Warranty – Complaints – Withdrawal
Warranty It may happen that an order becomes damaged or broken during transport to your chosen address. If your order arrives damaged or broken when received by the carrier, you are entitled to a warranty. However, you are legally required to notify us within two months after discovering the damage or defect. If you are entitled to a warranty, we will repair or replace your product free of charge.
Did you receive a damaged or defective product? Please inform us within two months from your confirmation date by sending an email to: info@zeriato.com, including the following details:
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Name, address, and city
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Order number
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Purchase date
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Clear description and attached photos regarding the damaged or defective condition
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Indicate what we can do for you and what you consider a suitable solution. Would you like to receive compensation for your purchase?
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If you do not wish for compensation, you may return the product to us free of charge, and we will refund the purchase amount.
Complaints At Zeriato, we want you to be satisfied with your product. Unfortunately, there are times when something may go wrong during the order process, or the quality control may not have been properly conducted. For example, the item may not meet your expectations, or your favorite dress may have a snag. In such cases, you will receive a replacement item. We take every complaint seriously and aim to provide a tailored solution. Your complaint will be handled according to the procedure below.
Complaint Handling You can report your complaint to us in two ways: by email or by visiting our store.
By Email Send an email to: admin@zeriato.com and include the following details and attachments:
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Name, address, and city
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Order number
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Purchase date
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Clear description and photos of the issue
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Indicate what you would like us to do for you and what you consider a suitable solution
Once we have received your complaint, we will inform you within 3 days by phone or email about what we will do to resolve your complaint. Depending on the validity of your complaint, we may offer various solutions, such as exchanging the item, providing a free adjustment, or refunding the purchase amount.
In-Store Visit Do you live nearby and can visit our store in Middelburg? We will assist you directly in-store. If you have worn the items, we ask that you wash them according to the care instructions before bringing them to our store. Please present the item in question along with the order confirmation and/or receipt and/or order number, and clearly describe the problem. Our address and opening hours are:
Nieuwstraat 37 A, 4331 JK Middelburg Monday 10:00–17:00 Tuesday 10:00–17:00 Wednesday 10:00–17:00 Thursday 10:00–17:00 Friday 10:00–17:00
Depending on the validity of the complaint, we may offer various solutions, including exchanging the item, providing a free adjustment, or refunding the purchase amount.
Right of Withdrawal You have the right to withdraw from the contract within 14 days without providing any reason. The withdrawal period expires 14 days from the day you or a third party designated by you, who is not the carrier, physically receives the product, or:
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If you ordered multiple products in the same order: the day you, or a third party designated by you, receives the final product;
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If the delivery of a product involves multiple shipments or parts: the day you, or a third party designated by you, receives the final shipment or part;
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For agreements for the regular delivery of products over a specified period: the day you, or a third party designated by you, receives the first product.
Exercise the Right of Withdrawal To exercise the right of withdrawal, you must notify us within the stated conditions via a clear statement by email (info@zeriato.com) indicating that you wish to withdraw from the contract and order. Your email must include the following details:
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Name, address, and city
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Order number
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Purchase date
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Any reason for withdrawal (optional)
Compliance with the Withdrawal Period To comply with the withdrawal period, it is sufficient to send your communication concerning your withdrawal before the withdrawal period has expired.
Refunds If you withdraw from the contract, you will receive all payments made up to that point, including delivery costs (excluding any additional costs resulting from your choice of a different delivery method than the cheapest standard delivery we offer) promptly and no later than 14 working days after we have been informed of your decision to withdraw from the contract and order, provided we have received the products. If you return only part of your order, delivery costs will not be refunded. In all cases, you are responsible for the return costs. We will refund you using the same payment method as the original transaction unless you have expressly agreed otherwise. In any case, no fees will be charged for such refunds. We may withhold the refund until we have received the products from you or until you have provided evidence that you have returned the products, whichever occurs first.
Returning Products You must return the products promptly, but in any case no later than 14 days from the date you informed us of your decision to withdraw from the contract. You are on time if you return the products before the 14-day period has expired. However, you are responsible for paying the return costs.
Return Address Our address and opening hours are: Nieuwstraat 37 A, 4331 JK Middelburg Monday 10:00–17:00 Tuesday 10:00–17:00 Wednesday 10:00–17:00 Thursday 10:00–17:00 Friday 10:00–17:00 Saturday 10:00–17:00 Sunday Closed
Depreciation You are only liable for any depreciation in the value of the products resulting from handling the products beyond what is necessary to establish the nature, characteristics, and functionality of the products.
Obligations & Liability During the Reflection Period During the reflection period, please follow these instructions:
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Handle the product and packaging with care. You may only unpack or use the product to the extent necessary to determine its nature, characteristics, and functionality. The guideline is that you may only handle and inspect the product as you would in a store.
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You are only liable for any depreciation resulting from handling the product in a way that goes beyond what is permitted as described above.
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You are not liable for any depreciation of the product if Zeriato has not provided you with all legally required information regarding your right of withdrawal before or at the time of concluding the contract.
Zeriato's Obligations During the reflection period, we follow these instructions:
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If Zeriato enables electronic notification of withdrawal, it will promptly send the consumer an acknowledgment of receipt after receiving the withdrawal notification.
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Zeriato will reimburse all consumer payments, including any delivery costs, without delay and no later than 14 days from the day the consumer informs us of the withdrawal and the products have been properly returned.
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Zeriato will use the same payment method you used unless you agree to a different method. Refunds are free of charge for you as a consumer.
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If you chose a more expensive delivery method than the cheapest standard delivery, Zeriato is not required to refund the additional cost for the more expensive method.
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Zeriato has the right to deduct return costs from the refund amount. Therefore, you are responsible for the return costs.