Returns and refunds
Last updated: 9 September 2026
Right of withdrawal (14 days)
If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason. The period begins on the day you, or a third party indicated by you, receive the last of the products in your order.
How to exercise your right of withdrawal
You can do it in either of these ways:
- By filling in our online withdrawal form.
- By writing to shop@zui.es with an unambiguous statement of your decision, including your name, address, order number and date of receipt.
To meet the deadline it is enough that you send your communication before the period expires. We will acknowledge receipt without delay on a durable medium.
Returning the product
You must send the goods back to us without undue delay and in any event within 14 calendar days from the day you communicate your withdrawal. We will give you the return address when we confirm your request.
The direct cost of returning the goods is yours to bear, unless the product is faulty or does not match what you ordered, in which case we cover it.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.
Refunds
We will refund all payments received from you, including standard delivery costs, without undue delay and in any event within 14 calendar days from the day you communicate your withdrawal. If you chose a delivery method more expensive than our standard option, we are not obliged to refund the extra cost.
The refund will be made using the same payment method you used, at no additional cost. We may withhold it until we have received the goods back or until you supply proof of having sent them, whichever comes first.
Legal exceptions to the right of withdrawal
Under applicable law, the right of withdrawal does not apply to, among others: customised goods or goods made to your specifications; sealed goods which are not suitable for return for health protection or hygiene reasons if they were unsealed after delivery; and goods liable to deteriorate or expire rapidly.
Legal guarantee of conformity
Independently of the right of withdrawal, the products carry a legal guarantee of conformity. For purchases made from Spain, that guarantee is 3 years from delivery for new goods (Ley 4/2022). In the rest of the European Union the minimum period is 2 years, according to each country's rules.
If a product is not in conformity, you are entitled to have it repaired or replaced and, where appropriate, to a price reduction or to cancel the contract, at no cost to you. Write to us at shop@zui.es with your order number and photos of the problem.
Damaged or incorrect items
Please check your order when it arrives. If it is damaged, faulty or not what you ordered, contact us as soon as possible at shop@zui.es attaching photos. We will resolve it with a replacement or a full refund, including shipping costs, at no cost to you.
Customers outside the European Union
The 14-day right of withdrawal described above comes from European law. If you live outside the EU, we accept returns on the same terms as a commercial policy, although return shipping costs, duties and customs fees are not refundable.