Return & Refund Policy

 

At ZOEL, our products are handmade with care and attention to detail. Some of our products may be made to order.

Our return and refund policy distinguishes between standard products purchased from our online store, products that are specifically customized or personalized for a customer, and products that are defective, damaged or incorrectly supplied.

 

1. EU 14-Day Right of Withdrawal

If you are a consumer in the European Union, you have the legal right to withdraw from your online purchase within 14 calendar days from the day you receive your order, without giving any reason, except where a legal exception applies.

This right applies to standard, non-personalized products purchased through our online store.

To exercise your right of withdrawal, you must notify us within the 14-day period by contacting:

Email: zoelbags@gmail.com

Please include your order number and clearly state that you wish to withdraw from your purchase.

You may use the following wording:

“I hereby inform you that I wish to withdraw from my purchase/order [order number].”

You do not have to provide a reason for your withdrawal.

 

2. Returning the Product

After notifying us of your withdrawal, you must send the product back to us without undue delay and no later than 14 calendar days from the date on which you notified us of your withdrawal.

Please contact us before sending your return so that we can provide you with the appropriate return instructions.

Return address:

ZOEL
Metron 8
17123 Nea Smyrni
Athens, Greece

The customer is responsible for the direct cost of returning the product, unless:

• the product is defective or damaged;

• the wrong product was supplied;

• the product does not conform to the order or its description; or

• we have expressly agreed to cover the return cost.

The customer will be informed of the return costs before completing the purchase.

 

3. Condition of Returned Products

You may open, inspect and handle the product to the extent necessary to establish its nature, characteristics and functioning, in the same way you would reasonably be able to inspect a product in a physical store.

The product should be returned with its original packaging, tags and accessories where applicable.

If the product has been handled beyond what is necessary to inspect it and this results in a reduction in its value, we reserve the right to account for that diminished value in accordance with applicable law.

For example, a customer may inspect a handbag after delivery, but using the handbag for an event, outdoors or for an extended period before returning it may result in a reduction in value.

 

4. Refunds

Once you validly exercise your right of withdrawal, we will refund the payments received from you, including the cost of the standard delivery option offered by us.

If you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to refund the additional cost of that upgraded delivery service.

We will process the refund without undue delay and no later than 14 calendar days from the day on which we are informed of your decision to withdraw.

However, we may withhold the refund until:

• we have received the returned product; or

• you provide evidence that you have sent the product back,

whichever occurs first.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed with you and provided that no additional fees are incurred by you.

5. Custom and Personalized Products

The 14-day right of withdrawal does not apply to products that fall within the applicable legal exception for goods made according to the customer's specifications or goods that are clearly personalized.

This may include products that are specifically customized at the customer's request, such as:

• a specific size or dimension requested by the customer;

• a specific color, material or combination that is not offered as a standard option on our website;

• initials, names, monograms or other personal details;

• modifications to the design specifically requested by the customer; or

• other substantial changes made according to the customer's individual instructions.

A product being handmade or made to order does not by itself mean that it is excluded from the right of withdrawal.

The exclusion applies only where the product qualifies as a legally customized or personalized product.

Where a product is customized or personalized, we will inform the customer before the order is placed that the statutory right of withdrawal does not apply to that product.

 

6. Damaged, Defective or Incorrect Products

Please inspect your order upon delivery.

If you receive a product that is defective, damaged, incorrect, or does not conform to your order or the description provided on our website, please contact us at:

zoelbags@gmail.com

Please include your order number and, where applicable, photographs showing the issue.

We will assess the issue and provide the appropriate remedy in accordance with applicable consumer protection law.

Your statutory rights concerning defective or non-conforming products are not limited by this return policy.

Where appropriate, the available remedies may include repair, replacement, price reduction or refund, in accordance with applicable law.

7. Sale Items

Sale and discounted products are subject to the same statutory consumer rights as full-price products.

A discounted or sale price does not remove or limit the customer's statutory right of withdrawal where that right applies.

 

8. Gift Cards

Gift cards are non-refundable except where otherwise required by applicable law.

 

9. Exchanges

We do not offer exchanges as a separate automatic right.

If you wish to purchase a different product, you may exercise your statutory right of withdrawal where applicable and place a new order.

If your product is defective, damaged or incorrect, please contact us and we will assist you with the appropriate remedy.

10. How to Contact Us

For all return, withdrawal and refund requests, please contact:

ZOEL
Email: zoelbags@gmail.com , info@zoelbags.com
Telephone: +30 210 932 3107
Address: Metron 8, 17123 Nea Smyrni, Athens, Greece

Please include your order number in all communications concerning a return or refund.

 

11. Statutory Consumer Rights

Nothing in this policy limits or excludes any mandatory consumer rights that apply under applicable European Union or Greek law.

Where applicable, statutory consumer rights take precedence over any conflicting provision of this policy.