REFUND, RETURNS AND CANCELLATION POLICY
Last updated: 18 September 2026
These rules are subject to mandatory consumer rights in the consumer’s country of habitual residence. Where local mandatory withdrawal, refund, guarantee or other consumer-protection requirements provide greater protection, those requirements prevail.
This policy explains cancellation, withdrawal, returns and refunds for purchases from ZeroMarket OÜ through zero-shop.xyz. It does not limit mandatory consumer rights.
5.1 Contact before returning
Email support@zero-shop.xyz with:
• your name;
• order number;
• the product or service concerned;
• whether you are withdrawing, reporting a defect or requesting cancellation;
• relevant details and, where useful, photos.
Do not send goods to a supplier or partner unless we instruct you to do so. Unless we confirm another return location, the return address is:
ZeroMarket OÜ
Keskallee 7, Järve linnaosa, Kohtla-Järve linn, Ida-Viru maakond, 30322, Estonia
5.2 Consumer right to withdraw within 14 days An EU/EEA consumer generally has the right to withdraw from a distance contract within 14 days without giving a reason.
For goods, the period normally begins on the day the consumer or a designated third party other than the carrier receives the goods. For multiple goods delivered separately, the period normally begins on receipt of the last item, lot or piece as provided by law.For services, Gift Cards and other contracts not involving delivery of goods, the period normally begins when the contract is concluded.
To meet the deadline, send an unambiguous withdrawal notice before the 14-day period expires. You may use the model form at the end of this policy, but it is not compulsory. If legally required withdrawal information was not provided, the period may be extended as provided by law.
5.3 Returning goods after withdrawal
After notifying us of withdrawal, return the goods without undue delay and no later than 14 days after sending the withdrawal notice, unless we agree to collect them.
The consumer bears the direct cost of a standard withdrawal return unless:
• we agreed to bear it;
• the product was defective, incorrect or damaged in transit;
• the return information provided before purchase did not lawfully inform the consumer of that cost;
• applicable law requires us to bear it.
Use suitable packaging and retain proof of dispatch. You may inspect goods as you reasonably could in a physical shop. You are responsible only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Original packaging is helpful but is not an absolute condition of statutory withdrawal. A deduction may be made only where lawful and supported by actual diminished value.
5.4 Refund timing and method
Following valid withdrawal, we refund payments received under the withdrawn contract, including the cost of the least expensive standard delivery option offered, no later than 14 days after receiving the withdrawal notice.
For goods, we may withhold the refund until we receive the goods or the consumer supplies evidence of having returned them, whichever occurs first.Refunds are made using the original payment method unless another method is expressly agreed and does not cause fees to the consumer.
Additional cost caused by the consumer choosing a more expensive delivery method than our least expensive standard option is not refundable unless required by law.
Where an order was paid partly with Zero Shopping Points, the cash-paid portion is refunded to the original payment method and the Points used for the returned item are normally restored to the same account. See the Gift Card and Zero Shopping Points Terms.
5.5 Exceptions to the 14-day withdrawal right
The withdrawal right does not apply where a statutory exception applies, including, where relevant:
• goods made to the consumer’s specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods unsuitable for return for health-protection or hygiene reasons after unsealing;
• goods inseparably mixed with other items after delivery;
• sealed audio, video or computer software after unsealing where the legal exception applies;
• services fully performed during the withdrawal period after the consumer’s prior express request and acknowledgment of losing the right upon full performance;
• digital content supplied immediately without a tangible medium after the consumer’s prior express consent and acknowledgment of losing the right;
• accommodation, transport of goods, vehicle rental, catering or leisure services for a specific date or period where the statutory exception applies;
• other cases expressly excluded by applicable law.
An exception is applied only where its legal conditions are met and does not remove rights relating to defects or non-conformity.
5.6 Cosmetics, personal-care, food and health-related products
Sealed cosmetics, personal-care or hygiene products may be returned under the withdrawal right if the seal remains intact and the product is otherwise returnable. Once a qualifying hygiene or health-protection seal is broken, withdrawal may be excluded.Food or other rapidly perishable products may be excluded from withdrawal. A product that is defective, unsafe, incorrectly supplied or not as described remains subject to statutory remedies regardless of a withdrawal exception.
5.7 Clothing and ordinary goods
Clothing may be tried on only as reasonably necessary to assess fit and characteristics. Returned items should be clean, unworn beyond fitting, and free from damage, odour or contamination. Tags and packaging should be preserved where reasonably possible. Statutory rights are not lost solely because packaging was opened.
5.8 Services, training and events
You may withdraw from a service contract during the applicable 14-day period. If you expressly requested that performance begin during that period and later withdraw before completion, we may charge a proportionate amount for the service actually supplied where permitted by law.
If a service has been fully performed after the legally required express request and acknowledgment, the withdrawal right may be lost. A dated course, event or leisure activity may be subject to a statutory exception or a clearly disclosed cancellation schedule.
If we cancel a paid service or cannot provide it, we will offer rescheduling where appropriate or refund the affected amount.
5.9 Digital content
For digital content delivered immediately without a physical medium, checkout must obtain any express consent and acknowledgment required before the statutory withdrawal right can be lost. If those steps are not completed, mandatory withdrawal rights remain.
5.10 Gift Cards and Zero Shopping Points
An online Gift Card purchase is generally subject to a 14-day withdrawal period from contract conclusion unless a lawful exception applies.If associated Points have not been used, we cancel them and refund the Gift Card purchase price after valid withdrawal. If immediate activation was expressly requested and Points were used, the refund will be handled under mandatory law and the Gift Card and Zero Shopping Points Terms.
