Refund policy
Returns & Refunds
Return period
Customers in the EU may request a return within 14 days of delivery and must ship the parcel within 14 days of the return request. The tracking number must be sent to us within 3 days of shipping.
Customers outside the EU must request the return and ship the parcel within 14 days of delivery. The tracking number must be sent to us within 3 days of shipping.
Business customers. The statutory right of withdrawal applies to consumers only. Returns from business customers are accepted at our discretion under the conditions above.
Condition of items
Items must be unworn, unwashed, unaltered and in brand-new condition, with all original tags attached and in their original packaging (even if opened). Items must not show any signs of use, including stains, odours (perfume, smoke, fabric softener), pet hair or wear marks.
If an item requires additional work to restore it to its original condition (for example, heavy creasing or pet hair), a restocking fee of up to 15% may apply.
Items that do not meet these conditions may be declined and returned to the buyer at the buyer's expense.
Return shipping
Return shipping costs are paid by the buyer. Returns must be sent with a tracked service. Return parcels are sent at your risk until they reach us, to the extent permitted by law. If a return parcel cannot be delivered to us because of an incorrect address or another error on your side, or is sent back to you, the return is not considered completed. In such cases we may, at our discretion, still accept a late return. If a return parcel is lost in transit, please file a claim with the carrier you used.
Refunds
Refunds are issued within a few days after we receive and inspect the returned item.
Return parcels are sent at your risk until they reach us. If a return parcel cannot be delivered to us because of an incorrect address or another error on your side (for example, a wrong country or house number), or is sent back to you, you are responsible for it and the return is not considered completed. In such cases we may, at our discretion, still accept a late return.
If a return parcel is lost in transit, you must first file a claim with the carrier you used. If the carrier’s compensation does not cover the full value of the returned item, we will refund the difference once you send us the carrier’s decision and the shipping receipt showing our full return address, the shipping date and the weight of the parcel (which must correspond to the returned item).
Returns from outside the EU
Original shipping costs, import duties and taxes paid on the original shipment, and any customs clearance or handling fees charged in Latvia on the return are non-refundable and will be deducted from the refund.
Returns must be shipped DAP (Delivered At Place) and declared as "Returned goods" on the customs form.
Non-returnable items
- Custom-made or personalised products
- Hygienic items (e.g. face masks)
- Gift cards
- Other items where specified in the product description
Cancellations
Orders may be cancelled before shipment.
Custom-made items (for example, custom length) cannot be cancelled once production has started.
For customers outside the EU, transaction fees charged by the payment provider and, where the item has already been cut or prepared for the order, the cost of materials and work will be deducted from the refund.
Damaged or incorrect items
Please inspect your order on arrival and contact info@zolnar.com without delay if an item is defective, damaged or incorrect.
Exchanges
To receive a different size or item, please place a new order and return the original item once your return has been approved.
Return address
SIA ZOLNAR, Eva Colnere
Latgales 322b, 3rd floor
Riga, LV-1063, Latvia
+371 22118248