Refund policy

Last updated: December 4, 2024

1. Right of Withdrawal

In accordance with the provisions of Articles L221-18 et seq. of the Consumer Code, the customer has a period of 14 calendar days from receipt of the product to exercise his right of withdrawal, without having to provide a reason or pay penalties.

  • Exercising the right of withdrawal : To exercise his right of withdrawal, the customer must contact our customer service, specifying his order number and his wish to withdraw.

  • Return of products : The customer must return the product in its original condition and packaging, without undue delay, and no later than 14 days after notification of his decision to withdraw. The return costs are the responsibility of the customer, except in the case of an error by ZatenaStore or a defective product.

  • Refund : ZatenaStore will refund all payments received, including standard delivery costs (except for additional costs for express delivery), within 14 days of receipt of the returned products or proof of their shipment. The refund will be made by the same payment method used for the purchase, unless otherwise agreed with the customer.

2. Exceptions to the Right of Withdrawal

In accordance with article L221-28 of the Consumer Code, the right of withdrawal cannot be exercised for:

  • Personalized or tailor-made products,
  • Perishable products,
  • Unsealed hygiene or health products,
  • Unsealed audio, video or software products,
  • Press and newspapers,
  • Services fully performed before the end of the withdrawal period,
  • Digital content provided on an intangible medium.

3. Legal Guarantee of Conformity

Definition and Scope of Application

In accordance with articles L217-4 et seq. of the Consumer Code, all products sold by ZatenaStore benefit from the legal guarantee of conformity for a period of two (2) years from receipt of the goods by the customer.

Remedies for Non-Compliance

In the event of a non-compliant product, the customer can choose from the following options:

  • Repair or Replacement : ZatenaStore may opt for the least expensive or most practical solution to correct the non-conformity, depending on the possibilities.

  • Price Reduction or Termination of Sale : If repair or replacement is not possible, the customer may request a full refund or a reduction in the price of the product.

4. Warranty Against Hidden Defects

In accordance with Articles 1641 et seq. of the Civil Code, the customer has a legal guarantee against hidden defects. In the event of a proven hidden defect, the customer has the choice between:

  • Product return and full refund : The customer returns the product to ZatenaStore and receives a full refund of the purchase price.

  • Product preservation with a price reduction : If the customer chooses to keep the product, a price reduction will be applied.

5. Exercise of Guarantees

To exercise the legal guarantees of conformity or hidden defects, the customer must contact customer service with a precise description of the problem, accompanied by photos showing the product defect. Customer service will examine the request and propose the appropriate solution in accordance with the legal provisions in force.

6. Return and Repair Costs

In the event of a non-compliant product or one with a hidden defect, ZatenaStore will cover the return costs as well as the costs of repairing or replacing the product.

Noticed : This policy is subject to change without notice. Please check this page regularly to stay informed of updates.