Refund policy

1. Personalised items

We do not refund personalised items if they have been produced correctly according to the information, text, names, images or other personalisation details provided by the customer.

For personalised items, we may offer a replacement where appropriate. Please contact us via support@zimeo.uk.

This does not affect your statutory rights if an item is faulty, damaged, defective or not as described.

2. Cancellation rights for consumers

A consumer is a natural person who enters into a contract for purposes that are mainly outside their trade, business, craft or profession.

If you are a consumer, you generally have the right to cancel a distance contract within 14 days without giving any reason.

3. Cancellation period

The cancellation period is 14 days from the day on which you, or a third party appointed by you who is not the carrier, receive the goods.

If you ordered several goods in one order and they are delivered separately, the cancellation period starts on the day on which you, or a third party appointed by you who is not the carrier, receive the last item.

4. How to cancel

To exercise your cancellation right, you must inform us by making a clear statement, for example by post or email.

You can contact us at:

JS E-Commerce GmbH
Kölner Straße 3
65760 Eschborn
Germany
Email: support@zimeo.uk

You may use the model cancellation form below, but this is not required.

You can also submit a clear cancellation statement via our website at: https://zimeo.uk/

If you use this option, we will confirm receipt of your cancellation, for example by email.

To meet the cancellation deadline, it is sufficient for you to send your cancellation notice before the 14-day cancellation period has expired.

5. Effects of cancellation

If you cancel the contract, we will refund all payments received from you, including standard delivery costs, if applicable.

We will not refund any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us.

We will make the refund without undue delay and no later than 14 days from the day on which we receive your cancellation notice.

We will use the same payment method you used for the original transaction, unless expressly agreed otherwise. You will not be charged any fees for the refund.

We may withhold the refund until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is earlier.

6. Returning the goods

You must send back or hand over the goods without undue delay and no later than 14 days from the day on which you informed us of your cancellation.

The deadline is met if you send the goods before the 14-day period has expired.

You bear the direct cost of returning the goods.

You are only responsible for any reduction in the value of the goods if this results from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

7. Exclusion of cancellation rights for personalised products

The cancellation right does not apply to goods that are not prefabricated and are made on the basis of an individual choice or decision by the consumer, or goods that are clearly personalised.

This applies in particular to products made with:

  • personalised names;
  • individual text;
  • specific dates;
  • uploaded photos or images;
  • customer-selected designs;
  • other personalisation details provided during the order process.

For these products, cancellation is not available simply because the customer changes their mind, ordered by mistake, or provided incorrect personalisation details.

8. Faulty, damaged or incorrect items

The exclusion for personalised items does not affect your statutory rights if the item is faulty, damaged, defective or not as described.

If you receive an item that is faulty, damaged or incorrectly produced, please contact us via support@zimeo.uk.

We may ask you to provide photos of the item and packaging so that we can review the issue.

Where a complaint is justified, we may offer a replacement, reproduction, repair, refund or another solution in accordance with applicable law.

9. Customer input errors

For personalised products, the customer is responsible for checking the information and content provided during the order process.

We do not offer refunds for personalised items that were produced correctly based on incorrect information provided by the customer, such as:

  • misspelled names;
  • incorrect dates;
  • incomplete text;
  • wrong image upload;
  • wrong colour, format or design choice.

Where possible, we may offer a voluntary solution, such as a replacement or reproduction on agreed terms. This does not create a legal obligation to do so.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To:

JS E-Commerce GmbH
Kölner Straße 3
65760 Eschborn
Germany
Email: support@zimeo.uk

I/we hereby give notice that I/we cancel my/our contract for the purchase of the following goods:

 

Ordered on:

 

Received on:

 

Name of consumer:

 

Address of consumer:

 

Date:

 

Signature of consumer (only if this form is submitted on paper):