Refund policy

Thank you for shopping at Z‑ARC. We want you to be completely satisfied with your purchase. If you are not satisfied, we're here to help.

1. Right of Withdrawal (Widerrufsrecht – EU Customers)

If you are a resident of the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period is:

  • 14 days from the date you received your order.

You can also use the standard EU withdrawal form, though it is not mandatory.
We will confirm receipt of your withdrawal via email.

2. Return Conditions

To be eligible for a return:

  • The item must be unused, unwashed, and in the same condition that you received it.

  • The item must be in the original packaging, with tags still attached (if applicable).

  • You must provide proof of purchase (e.g. order number or receipt).

Items that cannot be returned or refunded:

  • Gift cards or downloadable software

  • Personalised or custom-made items

  • Sale or clearance items (if marked as “final sale”)

  • Opened cosmetics, skincare, or hygiene products (for health and safety reasons)

3. Return Process

To initiate a return:

  1. Contact us at [insert your customer service email] with your order number and the reason for return.

  2. We will provide return instructions and the return address.

  3. Pack your item securely and send it back within 14 days of notifying us.

Unless otherwise agreed:

  • You are responsible for the return shipping costs.

  • We recommend using a trackable shipping method.

  • We do not accept returns sent without prior notice.

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original method of payment within 5–10 business days.

  • Shipping costs (original and return) are non-refundable, unless the item was faulty or sent in error.

Partial refunds may be granted for:

  • Items not in their original condition

  • Items returned late

  • Items with missing parts not due to our error

5. Exchanges

We do not offer direct exchanges. If you want a different size, color, or item, please return the original item and place a new order.

6. Damaged or Defective Items

If you received a damaged, defective, or incorrect item:

  • Contact us within 7 days of receiving the item

  • Include photos and your order number

  • We will replace the item or issue a full refund at no cost to you

7. Legal Notice (Germany)

This policy does not affect your statutory rights under German or EU consumer protection laws.