Returns and refunds policy and complaints

ZEN3 FOR HOME

At Zen3 For Home, we believe that purchasing a Pilates reformer is a conscious investment in your health, the aesthetics of your space, and your quality of life. Each device is prepared with the utmost care, and the delivery process is carried out to a premium standard.

At the same time, we understand that situations may arise requiring returns or changes to your decision. This Policy sets out transparent and professional procedures for handling such cases.

This document applies to sales to individual customers (consumers) in the European Union, the United Kingdom, the Gulf States (GCC), and the United States. 

1. Our commitment to the Customer:

We provide:

transparent and fair returns policy,

a dedicated returns manager,

secure logistics for large-sized equipment,

efficient and professional refund processing.

Due to the size and high-value nature of reformers, specific security procedures are in place. 2. Right of withdrawal (EU and UK):

If you are a consumer residing in the European Union or the United Kingdom, you have a statutory right to withdraw from the contract within 14 calendar days of receiving the Product.

To exercise your right of withdrawal, you must send a clear statement by email before the deadline expires. The statement must include information about the returned product, the reason for the return, and a copy of your proof of purchase.

After receiving your request, our Client Experience Team will contact you to arrange a safe and convenient return process. 

3. Returns Conditions – Large-Size Premium Equipment Pilates reformers are precisely calibrated exercise equipment. To enable a re-inspection of their quality, the returned product must:

be undamaged,

show no signs of use,

be complete (all components, accessories, springs, screws),

be properly secured for transport,

be packed in the original packaging. Upon receipt of the returned product, a technical inspection will be performed. 

4. Return Logistics:

Due to the size and value of the equipment:

The cost of return shipping is borne by the customer. We recommend using our dedicated logistics partner; we can arrange pickup as part of our premium service (individual pricing).

In the event of improper protection and damage to the product during transport, the customer is responsible. 

5. Bespoke Products:

The right of withdrawal does not apply to:

custom-made reformers, personalized configurations (e.g., non-standard colors, embroidered logos, design modifications), products marked "custom-made" or "custom made."

These products are individually created for the customer and are not for resale.

In the event of cancellation of a custom order that is in production, advance payments or full payments will not be refunded.

6. Refunds

Refunds will be made within 14 days of:

receipt of the returned product and technical inspection.

Refunds will be made using the same payment method used for purchase, unless otherwise agreed.

In the event of:

reduction in the value of the product due to use beyond necessary inspection of the nature and function,

missing components,

mechanical damage,

the refund may be reduced accordingly.

The costs of fully completed services (e.g., White Glove Delivery, assembly, international transport, customs clearance) may not be refundable. 

7. International orders – Gulf countries (GCC), USA:

For deliveries outside the European Union:

International transport costs, import duties and taxes, customs and administrative fees are non-refundable.

For returns from countries outside the European Union:

The customer is responsible for export formalities; all logistics and customs costs are borne by the customer. We recommend contacting your local customs office before initiating the return process. 

8. Damage in transit:

To protect your interests, please:

carefully inspect the shipment upon receipt, complete a damage report in the presence of the courier if any damage occurs, take photographic documentation, and

report the damage within 48 hours.

This allows for a smooth and effective complaint process. 

9. Complaints (product defects):

In the event of a manufacturing defect, the customer has the right to:

repair, replacement, price reduction, or withdrawal from the contract (in the case of a significant defect).

We analyze each complaint individually and with the utmost care.

Our goal is to restore full functionality of the equipment with minimal inconvenience to the customer. 10. Advance Payments and Pre-Orders

For reformers manufactured to order:

The advance payment or full payment is non-refundable after production begins.

In the event of cancellation before production begins, a refund is possible.

Partial refund.

Terms are individually determined each time the order is confirmed.

11. Premium Return Experience:

The returns process at Zen3 For Home follows a concierge-style approach:

a dedicated returns manager,

secure transport organization,

professional technical inspection,

discreet and efficient refund processing.

To initiate the process, please contact:

Client Experience Department

Email: office@goshka.pl

Phone: +48668537233