Refund policy
Return Period
At ZELAE, we want your experience to be safe and transparent.
If you need to return an item, you have 14 calendar days from the date of delivery to request a return.
The item must be in the same condition in which you received it:
• unused
• with the original tags
• and in its original packaging
You will also need the receipt or proof of purchase.
How to Request a Return
To start the process, write to us at:
📧 hello@zelaecompany.com
Returns must be sent to:
Tikuna Innovations, Sociedad Limitada
Avenida de la Industria
28760, Tres Cantos. Madrid
Once your request has been approved, we will send you the shipping label and instructions on how to complete the return.
Items sent back without first requesting a return will not be accepted.
Damages and Issues
Please check your order upon reception.
If you notice any defect, damage, or if you receive the wrong item, contact us immediately so we can assess the case and offer you a solution.
Items Not Eligible for Return
For reasons of hygiene, safety, or due to the nature of the product, returns are not accepted for:
• Products that have been handled after delivery.
• Gift cards.
If you have any questions about an item, please contact us before purchasing.
Exchanges
If you would like to exchange an item for another, the fastest way is to:
-
Request a return for the received item.
-
Place a new order once the refund has been processed.
Right of Withdrawal (EU)
If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 calendar days from the date of receipt of the item, without having to justify your decision.
The item must be returned in the same condition in which it was received: unused, with tags, and in its original packaging.
Refunds
Once we have received your return and inspected the item, we will notify you whether the refund has been approved.
If approved, we will process the refund using the same payment method used for the purchase, within a maximum of 10 business days.
Please note that your bank or card issuer may need additional time to display the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
hello@zelaecompany.com
