1. Introduction
At Zelmaronghod, we want you to be satisfied with your purchase. This Return Policy explains your rights and our procedures for returns, refunds, and exchanges.
This policy applies to purchases made directly through our website zelmaronghod.world and complies with EU consumer protection laws, including the Consumer Rights Directive (2011/83/EU) and Danish consumer protection legislation.
2. Your Right of Withdrawal (EU Consumers)
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with the Consumer Rights Directive.
2.1 Withdrawal Period
The withdrawal period expires 14 days after the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
For orders with multiple items delivered separately, the period begins from the day you receive the last item.
2.2 Exercising Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You can do this by:
- Sending an email to managers@zelmaronghod.world
- Using the model withdrawal form provided below
To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.
2.3 Model Withdrawal Form
You may use this form, but it is not obligatory:
To: Zelmaronghod, Langebrogade 5, 1411 København, Denmark, Email: managers@zelmaronghod.world
I hereby give notice that I withdraw from my contract of sale of the following goods: [insert description]
Ordered on: [date] / Received on: [date]
Name of consumer: [your name]
Address of consumer: [your address]
Signature (only if on paper): [signature]
Date: [date]
3. Conditions for Returns
3.1 Eligible Products
To be eligible for a return, products must be:
- Unopened and in their original, sealed packaging
- In the same condition as when you received them
- Accompanied by proof of purchase (order confirmation, receipt, or invoice)
3.2 Products That Cannot Be Returned
The following products cannot be returned under the right of withdrawal (as permitted by Article 16 of the Consumer Rights Directive):
- Sealed goods which were unsealed after delivery and which are not suitable for return due to health protection or hygiene reasons
- Products that have been opened, used, or tampered with
Important: Due to the nature of dietary supplements, once a product seal has been broken, we cannot accept returns for health and safety reasons.
4. Return Process
4.1 How to Return Products
- Contact us: Email us at managers@zelmaronghod.world to notify us of your intention to return
- Receive instructions: We will provide you with a return authorization and shipping instructions
- Package securely: Pack the product securely in its original packaging if possible
- Ship the product: Send the product to the address we provide
- Provide tracking: We recommend using a tracked shipping service
4.2 Return Shipping Costs
If you exercise your right of withdrawal, you will bear the direct cost of returning the goods, unless:
- The product was defective or damaged upon arrival
- We sent you the wrong product
- We agree to cover the return shipping costs
4.3 Return Address
Products should be returned to:
Zelmaronghod
Langebrogade 5
1411 København
Denmark
5. Refunds
5.1 Refund Timeline
If you withdraw from the contract, we shall reimburse you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw.
However, we may withhold the reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
5.2 Refund Method
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.
5.3 What We Refund
We will refund:
- The full purchase price of the returned products
- The cost of standard delivery (if you return all items from an order)
If you chose a more expensive delivery option than our standard delivery, we will only refund the cost of standard delivery.
5.4 Partial Refunds
We may provide a partial refund if products are returned in a condition that suggests use beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
6. Defective or Damaged Products
6.1 Products Damaged in Transit
If your product arrives damaged:
- Contact us within 48 hours of delivery
- Provide photos of the damaged packaging and product
- Keep all packaging materials
We will arrange for a replacement or full refund, including return shipping costs.
6.2 Defective Products
If you believe a product is defective, please contact us immediately. Under EU law, you have rights against defects that become apparent within two years of delivery. We will examine the product and, if it is defective:
- Replace the product free of charge, or
- Provide a full refund
6.3 Incorrect Orders
If we sent you the wrong product, please contact us within 7 days of receipt. We will arrange for the correct product to be sent and cover the cost of returning the incorrect item.
7. Exchanges
We do not offer direct exchanges. If you wish to exchange a product, please return the original product for a refund and place a new order for the desired product.
8. Extended Return Period
We offer an extended 30-day return period for unopened products, beyond the 14-day legal right of withdrawal. The same conditions apply as set out in Section 3.
9. Non-Returnable Situations
We cannot accept returns in the following situations:
- The product seal has been broken or the product has been opened
- The product has been used
- The return request is made after the return period has expired
- The product is not in its original condition
- No proof of purchase is provided
10. Consumer Rights
This Return Policy does not affect your statutory rights as a consumer. Under EU law, you have additional rights regarding defective products that apply regardless of this policy.
11. Complaints
If you are not satisfied with how we handle your return or refund, you can:
- Contact us at managers@zelmaronghod.world to discuss the issue
- Use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr
- Contact the Danish Consumer Ombudsman (Forbrugerombudsmanden)
12. Changes to This Policy
We may update this Return Policy from time to time. Changes will be effective when posted on this page. The date at the top of this page indicates when this policy was last updated.
13. Contact Us
For questions about returns, refunds, or this policy, please contact us:
Zelmaronghod
Langebrogade 5
1411 København
Denmark
Email: managers@zelmaronghod.world