Refund Policy

RETURN AND REFUND POLICY

Scope and Purpose

This Return and Refund Policy applies to all purchases made through the EiZak website.

Contact Information

For any questions regarding returns and refunds, please contact our customer service team via:

Email: contact@eizak.com

Withdrawal Period and Return Period

Customers located in Europe have a legal right of withdrawal allowing them to cancel their purchase and return the product within 14 days from the date of delivery, without having to provide any reason.

In addition to this legal right, EiZak also grants, on a commercial basis, a 30-day return period from the date of delivery for products that are undamaged, unused, and returned in their original packaging.

Return Instructions

Return Notification: To initiate a return, please contact our customer service team at contact@eizak.com, stating your order number and a detailed explanation of the reason for the return.

Return Authorization: After reviewing your request, we will provide you with detailed instructions and, where applicable, a return authorization.

Packaging and Shipping

Carefully pack the item in its original packaging, with all tags still attached.

Please include any documents, photos, or supporting materials requested as part of your return request.

If shipping instructions are provided to you by email, please follow them carefully before returning the item.

Return Costs

Defective Products: No cost will be charged to the customer. This applies when the product received is incorrect, damaged by the carrier, or has any other defect.

Customer Change of Mind: The actual return shipping costs will be the responsibility of the customer. This applies, in particular, when the customer ordered the wrong product, the item does not fit, or the customer no longer wishes to keep it.

Specific Return and Refund Conditions

Returns for Change of Mind: If you change your mind after your purchase, you may return the product within 14 days from the date of delivery in accordance with your legal right of withdrawal in Europe, or within the 30-day commercial period granted by EiZak for products that are undamaged, unused, and in their original packaging.

Defective Products: If you receive a defective product, please contact our customer service team immediately to obtain the necessary instructions. EiZak will cover the return costs and offer, depending on the case, either a replacement product or a refund.

Damaged Products: If the product arrives damaged, please send us photos of the damage within 48 hours of receipt. We will assess the situation and cover the return costs if necessary.

Incorrect Product Received: If you receive an incorrect product, please contact us. We will arrange the return procedure and ensure that you receive the correct item or an appropriate refund.

Product Never Arrived: If your product never arrived, please contact us so that we can open an investigation with the carrier. If the product cannot be located, we will offer a full refund or a replacement product.

Cancellation After Ordering: You may cancel your order before it is shipped. If the order has already been shipped, you will need to follow the return procedure after receiving the product.

Policy for Damaged or Defective Products

Upon receiving a damaged or defective product, please contact our customer service team within 48 hours. Please send us photos clearly showing the defect or damage. After verification, if the request is approved, we will arrange a replacement or a full refund.

Policy for Non-Damaged Products

If you change your mind, you may return the unused and undamaged product within up to 30 days from the date of delivery, provided that it is returned in its original packaging.

Timeframes

Return Period: Returns under the legal right of withdrawal must be reported within 14 days from receipt of the product. Under EiZak’s commercial policy, non-damaged products may be returned within up to 30 days from delivery.

Return Processing: After receiving and inspecting the returned item, we will process the refund within 7 business days. You will receive a confirmation email.

Refund Conditions: The refund will be approved if the product is intact, unused, and returned in its original packaging. Refunds relating to defective or incorrectly delivered products will be approved after inspection.

Refund Timing: After the return is approved, the refund may take up to 7 business days to be credited back to the original payment method.

Refund Method: Refunds are issued to the original payment method used at the time of purchase.

Exceptions to the Return Policy

The following products cannot be returned:

Personalized or custom-made items

Hygiene products such as socks and underwear, unless they are unopened and unused

Shipping Method and Fees

Shipping Methods: Wanb Express and YunExpress

Restocking Fee: €0

Legal Rights

This policy does not affect any applicable statutory rights you may have under current law.

Any Questions?