Refunds and returns policy

Consumer Rights and Withdrawal Policy

Consumers in the European Union have the legal right to withdraw from a contract within fourteen days without providing a reason. A “consumer” is defined as any natural person entering into a transaction for purposes outside of their primary commercial or independent professional activities (in accordance with § 13 BGB).

Withdrawal Instructions

You may withdraw from this contract within fourteen days, starting from the day you or a third party (other than the carrier) designated by you takes possession of the final item in your order.

To exercise your right of withdrawal, please inform us (ZT Outdoor Living GmbH, [email protected]) of your decision by submitting a clear written statement (such as an email). Upon receipt, we will confirm your withdrawal (e.g., by email). To meet the withdrawal deadline, it is sufficient to send your withdrawal notice before the fourteen-day period expires.

Consequences of Withdrawal

Refunds will be processed promptly and no later than fourteen days after we receive the returned goods. The product must be returned in its original packaging, unopened, and unaltered in any way.

The refund will be issued using the same payment method you used for the original transaction, unless otherwise agreed. We reserve the right to delay the refund until we have received the returned items.

To arrange for return shipping, please contact us at [email protected] for the return address and further instructions.

The standard delivery warehouse is ZT Outdoor Living GmbH, Schnorrstraße 70, DE-01069 Dresden, Germany, but please contact us by e-mail at [email protected] for the return address of your specific order.

You may be held responsible for any decrease in value due to handling beyond what is necessary to verify the nature, characteristics, and functioning of the items. We reserve the right to deduct costs for any diminished value from the refund.  ZT Outdoor Living GmbH is not liable for indirect, incidental, or consequential damages arising from the use or inability to use our products, except as required by applicable law.

Withdrawal Policy for Custom-Made Products

Exclusion of Right of Withdrawal

For contracts related to custom-made products, where items are produced based on individual consumer specifications or tailored to specific needs, the right of withdrawal does not apply. This includes, but is not limited to, custom-made pergolas, storage boxes, and accessories like screens, slats, glass walls, louver walls, or sliding glass or another elements.

Product Complaints

If you discover any defects in your custom-made product, you retain your statutory warranty rights. Please reach out to our support team at [email protected], and we will work with you to resolve the issue.

Tolerance Levels

For  pergolas, a tolerance of ±20 mm in measurements may apply.

Cancellation Due to Extended Delivery Times

For custom orders experiencing significantly extended delivery times beyond the initially indicated estimate, you have the right to cancel the purchase. If the actual delivery time is four times the estimated duration shown on the product page or longer, you are entitled to cancel. For example, if the product page indicates a lead time of 2 weeks but the actual delivery takes 8 weeks or longer, you may cancel the order. In such cases, please contact our support team at [email protected] to initiate the cancellation.

Updates and changes in terms and conditions

ZT Outdoor Living GmbH reserves the right to change and update the returns policy, terms of service and any other legal information in accordance with changes in legislation or internal company rules.