Returns, cancellations and withdrawal

In short

1. Shop: everything is made for you

Products in the Zeno Innovations Shop are only printed when you order (print-on-demand), by our production partner Printify. That means there's no stock, but also that we can't stop an order once production has started.

1.1 Cancel within 24 hours

After you pay, we wait 24 hours before your order goes to the printer. Within that time you can cancel with the Cancel order button at the bottom of the shop. You need your order code (shown after paying and in your Stripe confirmation email) and your email address. You get the full amount, including shipping, back automatically on your account or card.

1.2 Right of withdrawal: 14 days after receipt

As a consumer you have the right to withdraw from your purchase within 14 days of receiving it, without giving a reason. This is how it works:

1. Let us know within 14 days of receiving it, with the online form below, the button in the shop or an email to [email protected]. You can also use the model form.
2. You receive the return address by email. Don't send the product to Printify; they don't accept returns.
3. Send the product back within 14 days after telling us. The cost of sending it back is yours. Return it unworn, unwashed and undamaged, preferably with the labels.
4. You get your money back within 14 days of telling us you're withdrawing, including the standard shipping you paid. We may wait to refund until we've received the product or until you show that you've sent it.

You may carefully look at and try on the product, as you would in a shop. If it has been used more than needed for that, or washed or damaged, we may deduct the loss in value from your refund.

1.3 Damaged, misprinted or wrong product

Did your product arrive damaged, is there a clear printing error or did you get a different product than you ordered? We'll fix it free of charge.

1. Email us within 30 days of delivery at [email protected], with your order code.
2. Include clear photos of the damage or printing error, of the whole product laid flat so the design is clearly visible, and of the size label or the damaged packaging.
3. You don't need to send anything back. We arrange a new one or, if you prefer, your money back. A replacement comes with a new tracking number.

Small differences are normal for printed clothing: a print can sit up to about 1.25 cm higher, lower or to the side compared with the photo, and colours can look slightly different on a screen. We don't count that as a misprint. A crooked, misplaced or damaged print we do.

Apart from this, you always keep your statutory rights if a product isn't what you could reasonably expect (legal guarantee).

1.4 Parcel not received

Delivery usually takes 3 to 8 working days after payment. If your parcel still hasn't arrived after 15 working days, or tracking says it was delivered but you didn't get anything, contact us at [email protected] and we'll look into it.

2. Hosting: the Pro subscription

If you take out Pro as a consumer, you have 14 days from signing up to change your mind. Because you ask for Pro to start right away at checkout, you only pay for the days you've already used if you withdraw; you get the rest back. You can withdraw with the online form below or through [email protected].

After those 14 days you can always cancel Pro in the dashboard, with Manage subscription. Pro then runs until the end of the paid period. You can stop the free Hobby plan at any time by deleting your account.

3. Custom work: websites, bots and apps

Work we make specifically for you also comes with 14 days to change your mind if you're a consumer. If you ask us to start within that period, you pay for the part already done if you withdraw. Once the work is completely finished with your explicit consent, the right of withdrawal ends. More about this is in the terms of service.

4. Withdraw or cancel online

Use this form to withdraw from a purchase or subscription. Shop order placed less than 24 hours ago? Cancelling is quickest with the Cancel order button in the shop.

5. Model withdrawal form

You may also use this statutory model form. Fill it in and send it to [email protected].

To: Zeno Innovations, [email protected]

I/We* hereby give notice that I/We* withdraw from my/our*
contract of sale of the following goods/for the provision of
the following service*:

Ordered on*/received on*:
Name of consumer(s):
Address of consumer(s):
Order code:
Signature of consumer(s) (only if this form is sent on paper):
Date:

* Delete as appropriate.