This Cancellation Policy explains how you can request the cancellation or modification of an order placed through zelyth.com before it has been dispatched.
Zelyth is a brand operated by YTS Commerce, established in Belgium.
Because orders may enter processing shortly after they are placed, cancellation requests should be submitted as soon as possible. We will always try to assist, but cancellation cannot be guaranteed once fulfilment has started.
Cancellation and withdrawal are different
An order cancellation is an operational request asking Zelyth to stop an order before it is dispatched.
It is separate from the statutory Right of Withdrawal available to eligible consumers.
If we are unable to stop an order before dispatch, this does not remove or reduce any statutory right of withdrawal or other mandatory consumer right that may apply to your purchase.
Please consult our Right of Withdrawal for information about exercising your statutory withdrawal rights.
Requesting a cancellation
If you wish to cancel an order, please contact Zelyth Customer Care as soon as possible after placing it.
Your request should include sufficient information for us to identify the order, preferably:
- your name;
- your order number;
- the email address associated with the order; and
- whether you wish to cancel the entire order or specific products.
Cancellation requests can be submitted through our official Contact Form or by email.
Email: [ZELYTH EMAIL TO BE ADDED]
No guaranteed cancellation window
Zelyth does not operate a guaranteed cancellation window such as one or two hours after an order is placed.
Our fulfilment process can begin shortly after an order is received. The possibility of cancelling an order therefore depends on its actual fulfilment status when your request reaches us.
We will make a reasonable attempt to stop the order where operationally possible.
Orders already being processed
An order showing a processing status is not necessarily impossible to cancel.
If fulfilment has not progressed too far, we may still be able to stop or modify the order.
However, because processing may occur quickly and involve external fulfilment and logistics systems, we cannot guarantee that a cancellation or modification request can still be carried out.
Orders already dispatched
Once an order has been dispatched or can no longer reasonably be stopped within the fulfilment process, it can no longer be cancelled through our pre-dispatch cancellation procedure.
If you are an eligible consumer, you may instead exercise your statutory Right of Withdrawal where applicable.
A failed cancellation request does not affect any mandatory consumer rights that apply after dispatch or delivery.
Successful full cancellation
If we successfully cancel your entire order before dispatch, the amount paid for the cancelled order will be refunded in full.
This includes any standard shipping charge paid for that order.
Zelyth does not charge a cancellation fee for a successfully cancelled standard online order.
Partial cancellation
If your order contains multiple products, you may request cancellation of only part of the order.
Partial cancellation is possible only where the fulfilment process still allows the relevant products to be removed from the order.
If a partial cancellation is successful, we will refund the amount attributable to the successfully cancelled products, subject to any necessary recalculation of shipping charges, discounts and promotional conditions for the remaining order.
Complimentary delivery after partial cancellation
Complimentary standard delivery is currently available on eligible standard online orders that meet the applicable €45 threshold.
This threshold is based on the eligible order value after discounts and before shipping.
If you request a partial cancellation and the remaining order value falls below the €45 complimentary delivery threshold, the remaining order no longer qualifies for complimentary delivery.
In that situation, the standard shipping charge applicable to the remaining order and delivery country may be taken into account when calculating the refund resulting from your requested partial cancellation.
For example, if an order originally qualified for complimentary delivery but, following a customer-requested partial cancellation, the remaining eligible order value falls below €45, the normal delivery charge for that remaining order may become payable.
Any such recalculation relates only to a voluntary pre-dispatch partial cancellation requested by the customer. It does not alter the reimbursement rules that apply when a consumer validly exercises a statutory Right of Withdrawal.
Discounts and promotions after partial cancellation
Discounts, promotional codes, gifts, bundles and other offers may be subject to minimum order values, quantities or other eligibility requirements.
If a customer-requested partial cancellation causes the remaining order to no longer satisfy the conditions of a promotion, the promotion may be recalculated accordingly.
This may affect the amount refunded for the cancelled products.
For example, where a discount required a minimum qualifying order value and the remaining order falls below that value after a requested partial cancellation, the discount may be recalculated based on the products that remain in the order.
We will not use this provision to impose an unrelated cancellation penalty. Any recalculation will reflect the conditions of the original shipping offer, discount or promotion.
Changing an order
If you selected the wrong product, quantity or variation, please contact Customer Care as soon as possible.
Where operationally possible, we may be able to adjust the order before dispatch.
Changes cannot be guaranteed once fulfilment has started.
Depending on the requested change and the status of the order, it may be necessary to cancel an eligible item or order and place a new order instead.
Changing the delivery address
Customers are responsible for checking that their delivery address is complete and correct before placing an order.
If you notice an address error after ordering, contact Customer Care immediately.
We will attempt to correct the address where operationally possible, but we cannot guarantee an address change once processing or fulfilment has begun.
Where permitted by applicable law, reasonable additional costs directly caused by incorrect or incomplete delivery information supplied by the customer may remain the customer’s responsibility.
