Refund policy

Withdrawal & Returns

Your contract of sale is with OmniMed Global B.V., Krom Boomssloot 5, 1011 GP Amsterdam, Netherlands (KvK 98643908, VAT NL868582025B01), which is also your point of contact for withdrawal and returns. There are two separate rights below: your statutory 14-day right of withdrawal, and our voluntary 30-day return (a goodwill offer that does not restrict your statutory rights).

1. Statutory Right of Withdrawal (14 days)

As a consumer you have the right to withdraw from this contract within 14 calendar days without giving any reason, under Directive 2011/83/EU. The period begins on the day you (or a third party designated by you, other than the carrier) take physical possession of the goods.

To exercise it, inform us by a clear statement (e.g., a letter or email to support@zellaforte.de) of your decision to withdraw. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline, it is sufficient to send your communication before the withdrawal period expires.

Effects of withdrawal

If you withdraw, we will reimburse all payments received from you, including the standard delivery costs, without undue delay and no later than 14 days from the day we are informed of your decision. We use the same means of payment you used, unless you expressly agree otherwise; you will not incur any fees for the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of return, whichever is earliest.

You must send back or hand over the goods without undue delay and no later than 14 days from the day you notify your withdrawal. You bear the direct cost of returning the goods (unless the return is due to our error or a defect). You are liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Exclusion

The right of withdrawal does not apply to sealed goods which are not suitable for return for health-protection or hygiene reasons if they were unsealed after delivery.

Model withdrawal form

2. Voluntary 30-Day Return (goodwill)

In addition to the statutory right above, we offer a voluntary 30-day return. This is a goodwill offer and does not restrict, replace, or affect your statutory rights. You may return products within 30 calendar days of delivery provided they are in resalable condition — preferably unused and unopened, with original packaging. Opened items may still be accepted at our discretion; please contact us first.

To start a return, email support@zellaforte.de with your order number and reason. Once approved, we will send return instructions. You bear return shipping for a voluntary return, unless the item arrived damaged, defective, wrong, or not as described — in which case we cover it.

3. Damaged, Defective, or Wrong Items

If your order arrives damaged or defective, or you receive the wrong item, contact support@zellaforte.de immediately with photos. We will arrange a replacement or a full refund at no cost to you, including return shipping. This does not affect your statutory warranty rights (2-year conformity guarantee).

4. Refunds

Once we receive and inspect your return, we will let you know whether the refund is approved. Approved refunds are issued to your original payment method within the periods stated above. Your bank or payment provider may need additional time to post the refund.

5. Exceptions

Gift cards cannot be returned. Statutory withdrawal exclusions (see § 1) apply.

Contact: OmniMed Global B.V. · support@zellaforte.de. See also our Terms & Conditions and Shipping Policy.