환불 정책

Last updated: September 18, 2026

This Refund Policy applies to purchases made directly through zuatu.com. If you purchased a Zuatu product from an authorised retailer or another website, please contact that seller directly. Nothing in this policy limits any mandatory consumer rights available to you under applicable law.

14-day return period

You may request a return within 14 days of receiving your order. To start a return, email info@zuatucycling.eu before sending anything back. Please include your order number, the item you wish to return, the reason for the return and, where relevant, clear photographs.

For customers in the European Union exercising the statutory right of withdrawal, you must notify us within 14 days of receiving the goods and send the goods back without undue delay, and no later than 14 days after notifying us of your decision to withdraw.

Return eligibility

Returned products must be in the same condition in which they were received and suitable for resale. Shoes may only be tried on indoors, on a clean and soft surface. To qualify for a return, all of the following conditions must be met:

• The product is unworn, unused, clean and free from odours, dirt, scratches or other signs of use.
• No cleats have been installed and there are no marks or indentations on the sole.
• The shoes have not been used for cycling, walking outdoors or training.
• The shoes have not been heat moulded, stretched, shaped, cut, drilled, glued or otherwise altered.
• All tags, insoles, accessories, manuals and other components are included.
• The product is returned in its original, undamaged product packaging, placed inside suitable protective outer packaging. Please do not attach shipping labels or tape directly to the shoe box.
• You provide the receipt or other proof of purchase.

Heat moulding and product alterations

Heat-moulded or otherwise altered shoes are not eligible for a voluntary return or size exchange. Heat moulding permanently changes the shape, fit and resale value of the footwear. Please confirm your size and fit before carrying out any heat-moulding procedure.

Where mandatory consumer law applies, we may reduce the refund to reflect any loss in value caused by handling or alteration beyond what is necessary to establish the nature, characteristics and fit of the product. If the alteration leaves the product with no resale value, this reduction may equal the full product price, to the extent permitted by law. This does not affect your statutory rights if the product is defective or not as described.

How to return an item

1. Email info@zuatucycling.eu with your order number and return request.
2. Wait for our approval and return instructions.
3. Pack the product securely in protective outer packaging.
4. Send the parcel using the approved label or agreed tracked shipping method.

Approved returns must be sent to the address provided in our return instructions, currently: Zuatu Cycling International d.o.o., Koroška cesta 53c, 4000 Kranj, Slovenia.

Items sent without prior return authorisation may be refused. We are not responsible for returns sent to an incorrect address or without tracking.

Return shipping and return label fee

For voluntary returns, including returns due to size, fit or change of mind, the customer is responsible for the return shipping cost.

If we provide a prepaid return label, the label is chargeable and is not free. The exact fee depends on the collection country, destination, parcel size and carrier. We will communicate the fee before issuing the label. By accepting and using the label, you authorise us to deduct that fee from your refund.

If we allow you to use your own carrier, the shipment must be tracked and sent according to our instructions. You remain responsible for the parcel until it is delivered to us.

If the product is confirmed as defective, damaged on arrival or incorrectly supplied, Zuatu will provide an approved return method at no cost to you or reimburse reasonable return shipping costs agreed with us in advance.

Original shipping costs, duties and taxes

For a valid withdrawal of an entire order within the European Union, we will refund the standard outbound delivery charge where required by law. Any additional amount paid for express or premium delivery is not refundable beyond the cost of our least expensive standard delivery option.

For partial returns, voluntary returns outside statutory withdrawal rights, or returns from countries where such reimbursement is not required, original shipping charges are non-refundable unless the product was defective or incorrectly supplied.

Customs duties, import taxes, brokerage charges and similar fees paid directly to customs authorities or third parties are not refundable by Zuatu. You may need to request reimbursement from the relevant authority.

Inspection and refunds

We will notify you after receiving and inspecting the return. Returns that do not meet the eligibility conditions may be refused or may receive a reduced refund where permitted by law. If a return is refused, you may request that the item be sent back to you at your expense.

For approved returns, the refund will be made to the original payment method. We aim to process approved refunds within 10 business days. Your bank or payment provider may require additional time to post the funds.

Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that they have been sent, whichever occurs first. Any agreed return-label fee and any lawful deduction for diminished value will be deducted from the refund.

If more than 15 business days have passed since we confirmed approval of your refund, please contact info@zuatucycling.eu.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. Contact us promptly if the item is damaged, defective or different from what you ordered. Include your order number and clear photographs of the product, packaging and shipping label so we can assess the issue and provide the appropriate solution.

Damage caused by normal wear, misuse, crashes, improper cleat installation, incorrect heat moulding, unauthorised modification or failure to follow product instructions is not considered a manufacturing defect. Statutory warranty rights remain unaffected.

Items that cannot be returned

• Custom-made, personalised or special-order products.
• Gift cards.
• Sealed hygiene-sensitive goods once the protective seal has been opened, where applicable.
• Heat-moulded, used or altered products for voluntary returns or exchanges.
• Items clearly marked as final sale, but only to the extent that exclusion is permitted by applicable law.

Discounted products are not automatically excluded from return. Please contact us before purchasing if you are unsure whether a specific item is eligible.

Exchanges and size changes

We do not process direct exchanges. The fastest way to obtain another size or model is to return the original item and place a new order. The original item must meet all return conditions. Return shipping and any prepaid-label fee remain the customer's responsibility unless the item was defective or incorrectly supplied.

Business orders

This consumer return policy does not apply to B2B, wholesale, team or other trade orders. Those purchases are governed by the commercial terms agreed for the relevant order.

Contact

For return questions, contact:

Zuatu Cycling International d.o.o.
Koroška cesta 53c
4000 Kranj, Slovenia
Email: info@zuatucycling.eu
Phone: +386 41 824 675