This Refund Policy explains when and how Zelyth issues refunds for cancelled orders, returns, withdrawals, delivery problems and products that are damaged, incorrect, defective or otherwise non-conforming.
Zelyth is a brand operated by YTS Commerce, established in Belgium.
Different refund rules may apply depending on why a refund is requested. A voluntary cancellation, statutory withdrawal and legal guarantee claim are separate situations and are handled according to the rules applicable to each.
When a refund may apply
A refund may be issued where appropriate in connection with:
- a successfully cancelled order;
- a successfully cancelled part of an order;
- a valid exercise of the statutory Right of Withdrawal;
- a damaged, incorrect, defective or otherwise non-conforming product;
- a confirmed missing or undelivered product;
- an order or product cancelled by Zelyth; or
- another situation in which reimbursement is required by applicable law or expressly agreed by Zelyth.
The amount and method of reimbursement depend on the circumstances and the legal basis of the refund.
Cancelled orders
If Zelyth successfully cancels 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.
Because orders may enter fulfilment shortly after being placed, cancellation cannot always be guaranteed.
Please consult our Cancellation Policy for the complete cancellation procedure.
Partial cancellation refunds
Where only part of an order is successfully cancelled before dispatch, the refund will normally reflect the amount attributable to the cancelled products.
Shipping charges, discounts, promotional benefits and other order conditions may need to be recalculated based on the products that remain in the order.
Complimentary delivery after partial cancellation
Zelyth currently offers complimentary standard delivery on eligible standard online orders that meet the applicable €45 threshold.
The threshold is calculated on the eligible order value after discounts and before shipping.
If a customer-requested partial cancellation causes the remaining order value to fall below €45, the remaining order no longer qualifies for complimentary delivery.
The standard delivery charge applicable to the remaining order and destination may therefore be taken into account when calculating the refund resulting from the partial cancellation.
This is a recalculation of the remaining order following a voluntary pre-dispatch change requested by the customer. It is not a cancellation fee.
These rules do not replace the separate reimbursement rules that apply to a valid statutory Right of Withdrawal.
Discounts and promotional offers
Refunds are generally based on the amount actually paid for the relevant products, taking into account applicable discounts.
A product purchased for €20 after a valid discount will not normally generate a €25 refund merely because €25 was its undiscounted price.
If a partial cancellation or other voluntary order adjustment causes the remaining order to no longer meet the conditions of a discount, bundle or promotion, the applicable promotional benefit may be recalculated.
Any recalculation will relate to the actual conditions of the offer and will not be used as an unrelated refund or cancellation penalty.
Free gifts and promotional products
Some promotions may include a complimentary product, promotional gift or other benefit that depends on meeting specified purchase conditions.
If products are cancelled or returned and the remaining purchase no longer satisfies those conditions, we may ask for the promotional item to be returned where appropriate or otherwise recalculate the promotional arrangement where legally permitted.
The applicable conditions of a promotion will be considered when determining the final refund.
Nothing in a promotional condition limits mandatory statutory consumer rights.
Refunds following withdrawal
Eligible consumers may have a statutory Right of Withdrawal for online purchases.
Where that right is validly exercised, reimbursement will be handled in accordance with our Right of Withdrawal and applicable consumer law.
This generally includes reimbursement of payments that must legally be reimbursed, including the applicable cost of the least expensive standard outbound delivery method where required.
Where a consumer expressly selected a more expensive delivery method than the least expensive standard delivery offered, any additional cost resulting from that choice does not necessarily have to be reimbursed.
Return costs for change-of-mind withdrawals
Where you exercise the statutory Right of Withdrawal simply because you have changed your mind, the direct cost of returning the goods is generally your responsibility where this has been communicated in advance and applicable law permits it.
This should not be confused with a return required because Zelyth supplied damaged, incorrect, defective or otherwise non-conforming goods.
Please consult our Right of Withdrawal before sending a change-of-mind return.
When we may wait before issuing a withdrawal refund
Where permitted by law for a withdrawal involving goods, Zelyth may withhold reimbursement until we have received the returned goods or until you provide evidence that you have sent the goods back, whichever occurs first.
This does not mean that Zelyth may delay reimbursement indefinitely.
Partial withdrawal
If you withdraw from only part of an order, the refund will be calculated in relation to the products concerned and any delivery costs that must legally be reimbursed in the circumstances.
A partial withdrawal does not automatically result in reimbursement of the entire original delivery charge where that charge would still have been payable for the products you keep.
Partial statutory withdrawals are handled according to applicable consumer law rather than the voluntary pre-dispatch cancellation rules described elsewhere in this Policy.
Condition of returned products
During the statutory withdrawal period, a consumer may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functioning.
