SHIPPING & RETURN POLICY. TAXES. PAYMENT METHODS

WORLDWIDE DELIVERY and SHIPPING
Delivery and shipping Europe’s territory will be done using courier services provided by DPD (www.dpd.ro) and it lasts minimum 72 hours. Shipping worldwide is done using foreign courier company (DHL), and shipping fees are paid solely by the customer. Rates may vary depending on the country where the order is being delivered; the customer is informed about the shipping cost before dispatching. In this case, the invoices issued by Zenosyne will include the shipping fee. Before placing any orders we recommend that you carefully check the characteristics of the product to make sure that they match your requirements. The product description page you will provide all the necessary information. To view the product in detail, you can use the zoom option. If you want more details about the product, please email us to shop@zenosyne.com
RETURNS & REFUNDS
Zenosyne acknowledges that products can be returned within 30 calendar days of goods receipt, provided that the items have not been worn, still have their labels and original packaging. If you think you might want to return the product, we kindly ask you not to use it. Refunds, excluding the shipping fares, shall be done solely through bank transfer to the buyer’s personal bank account within maximum 14 days from receipt of returned products. In this situation we will need the Client’s valid bank account and valid personal identification number. Shipping costs for returning goods are covered entirely by the Client. In the unfortunate situation of receiving a product different from the one you have ordered, you can return it free of charge and the right purchased product shall be delivered to you without any extra charge. These product return provisions shall apply to all customers.
EXCHANGE CONDITIONS
• We can only exchange non-faulty items that are in their original condition, have not been worn, altered or washed, and have all tags still attached
• It is only possible to exchange the same item for a different size; we cannot exchange items for a different colour or a different item altogether
• Please be aware that we can only exchange the same item for a different size once
• Merchandise must be returned in one package – we reserve the right to refuse multiple returns from one order sent at different times
• Exchange shipments must be made using the same service as for the original delivery (DHL or UPS)
• We can only accept exchanges from the country to which an order was originally shipped, for example, orders delivered to Germany must be returned from Germany. Otherwise, the exchange is unfortunately not free of charge (import and shipping fees will be charged at your own expense)
• Customised items cannot be returned.

If you require further assistance or if you have any questions, please contact our Customer Service team. [Support]: shop@zenosyne.com

DUTIES & TAXES
CUSTOMS DUTIES AND TAXES WITHIN THE EUROPEAN UNION
No additional taxes or customs duties are charged for articles that are shipped within the European Union. The articles’ prices and shipping costs include VAT and are thus listed as gross prices.


THE FOLLOWING COUNTRIES ARE MEMBERS OF THE EUROPEAN UNION:
Germany, Austria, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus (South Cyprus only).

PAYMENT METHODS
Shopping on Zenosyne.com is really easy and fun if you follow some simple steps!

Now it is even easier to pay for your order! For the products purchased on Zenosyne.com the following payment methods are available: online payment using a credit card bank account transfer (via Stripe). Shipping rates may vary depending on the country where the order is to be dispatched. The customer shall be notified in due time about the amount of shipping fee. Invoices issued by Zenosyne will include shipping fees as well as VAT. In your shopping basket you can select the billing method for your purchases. The minimum age required to shop on Zenosyne.com is 18 years old. For your safety all transactions are being secured. For more information on card purchases, please read the section Personal Data Confidentiality.

Is it safe to use my credit card on this site?

Card payment can be made using personal or business bankcard. We accept Visa (Classic and Electron) and Mastercard (including Maestro). Payments are fully secure, using PayPal system and servers. Your card data security is guaranteed by the fact that PayPal does not store the sensitive card information. PayPal sends the sensitive card information via secure encrypted connection to the acquiring bank. Thus, your data is safe. Transaction currency is EURO. There is no additional fee charged for bankcard transactions. However, if your card is issued in a currency other than EURO, your bank may charge a conversion fee.
CURRENCIES

Payments, as well as refunds are invoiced in Euro (EUR).

PAYMENT BY CREDIT OR DEBIT CARD

During the checkout step "payment" – please select the option "card". Possible transfer fees, as well as bank service charges, might be charged to the customer. If the customer is charged transaction fees by their bank, Zenosyne will not refund these charges. Please enter your card details on our payment site. Zenosyne uses state-of-the-art server security software with SSL encryption which provides the safe and bug-proof transmission of your card details. The order amount will be deposited on your card as a payment reservation until your order has either been sent (then the amount will be booked) or cancelled (then the payment reservation will be cancelled).

The transaction will appear on the account statement with the following name Zenosyne.com. Please contact your bank or card issuer if you have any further questions on this matter.

Why may your card be rejected?

Your card may be rejected for the following reasons: The card may have expired You may have reached your credit card limit. Please contact your bank to check the amount available for your card account. There may have been an error in filling information. Please check that all the mandatory fields are filled in correctly.

Can a legal entity be invoiced?

The answer is yes. You just need to complete the “legal entity” box in the personal data section and fill in all the required fields.

New verification process for credit card payments

Since the start of 2021, new regulations around bank account security came into effect as part of the EU Payment Services Directive (PSD2). These new measures were implemented to make your online payments even more secure. The PSD2 protects your credit card details with a process called 2-factor authentication, which requires that you verify your identity to prove that you, not someone else, is using your credit card. With the new, added security of PSD2 regulations, if someone stole your phone, computer or credit card, they will not be able to make an online payment. We invite you to find further details about the PSD2 on ecb.europa.eu. As of January 2021, banks are required to implement 2-factor authentication for online payments above a certain order value. If your are experiencing any troubles with credit card payments, we recommend you check with your bank whether your card is already registered for 2-factor authentication. If you’re not yet registered for 2-factor authentication, your bank should instruct you on how to do so. In the meantime, to avoid encountering payment issues for your Zenosyne orders, we recommend you opt for an alternative payment method, since this verification method only applies to credit cards. Please find a list of our alternative payment methods below. Please note that, depending on your bank, you may have the option to add Zenosyne to your list of trusted shops, which would ensure future purchases with us would not require additional verification. Please reach out to your bank for further information on this.

Payments by Visa or Mastercard

The system will recognize whether or not the credit card is registered on the 3-D security programs Verified by Visa or Mastercard SecureCode These are security systems that have been developed to ensure that the registered card holder and the registered online retailer are involved in the transaction. If you are a member of the 3-D Secure Program, a pop-up window will appear on your screen asking you to enter your password when making a purchase online. This window is linked to your bank and requires you to enter your SecureCode (a password that you have previously selected). Transactions can only be made by entering the correct password. If your credit card is not registered with any of these programs, the payment can be made without further authentication. For more information about the credit card security systems, please see: Verified by Visa or Mastercard SecureCode

The following applies for all payments by credit card: refunds from returns will always be charged back on to the credit card that the original order was paid for with.
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