6. For verified defective, damaged, incorrect, incomplete, or non-conforming Products, Zanclea will bear reasonable return shipping costs, provided that you follow the return instructions provided by Zanclea.
5. REFUNDS
5.1. Refunds for returned Products, cancelled Orders, defective Products, damaged Products, incorrect Products, non-conforming Products, failed deliveries, or lost parcels will be handled in accordance with Zanclea’s Terms and Conditions, Shipping Policy, this Return Policy, and applicable law.
5.2. Where you exercise a valid right of withdrawal, Zanclea will refund the Product price and the standard outbound delivery cost paid for the original delivery, where required by applicable law.
5.3. If you selected a delivery option that was more expensive than the least expensive standard delivery option offered by Zanclea, Zanclea is not required to refund the additional delivery cost unless required by applicable law.
5.4. Refunds required following withdrawal will be processed without undue delay and, in any event, within fourteen (14) days after Zanclea is informed of your decision to withdraw, subject to Zanclea’s right to withhold reimbursement until it has received the returned Product or until you have supplied evidence of having returned the Product, whichever occurs first, where permitted by applicable law.
5.5. Approved Refunds will generally be issued using the original payment method, unless otherwise required by applicable law or expressly agreed. Bank, card issuer, payment provider, or other payment processing times may vary.
6. RETURNS PROCESS
6.1. To request a Return or Refund, please follow the instructions:
- Log in to your personal account at https://account.zanclea.com
- In the "Email" field, enter your email address and click "Continue".
- Open the email we sent you and copy the six-digit verification code you find inside.
- Go back to the login page and enter the six-digit verification code.
- Next to the order you want to return, click "Request return".
- If the order contains multiple items, select the ones you wish to return.
- Select the reason for the return and, if you like, add a note for the store.
- Click "Request return".
6.2. If you are unable to access the online return process, you may contact Zanclea at support@zanclea.com with your Order details and return request.
6.3. Zanclea may review the information provided, request additional evidence where necessary, and provide return instructions where a Return is accepted or required.
6.4. Products should be returned only in accordance with Zanclea’s return instructions. This helps ensure that the Return can be identified, assessed, and processed efficiently.
7. REFUSAL OR LIMITATION OF RETURNS
7.1. Zanclea may refuse or limit returns where it reasonably believes there has been fraud, misuse of the returns process, repeated excessive returns, damage caused by the customer, unauthorised resale activity, or breach of the Terms and Conditions, subject always to mandatory consumer rights under applicable law.
7.2. Nothing in this Return Policy limits any mandatory consumer rights, withdrawal rights, legal guarantee rights, refund rights, repair rights, replacement rights, complaint rights, or statutory remedies available to you under applicable law.
8. RELATIONSHIP WITH OTHER POLICIES
8.1. This Return Policy should be read together with Zanclea’s Terms and Conditions, Shipping Policy, Privacy Policies, Cookie Policy, and any checkout, delivery, return, refund, or customer support notice made available on the website or e-commerce platform.
8.2. The detailed terms relating to returns, refunds, withdrawal rights, delivery,
defective Products, damaged Products, incorrect Products, non-conforming
Products, customer support, and related remedies are set out in Zanclea’s
Terms and Conditions and Shipping Policy.
8.3. If there is any inconsistency between this Return Policy and any mandatory consumer protection law, the mandatory consumer protection law will prevail to the extent required by applicable law.