If handling goes beyond what is reasonably necessary for that purpose, the consumer may be responsible for a resulting reduction in value where permitted by applicable law.
Any deduction for diminished value will depend on the actual circumstances and will not be imposed merely because a product has been removed from ordinary transport packaging.
Original packaging
Where reasonably possible, we recommend returning products with their original product packaging, accessories and included materials.
The absence of ordinary original packaging does not automatically eliminate a statutory Right of Withdrawal.
However, unnecessary damage, missing components or excessive handling may be relevant when determining any legally permitted reduction in value.
Damaged products
If a product arrives damaged, please contact Zelyth Customer Care as soon as reasonably possible.
Please do not treat transport damage automatically as an ordinary change-of-mind return.
We may ask you to provide photographs of the product, external parcel, shipping label and internal packaging where reasonably necessary to investigate the issue.
Zelyth will handle the matter with the relevant fulfilment or delivery partner where necessary. You are not required to resolve our carrier claim on our behalf.
A request for reasonable supporting information does not reduce any mandatory rights available to you.
Incorrect products
If you receive a product different from the product you ordered, please contact Customer Care.
Where the error is attributable to Zelyth or our fulfilment process, you will not be required to bear the necessary cost of correcting that error.
Depending on the circumstances and your applicable legal rights, an appropriate remedy may include replacement, return at our expense, reimbursement or another legally appropriate solution.
Missing products
If an item that should have been included in your shipment is missing, please contact Customer Care.
We may first review the order, fulfilment records, shipment information and other relevant information to determine what occurred.
If an item is confirmed as not having been supplied, we will provide an appropriate remedy, which may include sending the missing product or issuing the applicable refund where appropriate.
Lost or undelivered orders
If tracking indicates an unusual delay or your shipment appears to have been lost, please contact Zelyth rather than relying solely on the carrier to resolve the matter.
Where appropriate, we will initiate or manage the necessary investigation with our fulfilment or delivery partner.
If an order is confirmed as lost or otherwise not delivered and reimbursement is the appropriate remedy, the applicable refund will be issued in accordance with your legal rights and the circumstances of the order.
Defective or non-conforming products
Consumers have mandatory rights where goods are defective or otherwise do not conform to the purchase agreement.
These rights are separate from the voluntary cancellation procedure and the statutory Right of Withdrawal.
Where the statutory legal guarantee applies, the appropriate remedy depends on the circumstances and applicable law. This may include repair or replacement and, where the legal conditions are satisfied, an appropriate price reduction or termination of the contract with reimbursement.
Zelyth will not require a consumer to use the ordinary change-of-mind withdrawal procedure instead of exercising applicable legal guarantee rights.
Legal guarantee
Consumers purchasing eligible goods from Zelyth benefit from the mandatory legal guarantee provided by applicable consumer law.
For new consumer goods, the Belgian statutory conformity guarantee generally covers lack of conformity that becomes apparent within two years from delivery.
Mandatory legal guarantee rights cannot be excluded or reduced by this Refund Policy.
Please contact Zelyth Customer Care if you believe a product is defective or otherwise non-conforming.
Sale and promotional products
Products purchased during a sale, with a discount code or as part of a promotion are not excluded from mandatory consumer rights merely because they were discounted.
Where a statutory withdrawal applies, it continues to apply subject to its normal legal conditions and exceptions.
Where a discounted product is non-conforming, the applicable legal guarantee rights also continue to apply.
Any refund will normally be based on the amount actually paid for the affected product rather than its previous or undiscounted selling price.
Essential oils, incense and similar products
Essential oils, incense, aromatic products and similar product categories are not automatically classified as non-refundable merely because they belong to those categories.
Any statutory exception to the Right of Withdrawal will only be applied where the legal requirements for that exception are actually satisfied.
Where no statutory exception applies, the ordinary withdrawal rules remain applicable.
Use, consumption, burning or handling beyond what is reasonably necessary to inspect a product may affect its value and may therefore be relevant to a withdrawal refund where permitted by law.
None of these provisions limits applicable rights relating to a genuinely defective or non-conforming product.
Crystals and natural products
Crystals, minerals and other natural materials may naturally vary in colour, markings, shape, pattern, dimensions and texture.
A reasonable natural variation from representative imagery does not by itself necessarily mean that a product is defective or non-conforming.
However, natural variation does not remove an otherwise applicable statutory Right of Withdrawal.
It also does not prevent a consumer from exercising applicable legal rights where a product is genuinely damaged, defective or materially inconsistent with its description.
Returns that are not required
In some circumstances, Zelyth may determine that physically returning a product is unnecessary before providing an appropriate remedy.
This may occur, for example, where the condition of a damaged product has been sufficiently established and returning it would be disproportionate.
Whether a return is required will be determined by Zelyth based on the circumstances and applicable law.
