Refund Policy
A legal disclaimer
Our Returns Commitment
At Spucky UG, we want customers to feel confident when shopping for eco-friendly consumer goods. If a product does not meet your expectations, you may be entitled to return it under the statutory withdrawal rules or other applicable consumer protection laws.
This policy explains the general process for returns and refunds. It does not replace or restrict any mandatory rights you have under applicable law.
Statutory Right to Withdraw
For many online purchases made by consumers in the European Union, you generally have 14 days to withdraw from the purchase contract without giving a reason.
For a purchase of physical goods, this period generally begins when you, or a third party designated by you other than the carrier, receive the goods. Special rules may apply to orders containing multiple items delivered separately.
Certain products and circumstances may be excluded from the statutory withdrawal right under applicable law. Any exclusion must be legally applicable to the particular product and situation.
How to Request a Return
To notify us that you wish to return a product or withdraw from a purchase, contact:
Email: info@zorixelun.com
Telephone: +49 176 16414863
Please include your order number, the product you wish to return, and a clear statement that you wish to withdraw from the purchase or request a return.
You may use any legally valid method of communicating your withdrawal. We will not require you to provide a reason for exercising the statutory withdrawal right.
The return address must be confirmed with our customer service before you send a parcel, because the appropriate return location depends on the fulfilment arrangements for your order.
Condition of Returned Products
You may handle and inspect products to the extent reasonably necessary to establish their nature, characteristics, and functioning, as you would be able to do in a physical shop.
You may be liable for a reduction in the value of goods where that reduction results from handling beyond what is necessary to establish their nature, characteristics, and functioning, as permitted by law.
Please return all items and accessories supplied with the product where reasonably possible. This request does not remove any statutory rights if original packaging is unavailable.
Return Shipping Costs
Where you exercise the statutory withdrawal right, you may be responsible for the direct cost of returning the goods if you were properly informed of this obligation before entering into the contract.
If a product is defective, incorrect, damaged on arrival, or otherwise does not conform to the contract, your statutory rights apply. We will address the matter in accordance with applicable law, including any applicable obligations concerning return costs.
Contact us before arranging a return so that we can provide the appropriate instructions.
Refunds
If you validly withdraw from a purchase, we will refund payments received for the relevant goods, including the cost of the least expensive standard delivery option we offered, where required by law.
If you chose a more expensive delivery option, we are generally not required to refund the additional cost over the least expensive standard delivery option.
Refunds will be issued without undue delay and no later than 14 days after we are informed of your decision to withdraw, subject to the applicable statutory rules.
For goods, we may withhold the refund until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first, unless applicable law requires otherwise.
Refunds will generally be made using the original payment method unless another method is expressly agreed with you and does not result in additional costs for you.
Damaged, Defective, or Incorrect Products
If your order arrives damaged, contains the wrong item, or has a defect, contact info@zorixelun.com and explain the issue. Photographs may help us understand the problem, but they are not a substitute for your statutory rights.
Depending on the circumstances, you may be entitled to repair, replacement, a price reduction, contract termination, or another remedy under applicable consumer law.
Non-Returnable Products
Some products may be excluded from the statutory withdrawal right where a specific legal exception applies. Examples under EU consumer law can include certain sealed goods that are unsuitable for return for health protection or hygiene reasons after unsealing, and goods made to the consumer's specifications or clearly personalized.
We will not treat an item as non-returnable merely because it was purchased online. Any exclusion must be permitted by law and applicable to the specific item.
Contact Us
For returns, refunds, or product concerns, contact:
Spucky UG (haftungsbeschränkt)
Email: info@zorixelun.com
Telephone: +49 176 16414863
Registered address: Christhahlenweg 34, 79112 Freiburg im Breisgau, Germany