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Version 2.1 — 24 July 2025
This page was last updated on 24-07-2025.
At ZEUZ, we strive for maximum customer satisfaction. However, it may happen that an order is not entirely to your liking. In this policy, you will read how to return an item, what conditions apply, which exceptions are applicable, and how we handle special cases such as restocking fees, transport damage, and statutory return rights.
You have the right to return an item within 30 days after receiving your order. After this period, returns are no longer possible, unless there is a defect or an error on our part.
To be eligible for a refund, the returned product must meet the following conditions:
- The item is undamaged and unused
- It is in the original packaging, including labels, manuals, and accessories
- You can provide a order number or proof of purchase
- The item is carefully packaged for return shipping
Products that show signs of use, are incomplete, or are returned improperly packaged may be (partially) rejected for refund.
The following items cannot be returned:
- Gift cards
- Personal care products such as resistance bands, yoga mats, and lifting straps, if the packaging is opened or damaged
- Sale items or products with a temporary discount promotion, unless they are defective or incorrectly delivered
- Custom or personalized products, such as printed clothing or custom-made gear
If a free gift was included with the order (for example via a promotion), this item must be returned if the entire order is sent back. Without the return of the gift, its value will be deducted from the refund amount.
You can easily register your return via the ZEUZ Return Portal, where you enter your order number and email address. Then you select the item, the reason for return, and a shipping method.
- The shipping costs for returns are automatically calculated in the portal.
- Unless the product is defective or incorrectly delivered, these costs are borne by the customer.
After receipt and inspection of the return shipment, we will send you a confirmation. We process returns and refunds as quickly as possible, and no later than 14 days after receipt of the returned items. The amount will be refunded via the same payment method used for the original order.
➡ Go directly to our return portal: ZEUZ Return Portal
For some items, a restocking fee of 5% of the purchase amount applies. This is applicable in the following cases:
- Products from Concept2 and Assault Fitness, regardless of the reason for return, provided they are not defective
- Pallet returns where the packaging is damaged, or the goods are not delivered correctly and neatly
This compensation will be deducted from the amount to be refunded. If you are unsure whether your return falls under this arrangement, please contact us in advance.
If it turns out that we have delivered the wrong product or if your order arrived damaged, we will of course cover the full return costs and any replacement costs.
In case of transport damage, we ask you to do the following:
- Take clear photos of the damaged packaging and/or product within 24 hours after receipt
- Email these photos along with your order number to service@zeuzfitness.com
- If the damage is demonstrably caused during transport, we will contact you for an appropriate solution
Without timely notification and photo evidence, we cannot guarantee a full refund.
- The shipping costs for returns are at your own expense, unless it is due to an error on our part
- The original shipping costs (at the time of placing your order) are not refunded, unless the entire order is canceled or returned due to an error by ZEUZ
- Refunds are processed and returned to the original payment method within a maximum of 14 days after receipt of the returned items
This return policy is in line with the provisions of the European Consumer Rights Directive (2011/83/EU). As a consumer, you have the right to a 14-day withdrawal period without giving any reason, starting from the day you receive your order. At ZEUZ, we apply a more generous return period of 30 days, but in case of dispute, the legal frameworks as determined by European regulations apply.
We always process returns and refunds in accordance with applicable consumer laws and privacy regulations (AVG/GDPR).
Do you have questions about this return policy or are you unsure if your item qualifies for return?
Feel free to contact us via service@zeuzfitness.com. We are here for you.