Please do not dispose of, use or permanently alter a product for which you are requesting a remedy unless Zelyth confirms that doing so is appropriate.
Gift cards and store credit
Zelyth gift cards, vouchers and store credit are not redeemable or exchangeable for cash merely at the holder’s request, except where applicable law requires otherwise.
Where a purchase was paid wholly or partly using a Zelyth gift card, voucher or store credit, any applicable refund may be returned to the corresponding original payment method or balance to the extent appropriate.
For example, where an order was paid partly by card and partly by gift card, a refund may be allocated between those original payment methods as appropriate.
Store credit offered voluntarily as a goodwill solution does not entitle the holder to demand its cash value unless expressly agreed or required by law.
Zelyth will not use gift cards or store credit to replace a monetary refund where applicable law requires a different form of reimbursement.
How refunds are paid
Refunds will normally be issued using the same payment method used for the original transaction, unless another method is expressly agreed and legally permitted.
Where an order was paid using more than one payment method, the refund may be allocated between those methods as appropriate.
We do not normally issue a cash payment in exchange for a refund that should properly be returned to the original electronic payment method.
Refund currency
Zelyth processes orders and refunds in euros (EUR).
The amount refunded by Zelyth will therefore be denominated in EUR.
If your bank, card issuer or payment provider performs a currency conversion, differences caused by exchange rates or external conversion charges may be outside Zelyth’s control.
This does not permit Zelyth to deduct amounts that we are legally required to reimburse.
Refund processing time
Once Zelyth has determined that a refund is due, we will initiate the reimbursement without undue delay and within any applicable statutory deadline.
Statutory withdrawal refunds are subject to the specific timing rules described in our Right of Withdrawal.
After a refund has been initiated by Zelyth, your bank, card issuer, Klarna or other payment provider may require additional time to process and display the transaction.
Processing time within an external financial institution is outside Zelyth’s direct control.
Refused and unclaimed parcels
Refusing a delivery, ignoring delivery attempts or failing to collect a parcel does not automatically create a refund request and does not by itself constitute an unambiguous exercise of the statutory Right of Withdrawal.
If you wish to exercise your Right of Withdrawal, you should communicate that decision to Zelyth using a legally valid method as described in our Right of Withdrawal.
Parcels returned because they were refused, unclaimed or undeliverable will be assessed according to the circumstances, our Shipping Policy, our Right of Withdrawal, our Terms of Service and applicable law.
Incorrect delivery information
Customers are responsible for providing complete and accurate delivery information when placing an order.
Where a shipment is returned or additional costs arise directly because the customer supplied an incorrect or materially incomplete address, reasonable costs resulting from that error may be taken into account where permitted by applicable law.
This does not apply where the delivery problem resulted from an error attributable to Zelyth, our fulfilment process or the carrier rather than information supplied by the customer.
Chargebacks and payment disputes
If you believe that you are entitled to a refund or that there is a problem with a payment, we encourage you to contact Zelyth Customer Care first.
This often allows us to investigate the order and resolve genuine problems more quickly.
Contacting us first does not waive or restrict any mandatory rights or payment dispute rights available to you.
Business and wholesale purchases
Business, wholesale, recurring or individually negotiated commercial orders may be subject to separate return, cancellation and refund arrangements agreed as part of the relevant transaction.
Consumer protections that apply specifically to consumers do not automatically apply to purchases made for professional or business purposes.
Where an individual purchaser legally qualifies as a consumer, mandatory consumer rights are not removed merely because an order is large or requires an individual delivery arrangement.
Relationship with our other policies
This Refund Policy should be read together with our Terms of Service, Shipping Policy, Cancellation Policy and Right of Withdrawal.
In particular:
- Cancellation Policy explains requests to stop or modify an order before dispatch;
- Right of Withdrawal explains the statutory consumer procedure for changing your mind about an eligible distance purchase;
- Shipping Policy explains delivery, tracking, undeliverable parcels and transport issues; and
- Terms of Service contain the broader contractual conditions governing purchases through Zelyth.
Nothing in these policies excludes or limits rights that cannot legally be excluded or limited.
Contact
If you believe that you are entitled to a refund, please contact Zelyth Customer Care through our official support channels.
Email: [ZELYTH EMAIL TO BE ADDED]
Online: Contact Form on zelyth.com
Please include your order number, the email address associated with the order and a clear description of the issue.
Where relevant, photographs or other reasonable supporting information may help us investigate the matter.
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.
Messages may be submitted outside Customer Care hours and will be reviewed when Customer Care is available. We normally aim to respond within approximately 24–48 hours, although this may take longer during busy or exceptional periods.
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 standard returns address. Do not send products to this address unless Zelyth expressly instructs you to do so.