Terms & Conditions (Handelsbetingelser)

Ownership

The webshop is owned by ZenStones, a Danish firm with VAT/business license number DK36320354.

Prices and more

All prices are quoted in Euro (EUR) and include Danish VAT. The total price you pay us for products, is always the same, regardless of whether or not VAT is chargeable on the sale.

Where you've requested delivery to a EU address, the price paid for the product and the delivery service will usually include VAT, which will be shown on your VAT receipts.

Where you're not a EU resident and you've ordered products for delivery to a non-EU address, both the products and the delivery service will normally be zero-rated, with no VAT chargeable. However, the price paid by you for the products and delivery services will remain the same as shown on the website.

Please note that if you place an order for delivery outside the European Union, any additional duties and taxes are the sole responsibility of the customer. Kindly be aware that we do not refund any customs, import duties or taxes on returns or exchanges.

Payment for your order will not be charged until your order has been shipped from ZenStones. We will never charge an amount larger than what you have authorized at the time of purchase.

We retain the right to refuse an order for whatever reason we may deem necessary.

Returns 

Our return policy lasts 14 days after the delivery date. If 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it with the original ZenStones hangtag string seal unbroken and intact.

Gift cards as well as engraved or custom orders are exempt from being returned.

To complete your return, we require a receipt or proof of purchase. You must inform us in writing of your intention to return your purchase, either via email to info@zenstones.com or by enclosing our Withdrawal Form (cancellation/return form) with your return package. You can also find a link to our Withdrawal Form in the footer of our website.

Please note that you can not cancel or return an order simply by refusing to accept delivery of the package without also informing us in writing of your wish to cancel and return the purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@zenstones.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

You must inform us within 24 months of the discovery of a defect or damage. If you need to exchange it for the same item, send us an email at info@zenstones.com and send your item to:

ZenStones will cover reasonable return costs in connection with returns of defective or damaged goods.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and the gift giver will find out about your return.

Shipping

To return a purchase, please return the package to the following address:

Kindly be aware that it is the responsibility of the customer to cover all return, shipping, and exchange costs.

With regard to exchanging items, depending on where you live, the time it may take for your exchange item(s) to reach you, may vary.

For more affordable return postage we are pleased to be able to offer the added service option of purchasing return postage including insurance and tracking through our shipping provider.