Return and Refund
At Zaydeno, your satisfaction is our top priority. We offer a simple, clear return policy that complies with current European regulations, particularly regarding the right of withdrawal.
ARTICLE 1 – RIGHT OF WITHDRAWAL
You have a legal period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to provide a reason or pay any penalties, except for the return costs mentioned below.
To exercise this right, simply notify us of your decision before the deadline expires by contacting our customer service at the following address: support@zaydeno.com
You can use the standard withdrawal form available on our website or write an explicit written statement.
This notification triggers the opening of the return procedure, detailed below.
ARTICLE 2 – RETURN CONDITIONS
For your request to be considered, returned products must meet the following conditions:
Be in new, unused, undamaged, unwashed, unworn condition.
Be returned in their original packaging, complete with all labels, instructions, accessories and any gifts offered.
The product must not show any signs of wear or alteration.
Certain products are excluded from the right of withdrawal:
Personalized or tailor-made products,
Perishable or consumable products,
Products whose packaging seal has been opened for hygiene or protection reasons,
Downloaded software or digital content.
ARTICLE 3 – RETURN PROCEDURE
1. Prior request: The customer must contact our customer service within 14 days of receiving their order to indicate their intention to return. Any request made after this period will not be considered.
2. Authorization: No returns will be accepted without prior authorization. After validation, we will send you a written return authorization and the address to which to return the package.
3. Eligibility conditions:
a. The product must be new, unused, unwashed and in its original packaging, with all its tags and accessories.
b. Personalized, food, hygiene or promotional products are not eligible for return.
c. Any item not meeting these conditions may be refused.
4. Packaging: The customer must carefully package the product to ensure its protection during transport.
5. Shipping: The return must be shipped within a maximum of 14 days after notification of return, via a carrier with tracking and insurance.
6. Proof of shipment: The customer must keep proof of shipment (tracking slip). In the event of loss or damage during transport, and in the absence of proof of shipment, we cannot be held responsible.
7. Return shipping costs: Return shipping costs are the responsibility of the customer, unless the delivered product is defective or does not conform to the order. In this case, the costs will be refunded.
8. Control and validation: Upon receipt, our teams will check the condition and conformity of the returned product.
a. If the conditions are met, the customer can choose between an exchange, a credit note (voucher) or a refund.
b. If the conditions are not met (e.g., product used, incomplete, missing packaging), the return may be refused. The customer may then recover their product at their own expense.
Shipping costs are the responsibility of the customer, except in the case of non-compliant or defective products.
ARTICLE 4 – RECEIPT AND CONTROL OF THE RETURN
Upon receipt of your package, our team carries out quality control:
Verification of the condition, completeness and conformity of returned products.
If the conditions are not met, the return will be refused and the package may be reshipped at your expense.
ARTICLE 5 – REIMBURSEMENT
If your return is accepted, we will refund the full amount paid, including the initial delivery costs, within 14 calendar days of receipt and validation of the products.
The refund will be made via the same payment method used for the purchase.
In the event of depreciation of the product due to use not in accordance with its simple verification, a proportional deduction may be applied in accordance with the law.
ARTICLE 6 – DEFECTIVE OR NON-CONFORMING PRODUCTS
If you notice a defect or non-conformity upon delivery, you must inform us within 48 hours of receipt, providing photos and a precise description.
We will then organize a return or exchange at no cost to you.
If the problem is proven, the product will be exchanged or fully refunded.
ARTICLE 7 – PARCELS NOT RECEIVED, DAMAGED OR NOT COLLECTED
For any delivery-related issues, including lost or damaged packages, please contact our customer service team immediately.
For deliveries to a relay point, the package must be collected within a time period specified by the carrier (generally between 5 and 8 days).
After this period, the package is returned to the seller and return costs may be charged.
ARTICLE 8 – ADDRESS ERROR OR EXCESSIVE DELIVERY TIME
The customer is responsible for providing correct information.
In the event of an error resulting in non-delivery, the cost of reshipping is the responsibility of the customer.
ARTICLE 9 – ABUSE OF THE RIGHT OF WITHDRAWAL
Any clearly abusive return or withdrawal request (multiple returns without reason, intentionally damaged product, etc.) may result in a refusal of support.
The store reserves the right to apply appropriate measures to prevent abuse.
ARTICLE 10 – CONTACT
For any return related inquiries, please contact our customer service: support@zaydeno.com
Our team is at your disposal to assist you.