Widerrufsrecht

1. Right of Withdrawal for EU Customers

Consumers within the European Union have the right to cancel their purchase within 14 days without providing any reason. The withdrawal period begins on the day the customer receives the goods.

To exercise this right, the customer must send us a clear declaration (e.g., by email) within the withdrawal period. A sample withdrawal form is provided at the end of this policy.

Refunds: The purchase price and the cost of standard delivery (if paid) will be refunded. Refunds must be made without undue delay and no later than 14 days from the day we are informed of the withdrawal. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.

2. Return Policy for Non-EU Customers

For customers outside the European Union, we offer a voluntary return policy of 14 days from the date of receipt. The conditions are:

• The product must be unused, in its original packaging, and in resellable condition.
• The customer bears the cost of return shipping, as well as any applicable customs or import fees.
• The purchase price will be refunded, but not the original shipping costs.

To exercise this right, the customer must send us a clear declaration (e.g., by email) within the withdrawal period. A sample withdrawal form is provided at the end of this policy.

📌 Note: In some countries, customs regulations may result in longer return processing times or additional fees, which must be covered by the customer.

3. Return Costs & Refund

• The customer bears the cost of return shipping.
• For EU customers, the purchase price and the cost of standard delivery will be refunded within 14 days after we have received the returned goods or the customer has provided proof of return shipment, whichever is earlier.
• For non-EU customers, only the purchase price will be refunded, but not the original shipping costs, within 14 days after we have received the returned goods.
• Express shipping is not offered; all shipments are made via standard delivery.
  

📌 Important Notice:
If the customer does not use insured shipping and the return shipment is lost or damaged, no refund can be provided. We recommend using tracking services and keeping the shipping receipt.

Failed Delivery / Re-shipment
If delivery cannot be completed due to reasons attributable to the customer (including but not limited to absence at the delivery address, incorrect or incomplete address details, or failure to collect the parcel from the carrier or pickup point within the specified timeframe), the shipment may be returned to us by the carrier.

Any additional costs arising from re-delivery, return shipping, storage, or handling fees charged by the carrier or freight forwarder shall be borne by the customer. Re-shipment will only be arranged after these costs have been paid.

4. Deductions for Used or Damaged Items

If the returned product has been used beyond basic inspection or is damaged, we reserve the right to deduct compensation for diminished value. This applies especially to:

• Worn or washed clothing
• Missing or damaged original packaging
• Signs of use or damaged items

The deduction will be determined based on the condition of the returned product and will be communicated before the refund is issued.

5. Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to:

• Personalized products (e.g., engraved items, custom-made products)
• Hygiene products (e.g., cosmetics if opened)
• Digital products (e.g., e-books once the download has begun)

6. Return Process

1. Send us an email to orders@essence-of-zen.com with your order number and request to withdraw from the purchase or return the item.
2. We will confirm the return and provide the return shipping address.
3. After you have received the shipping address from us, please send the product back securely packaged. Return shipping costs are borne by the customer.
4. Once we receive the item, we will inspect it and issue a refund within 14 days to the original payment method.

7. Uncollected / Abandoned Parcels

If a parcel is delivered to a pickup point or carrier facility and is not collected by the customer within the specified holding period, the shipment may be returned, stored beyond the holding period, disposed of, or destroyed by the carrier in accordance with the carrier’s policies.

In such cases, the order shall be considered fulfilled upon handover of the goods to the shipping carrier and successful dispatch. Failure to collect the parcel within the designated timeframe is deemed to be the responsibility of the customer and does not constitute non-delivery.

Accordingly, no refund or replacement will be issued for parcels that are not collected and are subsequently returned, stored, destroyed, or disposed of by the carrier.

Any costs arising from return shipping, storage, handling, or re-shipment shall remain the responsibility of the customer and may be deducted from any potential credit or charged separately.

Re-shipment (if applicable) will only be processed after all outstanding costs have been fully settled by the customer.

Sample Withdrawal Form (Optional to Use)

📩 If you wish to withdraw from your purchase, you can fill out and submit this form:

To: ESSENCE OF ZEN Online Shop, Dubai

Email: orders@essence-of-zen.com

I hereby withdraw from the purchase of the following goods:

• Order number: [Insert number]
• Ordered on: [Date]
• Received on: [Date]
• Customer name: [Name]
• Customer address: [Address]

📅 Date: ________
✍ Signature (only if sent by mail): ___________