Refund Policy

1. Overview

At zoralshop.com, we want you to be completely satisfied with your purchase. This Refund Policy describes the conditions and procedures for returns and refunds. EU consumers benefit from the statutory rights provided under Directive 2011/83/EU and Directive 1999/44/EC, which apply in addition to and cannot be excluded by this policy.

2. Right of Withdrawal – 14-Day Return Right (EU Consumers)

If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 calendar days from the day you receive the goods, without giving any reason.

1. Email us at info@zoralshop.com within 14 days of receiving your order, clearly stating your intention to return the product.
2. Return the product within 14 days of your notification, in its original condition and packaging, unused, with all accessories and documentation.
3. Return shipping costs are at your expense unless the product is defective or incorrectly delivered.

3. Defective or Incorrect Products

If you receive a product that is defective, damaged in transit, or not as described, you are entitled to a full replacement or a full refund, with return shipping costs covered by us. Contact us at info@zoralshop.com within 48 hours of receiving the product, attaching photos of the defect or damage.

4. Non-Returnable Items

• Products that have been used, modified, or deliberately damaged.
• Sealed products opened after delivery, where return is not possible for hygiene or health protection reasons.
• Products with missing parts or accessories not caused by a manufacturing defect.
• Products returned after the 14-day withdrawal period without a defect claim.

5. Refused or Undelivered Orders

Refusing a COD delivery or repeated absence results in the parcel being returned to us. Return shipping and handling costs will be deducted from any refund owed. If no payment was made (COD refused at the door), no monetary refund is applicable; however, you may be invoiced for return shipping costs incurred by us.

6. Refund Process

Once we receive and inspect the returned product, we will notify you of the outcome within 5 business days. If approved, refunds are processed within 14 calendar days via bank transfer to an account you provide. Since all orders are paid via COD, we do not refund cash on delivery service charges where services were correctly rendered.

7. Legal Guarantee of Conformity (EU Consumers)

All products sold on zoralshop.com are covered by the statutory 2-year legal guarantee of conformity under EU Directive 1999/44/EC. If a product presents a defect within 2 years of delivery, you may claim repair, replacement, or refund, subject to applicable legal conditions.

8. Dispute Resolution

If you are not satisfied with our response, EU consumers may submit a complaint to the consumer protection authority in their country of residence, or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

9. Contact