Right of withdrawal

Our goal is to guarantee your complete satisfaction. If for any reason you are dissatisfied with your order, you may exercise your right to cancel your purchase and return purchased products. You must inform the Merchant of your decision to withdraw from the purchase and may do so by: (a) using the return form available on the Website (the "Return Form"); or (b) contacting US within fourteen (14) calendar days from the date you received the product purchased from Zheng Collector (or if you purchased multiple products, the date you received the last product). Returned items must be returned to the Merchant within fourteen (14) calendar days from the date on which you notify the Merchant of your decision to withdraw from the purchase. The products can be returned by shipping the package through the shipping agent specified by the merchant (DHL) or through another shipping agent or shipping method. We also invite you to fill out the returns form on the website so that we can provide you with a returns number.

Return Policy
 The right to return products is considered to have been properly exercised if the following conditions are fully met:

 a) We invite you to correctly complete and submit the return form, either by post or email, within fourteen (14) calendar days from the date of your order. 

b) The products must not have been used, worn or washed and in any case must comply with the requirements set out in the section on conformity tests below;

c) The identification label is still attached to the products with the disposable seal;

d) The products will be returned in their original packaging (if present upon delivery); 

e) Customized Alphabet products should be returned as a complete set with all components; 

f) the returned items must be returned to the retailer within fourteen (14) calendar days from the date on which you informed us of your decision to withdraw from the purchase 

g) The products must have the quality originally agreed upon when the contract was concluded.

If you choose to complete the return form and submit it to us, you do not have to worry about the return shipping costs in advance, which will be at your expense. In this case, Zheng Collector will pay the return shipping costs for you and deduct the return shipping costs from your refund. However, if you choose another courier or shipping method for the return, you must pay the return shipping costs in advance and at your own expense in accordance with our return instructions. In this case, contrary to what is stated herein, no return shipping costs will be deducted from your refund amount. 

 

You will be notified if the returned products cannot be accepted. In this case, you can choose whether we should send the products delivered to us back to you against payment of the shipping costs. If you refuse the above delivery, the Merchant reserves the right to withhold both the Products and the purchase amount for the Products. Without limiting the above paragraph, the right of withdrawal set out above does not apply to:

 (a) sealed products that have been unsealed by you after delivery where return would be unsuitable for health or hygiene reasons;
(b) products that contain sealed audio or video recordings or computer software if the product has been unsealed after delivery;
 (c) Products made to your specifications or clearly personalized
 (d) products that have become inseparably mixed with other items after delivery;
 (e) Custom Alphabet Products returned with missing components;
 (f) used stockings or stockings that no longer have a label.
Compliance testing
All our products must be returned in the contracted condition with all protective packaging, labels and stickers attached, including all accessories and documents. We reserve the right not to accept a return if the product has been damaged, otherwise shows signs of wear or has been used in any way or altered from its original condition or alternatively we reserve the right to refund the amount of any refund or equivalent To reduce exchanges. A reduction could occur due to the following circumstances: 

  • the product(s) have been used, worn, damaged and/or washed;  
  • the identification label with the disposable closure is no longer attached to the products, has been damaged or has not been returned. Please note that the identification label is an essential part of each product.  
  • You have not returned packaging that is part of a product (e.g. a dust bag).  

You will be informed if we reserve the right to reduce your refund for this reason. In this case you may (as an alternative to a reduced refund from us) have the products returned to you at your own expense. Should you refuse this delivery, Zheng Collector reserves the right to retain the Products and the amount specified for the reduction of the refund due to the reduction in value of the returned Products.
You will be contacted by the merchant if your exchange request cannot be accepted because the above conditions are not met. In this case, the seller will contact you to ask if you would like the product(s) returned to you at your expense. If you do not wish to have the Product(s) returned to you, the Merchant will retain the Product(s) and the amount paid for the purchase of the Product(s).

 Refund times and procedures
After the merchant has received the returned products and verified that the products meet all requirements, you will receive an email that the returned products have been accepted. Regardless of the payment method you used (credit/debit card, PayPal, etc.), Merchant will refund to you all payments received from you for such canceled purchase, including standard delivery charges, if incurred and paid (but excluding additional costs for expedited delivery, gift wrapping and other additional costs included):
(a) If you complete and submit the return form to us, fourteen (14) days after the Seller has been informed of your decision to exercise your right to return the purchased products or
 (b) If you return the Products yourself, you will receive confirmation that you have returned the Products within fourteen (14) calendar days from the day on which we receive the returned Products.
You may be liable for any diminution in value of the returned Products caused by your handling of the Products and we may deduct from any refund due to you any diminution in value of the returned Products, unless this is necessary to maintain the features, functions or to determine the type of products. Without prejudice to the above, and once the Merchant has verified that the return has been carried out in accordance with the above conditions, the period for the refund of the amount you paid for the purchase of the returned Products depends on the payment method used :

  • Credit/Debit Card Purchase: Reimbursement time depends on credit card company policies. However, we want to assure you that the value of the credit corresponds to the date of the original payment. Therefore, you do not suffer any loss of interest;
  • Payment via PayPal: Refunds will be credited to your PayPal account and will be visible immediately. The refund time for the credit/debit card linked to your PayPal account depends on the company that issued the card; 
  • Payment via Klarna: Refunds will be credited to your Klarna account and will be visible immediately. The refund time for the credit/debit card linked to your Klarna account depends on the company that issued the card;
  • If you have any questions about payment methods other than those listed above, please contact customer service.

     Identification label
    All products sold by the dealer contain an identification label with a disposable seal. Please inspect the products without removing the label and seal. Returned products without a label or seal will not be accepted.

     DHL
    As notified by the merchant, returned products may be shipped using the return form using the prepaid label provided to the customer by Customer Support. If you use DHL, the merchant pays the shipping costs and tracks the package at all times. If you choose to use a courier service other than that provided by Zheng Collector, you must pay the return shipping costs in advance and will be responsible for any loss or damage to the products in transit. For your protection, we recommend that you use a courier service if you are returning the goods by any means other than the prepaid mechanism and the designated shipping service provider.
    *Download and complete the return form to exercise your right to a return. (Send us the completed return form by email to: kontakt@zcollector.de or by post to the above address of the Zheng Collector owner.