Please also consult our Shipping Policy for further information about delivery addresses and undeliverable parcels.
Duplicate or accidental orders
If you accidentally place the same order more than once or otherwise place an order in error, contact Customer Care as soon as possible.
We will attempt to stop the unintended order where fulfilment status still allows us to do so.
The same cancellation conditions described in this Policy apply.
Cancellation by Zelyth
In exceptional circumstances, Zelyth may need to cancel an order or part of an order before fulfilment.
This may occur, for example, where:
- a product becomes unexpectedly unavailable;
- we are unable to fulfil or deliver the order as agreed;
- there is an obvious pricing, product information or technical error;
- payment cannot be successfully authorised or verified;
- reasonable fraud or security checks identify an issue requiring cancellation;
- the delivery address falls outside an available delivery area;
- applicable law prevents us from completing the transaction; or
- another legitimate operational reason makes fulfilment impossible.
Where Zelyth cancels an order or product for which payment has already been received, the amount paid for the affected order or product will be refunded.
If we cancel the entire order, any standard delivery charge paid for that order will also be refunded.
No cancellation fee will be charged where Zelyth cancels the order.
Obvious pricing errors
We take reasonable care to ensure that product and pricing information is accurate.
If an obvious pricing error is identified before fulfilment, we may contact you before proceeding.
Depending on the circumstances, you may be given the opportunity to confirm the purchase at the correct price, or the affected order may be cancelled and the corresponding payment refunded.
Zelyth will not simply charge an increased corrected price to your payment method without your agreement.
Refunds following a successful cancellation
Once a cancellation has been successfully completed, the applicable refund will normally be issued to the original payment method.
We will initiate the refund without undue delay after the successful cancellation has been confirmed.
After a refund has been issued by Zelyth, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.
Such external processing times are outside Zelyth’s direct control.
Refusing or not collecting a parcel
Refusing delivery, failing to respond to delivery attempts or failing to collect a parcel is not the same as successfully cancelling an order before dispatch.
It also does not by itself constitute an unambiguous exercise of the statutory Right of Withdrawal.
If you wish to withdraw from an eligible consumer purchase, you should communicate your decision to Zelyth in accordance with our Right of Withdrawal.
Undeliverable or unclaimed shipments are handled in accordance with our Shipping Policy, Terms of Service and applicable law.
Right of Withdrawal
This Cancellation Policy does not replace, restrict or shorten any statutory Right of Withdrawal available to consumers.
If your order has already progressed too far for us to stop it, an eligible consumer may still exercise the statutory Right of Withdrawal in accordance with the applicable legal requirements.
Please consult our dedicated Right of Withdrawal for the applicable procedure, time limits, return arrangements and reimbursement rules.
Damaged, incorrect or non-conforming products
Cancellation is also separate from your rights where goods are damaged, incorrect, defective or otherwise non-conforming.
If there is a problem with the product or delivery itself, please contact Customer Care so that the matter can be handled under the appropriate consumer rights rather than as a voluntary pre-dispatch cancellation.
Nothing in this Cancellation Policy limits any mandatory legal guarantee or other consumer remedy.
Large and bulk orders
Standard online delivery is intended for orders within the limits described in our Shipping Policy.
Orders exceeding our standard online shipping limit require prior contact with Customer Care so that delivery arrangements and any applicable charges can be agreed before the order is concluded.
Cancellation conditions for individually arranged large, business or wholesale orders may depend on the specific agreement made before the order is concluded.
A consumer does not lose mandatory consumer rights merely because an order is large or requires an individual delivery arrangement.
Business and wholesale purchases
The voluntary cancellation arrangements described for standard consumer orders do not automatically apply in the same way to individually negotiated business or wholesale purchases.
Separate cancellation conditions may be agreed for business, wholesale, custom or individually arranged commercial orders.
Any such conditions will be communicated or agreed as part of the relevant commercial arrangement.
Contact
To request cancellation or modification of an order, contact Zelyth Customer Care as soon as possible.
Email: [ZELYTH EMAIL TO BE ADDED]
Online: Contact Form on zelyth.com
Please include your order number and the email address associated with the order so that we can identify your purchase quickly.
Customer Care hours:
Monday–Wednesday: 12:00–20:00
Thursday–Friday: 10:00–17:00
Saturday–Sunday: 10:00–14:00
Customer Care hours are based on Belgian local time (CET/CEST). Customer Care is closed on Belgian public holidays and may occasionally operate reduced hours or close during exceptional periods.
Cancellation requests can still be submitted outside Customer Care hours. They will be reviewed when Customer Care is available, but submitting a request does not itself guarantee that fulfilment can still be stopped.
Zelyth / YTS Commerce
Minister Delbekelaan 54
2170 Merksem
Belgium
Enterprise number: 1013.642.278
VAT number: BE 1013.642.278
Please note: our registered office is not a customer service desk or standard returns address. Do not send products to this address unless Zelyth expressly instructs you to do so.