Refund policy

Return & Refund Policy

Last updated: 06.10.2026

Thank you for shopping with ZPEN. If you are not completely satisfied with your purchase, you can return it under the conditions below.

1. Right of withdrawal (14 days)

You have the right to withdraw from your purchase within 14 days of receiving your order.

To withdraw, send us a clear statement by email to zpenofficial@gmail.com with your name, order number and the date of delivery. You can use the form at the bottom of this page, but it is not required.

2. How to return an item

  1. Email us at zpenofficial@gmail.com within the return period.
  2. We will reply with return instructions.
  3. Send the item back. 
  4. Return the item within 14 days after you notify us of your withdrawal.

3. Condition of the item

Return the item in its original condition, with all parts and packaging, as far as possible. You are responsible for any loss of value caused by handling the product beyond what is necessary to check how it works (for example, heavy use, damage or missing parts).

4. Return shipping costs

  • We cover the cost of returning the item.
  • Return shipping is free for orders in Europe.

5. Refunds

  • We refund the price of the item and the original standard shipping cost within 14 days after we receive your withdrawal notice.
  • We may wait until we have received the item back, or until you send proof of shipping, whichever comes first.
  • The refund is paid back by the same payment method you used for the order. You will not be charged any fee for the refund.
  • If you chose a more expensive delivery option than our standard one, we refund only the standard shipping cost.

6. Damaged, defective or wrong items

If your item arrives damaged, does not work as described, or you received the wrong item:

  1. Email zpenofficial@gmail.com within 5 days of delivery, with your order number and photos of the problem.
  2. We will send a replacement or refund you in full, including shipping costs.

You are also protected by the statutory legal guarantee of 2 years for goods that do not conform to the contract, according to the law.

7. Exchanges

If you want a different item, please return the original one and place a new order.

8. Items that cannot be returned

Items made to your specific request or personalised items.

 

Model withdrawal form (optional)

To: zpenofficial@gmail.com

I hereby give notice that I withdraw from my contract of sale for the following goods: [item], ordered on [date], received on [date], order number [number].

Name: [your name]
Address: [your address]
Date: [date]