Outside a statutory or expressly promised refund right, Points cannot be withdrawn or exchanged for cash, cryptocurrency or another currency.
5.11 Defective, damaged or incorrect goods
Contact us promptly if goods are defective, damaged in transit, incorrect or not as described. Provide the order number and a description. We may reasonably request photographs or inspection, but will not impose unreasonable evidence requirements.
Where a lack of conformity exists, statutory remedies may include repair, replacement, price reduction, contract termination and refund. We bear reasonable return or collection costs for a valid non-conformity claim as required by law. For consumer goods, a complaint may be made within the statutory period, including the two-year period under Estonian consumer sales law. Rights may be longer under applicable mandatory law or a commercial warranty.
5.12 Order cancellation before dispatch
Contact us as soon as possible. If the order has not been dispatched or performance has not started, we will normally cancel it and refund the captured payment. If dispatch has already occurred, use the withdrawal and return process. Cancellation of personalised or time-specific products may be restricted where a lawful exception applies.
5.13 Failed delivery and uncollected parcels
If a parcel is returned because the customer supplied an incorrect address or failed to collect it without a justified reason, we may deduct or request reasonable, evidenced additional delivery or return costs where permitted by law. This does not affect rights where delivery failure was caused by us or the carrier for whom we are responsible.
5.14 ChargebacksPlease contact us first so we can investigate and resolve the issue. Nothing in this policy removes a lawful right to dispute an unauthorised or incorrectly processed payment. Fraudulent or abusive chargebacks may lead to account restrictions and recovery of properly owed amounts.
5.15 Complaints
Send complaints to support@zero-shop.xyz. If an Estonian consumer dispute remains unresolved, the consumer may contact the Consumer Disputes Committee: https://www.ttja.ee/en/consumer-disputes-committee.
5.16 Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract. You may also send any other clear withdrawal statement.
To: ZeroMarket OÜ, Keskallee 7, Järve linnaosa, Kohtla-Järve linn, Ida-Viru maakond, 30322, Estonia; support@zero-shop.xyz
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods / provision of the following service: Ordered on / received on:
Order number:
Name of consumer(s):Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
Delete as appropriate.
INTERNAL PUBLICATION CHECKLIST
— DO NOT PUBLISH AS A
CUSTOMER POLICY
Company and footer
• Replace every reference to Comity Shop OÜ with ZeroMarket OÜ where ZeroMarket is now the contracting seller and controller.
• Replace the old address with: Keskallee 7, Järve linnaosa, Kohtla-Järve linn, Ida-Viru maakond, 30322, Estonia.
• Display registry code 17576483.• Correct the visible maria@zero-shop.xyz and support@zero-shop.xyz mail
links: the live page currently displays the new addresses but the underlying mailto: links still point to @thecomity.com.
• Update the footer copyright year and add links to all five policies plus a persistent Cookie Settings control.
Checkout and contract evidence
• Show the seller’s legal identity, total price, taxes, delivery charge, delivery estimate and withdrawal information before the order is placed.
• Use an order button that clearly communicates a payment obligation.
• Provide the order confirmation and applicable terms by email or another durable medium.
• Store the Terms version accepted with each order.
• Identify clearly if any product is sold by a third-party seller rather than ZeroMarket OÜ.
Gift Card and Points configuration
• Show before purchase the Gift Card price, currency, exact Points credit, validity/expiry and the 50% maximum-use rule.
• Default drafted rule: purchased Points remain valid for five years with no inactivity fee. Confirm this commercial choice before launch.
• At checkout show separately: product price, Zero Shopping Points applied / gift-card component, cash/card amount, delivery and tax.
• Do not market Points as an investment, asset, currency, crypto, earnings opportunity or product expected to appreciate.
• Do not say “non-refundable in all circumstances”. Preserve mandatory withdrawal, defect and refund rights.
• Ensure returned orders restore Points and refund the externally paid portion consistently with these policies.
• Obtain a focused Estonian regulatory review of the final operational flow. Calling a product a Gift Card or Points does not by itself determine whether payment-services, voucher, tax or other financial regulation applies; actual functionality controls.
Cookie compliance
• Install or configure a consent platform that blocks optional tags until consent.• Make Reject optional as easy as Accept optional.
• Keep necessary cookies separate from analytics and marketing.
• Add a live cookie scan and replace the indicative table with the exact cookie name, provider, purpose and duration.
• Re-scan after adding Stripe elements, analytics, Meta/Google tags, chat, embedded media, newsletter tracking or new WordPress plugins.
Product-specific checks
• Mark sealed hygiene/health products appropriately and use tamper-evident seals if relying on the withdrawal exception.
• Clearly identify perishable goods, personalised goods, digital content and dated training/events.
• For immediate services or digital content, obtain the legally required express request/consent and acknowledgment; a pre-ticked box is not sufficient.
• Ensure product claims for cosmetics, supplements, food and health-related items comply with applicable product and advertising rules.
Operational details to confirm
• actual return warehouse/address if different from the registered office;
• countries served and delivery estimates;
• whether prices include VAT and whether ZeroMarket OÜ has a VAT number to display;
• exact payment providers and their privacy links;
• exact hosting, email/newsletter, analytics and fraud-prevention providers;
• customer-support response workflow;
• whether any marketplace partner is a separate seller;
• whether promotional Points have a different expiry from purchased Points