Not satisfied? Simply return it!
Sometimes it is love at first sight… but sometimes it just does not click between you and your new purchase. No worries, we completely understand. That is why you can register your return with us within 14 days after receiving your order. After that, you still have another 14 days to actually send it back to us.
Returning = no problem. However, the return shipping costs are at your own expense.
Warranty? All good!
All our products come with a full manufacturer’s warranty. If something does go wrong, do not worry – we are here for you. Just have a look at our warranty page for more details.
How do I return something?
Registering your return is super easy. You can do it in three different ways:
1. Via your customer account on our website
2. By email
3. By letter (a bit old-fashioned, but it still works!)
Did you order as a guest? No worries. Simply create an account using the same email address you used when placing your order. We will automatically link your order to your new customer account.
This is how it works:
1. Log in to your account
2. Go to your order and click on “View”
3. Scroll down and click on “Return items”
4. Fill in the form and you are all set!
You are also welcome to use the official European withdrawal form. It is not mandatory, but it is allowed.
Are there items I cannot return?
Yes, there are a few exceptions. You can return almost everything, except for:
• Personalized products
• Gift cards
We kindly ask you to keep the items in their original condition. This means:
• Keep the item in its original packaging if possible
• Leave all labels attached
• No signs of usage
• Handle the item carefully – You are allowed to view and try the product just like you would in a physical store, but you are not allowed to actually use it as if it were yours.
• Make our shipping label unreadable if you reuse the original box (otherwise the package might come straight back to you).
Can I exchange an item?
Unfortunately, we do not offer exchanges.
If you would like a different colour, size, or model, please place a new order through our website and return the other item to us. That way, you will receive your new product faster, and we can process your return properly.
Will I get my money back?
Yes!
Of course, the product must still be in good condition. If the item shows heavy signs of use or is damaged, we may retain part of the refund amount.
For our international heroes (customers outside the European Union):
Please note that import duties and taxes you have paid cannot be refunded by us.
Did you cancel your order while it was already on its way, or did you refuse to pay customs charges? No worries – we will sort it out properly. However, in those cases, we will wait with the refund until we have received the package back.
Important: We will deduct any shipping costs incurred and any import duties or taxes from the total refund amount.
When will I get my refund?
As soon as you have informed us that you would like to return an item, we will refund your payment within 14 days.
However, we may wait until we have received the returned package, or until you can provide proof that it has been shipped back to us.
Where should I send my package?
You can send your package to the following address:
Green Logistics
Attn. Return ZÜCA
Albert Harkemaweg 66
9831 TA Aduard
The Netherlands
Tip: Always send your package with track & trace, so you can be sure that it arrives safely and that you can track its journey.
Need help?
Do you have any questions, are you unsure about something, or would you simply like to double-check that you are doing everything correctly?
Please do not hesitate to send us an email. We are happy to assist you – even if it concerns a return!
