Refund Policy

Exchange and return

NOTE: ZARANDI NETHERLANDS DOES NOT OFFER FREE RETURNS. RETURN COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.

Klarna & Paypal

For payments via Klarna or Paypal, please contact us via info@zarandi-amsterdam.nl for support with questions or issues regarding products.

Immediate escalation outside the email channel may lead to longer resolution times.

Return and refund policy

General:

Zarandi-Amsterdam strives for our customers to be 100% satisfied with the product they purchased from our suppliers. If for any reason you are not satisfied with the received order, please contact us via info@zarandi-amsterdam.nl. We also like to hear what we can do to help you and satisfy you.

From the first email you send to our customer service about your issue, it will be processed. We aim to respond within 24 hours. It is not necessary to send multiple emails. An email thread for one order number speeds up the issue handling process. Sending more emails does not speed up the process.

RETURN CONDITIONS:

Contact required: For all returns, you must contact us in advance via info@zarandi-amsterdam.nl or our contact page to receive instructions and the correct return address.
Return period: Products can be reported for return up to 14 days after receipt. The physical return shipment must take place within 30 days of receipt.
Condition of the product: Products must be returned in their original condition, with all labels and packaging. Damaged, altered, or used products are non-returnable.
Exceptions: Products purchased at a discount, hygiene products, custom-made products, and products that cannot be returned due to their nature are excluded from returns.

DEFECT:

If your product is defective or not functioning properly, please send us a photo or a short video via info@zarandi-amsterdam.nl, clearly showing the damage or defect. We will send you a replacement item free of charge. You do not need to return the damaged item to us.

In case of defects, we always provide a new package free of charge and unfortunately cannot offer refunds.

If we are unable to send a replacement item due to our own limitations, we will work with you after confirming the defect/damage to resolve the issue in the most appropriate way. This may include compensation or other forms of remedy.

WRONG SIZE

We offer customers the option to use a one-time free exchange for a new size of the ordered product. When using this exchange, the consumer can no longer claim a refund of the order amount.

EXCEPTIONS TO RETURN OR REFUND:

Products purchased at a discount from the original price.
Products with slight variations in color or design, within a margin of 20% difference from the product photos on the website.
Custom-made products: According to the consumer's specifications.
Hygiene products due to health and safety measures, including but not limited to:
- Underwear
- Bikinis
- Make-up
- Hair styling products
- Beauty products
- Pantyhose
- Sofa covers
- Dog toys
- Sports watches
- All products from the categories "Beauty," "Children & Baby," and "Sports"
Sealed products: Where the seal has been broken after delivery.
Used or damaged products: Where the original packaging, labels, or tags are missing or damaged.
Value under €30: Except in cases of our fault. (due to inefficiency for both entrepreneur and consumer regarding administration & return costs).
Late notifications: Damaged goods reported more than 14 days after receipt.
Cases where the customer has repaired or modified the delivered products themselves, or had them repaired or modified by third parties.
Products exposed to abnormal conditions or otherwise negligently handled or contrary to the mediator's instructions.
The item is not worn or washed and must not show perfume scents or makeup stains (trying it on is of course always allowed).
Wear parts such as, but not limited to, drive belts, batteries, brake pads and discs, brake linings, brake discs, chains, lights, gears, tires, and inner tubes.
Shipments not collected by the delivery service or customs, or orders with an invalid or incomplete address.
Gift cards: And other non-physical products.

Costs and responsibilities:

As stated in our terms and conditions and on the website, Zarandi-Amsterdam does not offer a free return policy. Therefore, the cost of returning is the consumer's responsibility.

As stated in the terms and conditions and on the website, consumer orders are shipped from Asia and the consumer will also return the shipment to our single central warehouse in Asia.

Returns must be shipped with a Track & Trace code. We do not reimburse shipping costs and are not responsible for lost returns.

Please note that the costs for returning to Asia can vary between 20 and 40 euros per return shipment.

Who pays the shipping costs for returns?

If the return is due to a personal reason of the customer (such as a change of mind, wrong size chosen, etc.), the customer is responsible for all return shipping costs.
If the product arrived damaged or was incorrectly delivered due to our error, we will cover all shipping costs. In that case, the customer does not have to pay for the return shipment or the replacement item.

Return for defective or damaged products

If your item arrives damaged or is found to be defective, we will cover all costs and offer you a suitable solution free of charge. You can choose from one of the following options:

Replacement: we will send a new item free of charge.
Repair: if applicable, we will repair the product at our expense.
Refund: you will receive the full purchase amount back via your original payment method.

We are always responsible for shipping costs in these cases. You do not need to return the damaged product unless we specifically request it.

***Restocking fees: For orders returned because they were not picked up at the local post office, refused upon delivery, not collected from customs, or contain an invalid or incomplete address, a 20% restocking fee will be charged. This fee will be deducted from the total refund amount before processing.

REFUNDS:

Processing time: Refunds are processed within 5 business days after receiving the return shipment. Please note it may take up to 14 days for the refund to appear on your account.
Refund method: Refunds are made via the original payment method, minus shipping costs and other non-refundable fees.

Special conditions:

Product variations: Due to the unique nature of our production process, there may be slight variations in the products you receive. We allow a 20% deviation from the product photos on our website. This deviation is considered acceptable and does not qualify as defective products. The categorization of colors is based on their relation to the primary and secondary colors in the light spectrum, and disputes based on different shades are not accepted as grounds for a defective product.

HOW TO RETURN? WHICH STEPS SHOULD YOU FOLLOW?

Step 1: Report your return by email
Send an email to info@zarandi-amsterdam.nl, to report your order or part of your order for return. Once your return request is approved, you will receive the return conditions along with the return form by email.
Step 2: Wait for a response from our customer service
Wait for a response from our customer service on whether we can accept the return. You will also receive the return form and the return address.
Step 3: Fill out the return form
Fill out the return form, which you received by email, completely.
Step 4: Pack your product to be returned securely
If we can accept your return, please do the following. Pack the product to be returned neatly and securely, preferably in the original packaging. If the original packaging is no longer available, a depreciation fee may be charged.
Step 5: Ship your return
Send the items along with the completed return form to the address listed on the return form. Make sure to provide the package with a Track and Trace code. As the sender, you are responsible for the return shipment and we want to avoid misunderstandings.
Step 6: Send our customer service the Track & Trace code
Step 7: Once your package has arrived and been inspected, we will refund the order amount of the returned products via the payment method used for the order.

Return address

Returns are only accepted at the address you receive from our customer service after registering your return.

Return address
Zarandi Fulfillment Center
Suite C, Level 7, World Trust Tower, 50 Stanley St, Central, Hong Kong

Note: never send products back to a different address without prior consultation. Returns sent to the wrong address cannot be processed and are not eligible for a refund.

For further questions, you can contact our customer service. We are here to support you and strive for a quick resolution for all parties involved.

If you send your return to an address other than the one provided by our customer service, we will not be able to process the return. We also cannot issue a refund if you refuse the package at the door.

** ALL RETURNS ARE SHIPPED AT THE CUSTOMER'S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.