Refund policy

We hope, of course, that you are happy with your ZAND&ZOUT purchase. If you are not, you can return or exchange your order within the statutory cooling-off period.

After receiving your order, you have 14 days to let us know that you wish to withdraw from your purchase. Once you have let us know, you have a further 14 days to send the product back.

How do I request a return or exchange?

You can easily request a return or exchange through your personal account:

Go to your personal ZAND&ZOUT account at login.zandzout.com
Enter the email address you used to place the order.
You will receive a one-time login code by email.
Next to the order, click Exchange or return.
Choose what you would like for each item: exchange it for a different size or colour, get your money back, or report that something is wrong with it.

Your return code will arrive by email within a few minutes. Have it scanned at a PostNL point. There is nothing to print. Sending your return from outside the Netherlands? Depending on the country, you will receive either a return code or a label to print.

Unable to request your return or exchange through your account? Please contact us at info@zandzout.com.

Withdrawing from your purchase

Would you like to cancel your purchase entirely? You can do so by exercising your statutory right of withdrawal.

You can do this through your personal account page at login.zandzout.com. You can also let us know by email at info@zandzout.com that you wish to withdraw from your purchase. You do not need to give a reason.

If your order has not been shipped yet, we will try to cancel it straight away so that the parcel is not sent.

If your order has already been shipped, you can still withdraw from your purchase. You may still receive the parcel; in that case, please send it back to us.

This means you do not have to wait until your order has been delivered to let us know that you wish to withdraw from your purchase.

Conditions for returns

You may inspect and try on a product at home, just as you would in a shop.

We ask you to handle the product with care and, as far as possible, to:

return it unwashed and clean;
send it back with the original labels and swing tags;
return it in the original packaging.

If you have used the product beyond what is necessary to inspect it or try it on, and its value has decreased as a result, we may deduct that decrease in value from the amount to be refunded.

Return costs

If you use our return label and would like your purchase price refunded, we charge €4.95 in return costs. This amount is deducted from the amount to be refunded.

Exchanges are free.

For an exchange, we do not charge any return costs and we send the replacement item to you free of charge.

If a product is damaged or defective, or the wrong item was delivered, the return costs are of course at our expense.

Exchanges

Would you prefer a different size or colour? You can exchange the item free of charge.

Request the exchange through your personal account. We will reserve your new size or colour for you straight away. As soon as we have received and checked the returned product, we will send the replacement item to you free of charge.

If the size or colour you want is no longer available, we will contact you to find a suitable solution together.

Damaged or incorrect delivery

Please check your order when you receive it.

Has a product arrived damaged or defective, or have you received the wrong item? Please report it as soon as possible through your account: select Exchange or return for your order, then Something is wrong with the item. You can also email info@zandzout.com.

Please include your order number and, if possible, a photo. That way we can resolve it for you quickly.

Exceptions

Products made to your personal specifications or personalised for you cannot be returned.

The statutory cooling-off period applies to regular items.

Refunds

As soon as we have received and checked your return, we will process the refund.

If you return your entire order, we will refund the purchase price and the cost of standard delivery to you.

If you return only part of your order, the original shipping costs will not be refunded.

Any return costs of €4.95 are deducted from the amount to be refunded.

The refund is made using the same payment method you used to pay for the order.

We will refund you no later than 14 days after you have let us know that you wish to withdraw from your purchase. We may wait until we have received the product or until you can show that you have sent it back.

Once the refund has been processed, it may take a few working days before the amount actually appears in your account. This depends on your bank or payment provider.

Sending your return

Pack the product carefully and have the return code you receive from us scanned at a PostNL point. If you have received a label, attach it to the parcel where it is clearly visible.

Keep your proof of postage until your return has been fully processed. Once your return reaches us, we aim to check and process it as quickly as possible.