Refund policy
At ZORTEIL, we want you to be able to try our socks with complete peace of mind.
That’s why every order is covered by our 30-day trial guarantee, starting from the date you receive your order.
During this period, you can try your ZORTEIL socks and, if they’re not right for you, request a refund or an exchange for a different size or color, subject to the conditions detailed below.
30-Day Trial Guarantee
You have 30 days from the date you receive your order to try your ZORTEIL socks.
If you’re not satisfied with your purchase, you can request:
- a refund for the products concerned; or
- a free size or color exchange, limited to one exchange per order.
The socks may have been tried on and worn as part of the normal use of our 30-day trial guarantee.
However, we reserve the right to refuse a return in cases of clear abuse of the guarantee or if the product has been intentionally damaged.
How Do I Make a Return?
To request a return, exchange, or refund, please contact us at:
Please include your order number and the reason for your request.
Once your request has been approved, we will provide you with the return instructions and the address to which you should send your product.
Items returned without a prior return request may not be accepted.
Return Shipping Costs
The cost of shipping the product back to us is the customer’s responsibility.
This also applies under our 30-day trial guarantee and when requesting a size or color exchange.
However, if you received:
- a defective product;
- a damaged product; or
- a product different from the one you ordered,
ZORTEIL will cover the return shipping costs.
Free Exchanges
Did you choose the wrong size or would you prefer a different color?
You can request one free exchange per order within 30 days of receiving your order.
Exchanges are subject to availability of the requested size and color.
The replacement item will be sent to you at no additional shipping cost.
However, the cost of returning the original product to us remains your responsibility, unless the product you received is defective, damaged, or incorrect.
The free exchange guarantee is limited to one exchange per order.
Defective, Damaged, or Incorrect Products
We recommend checking your order as soon as you receive it.
If your product is defective or damaged, or if you received a product different from the one you ordered, please contact us as soon as possible at hellozorteil@outlook.com.
Please include your order number and, if possible, photos showing the issue.
After reviewing your request, we will offer an appropriate solution, and ZORTEIL will cover the return shipping costs when the issue is our responsibility.
Right of Withdrawal in the European Union
If your order is delivered within the European Union, you also benefit from the legal 14-day right of withdrawal, in accordance with applicable regulations.
You may notify us of your decision to withdraw within 14 days of receiving your order, without having to provide a reason.
Our 30-day commercial trial guarantee is in addition to this right and does not limit any statutory rights you have as a consumer.
Except in situations where applicable regulations require the seller to cover the costs, the direct costs of returning the product remain the customer’s responsibility.
Refunds
When you request a refund under our 30-day guarantee, we will notify you once your return has been received and processed.
If your request meets the conditions of our guarantee, the refund will be issued to the payment method used for the original order.
Once ZORTEIL has issued the refund, your bank or payment provider may require additional time before the funds appear in your account.
Any costs incurred by the customer to return the product are non-refundable, except when the return is due to a defective, damaged, or incorrect product.
Reasonable Use of the Guarantee
Our 30-day guarantee is designed to allow you to genuinely try ZORTEIL socks and make sure they are right for you.
ZORTEIL reserves the right to refuse the application of this guarantee in cases of fraud, clear abuse, intentional damage to the product, or misuse of the return policy.
This provision does not affect the consumer’s statutory rights.
Contact Us
If you have any questions regarding a return, exchange, or refund, you can contact our customer service team at: