Refund policy

Refund Policy – Zhyrax
Effective Date: April 20, 2026

At Zhyrax, we aim to provide high-quality products and a smooth customer experience. This Refund Policy outlines your rights and obligations regarding returns and refunds, in accordance with applicable European Union consumer protection laws.

1. Right of Withdrawal (EU Customers)

If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your item, without providing any reason.

To exercise this right, you must inform us at:
info@zhyrax.com

You then have an additional 14 days to return the item after notifying us.

2. Conditions for Returns

To be eligible for a return, the item must:

  • Be in the same condition as received

  • Be unused and unworn

  • Include all original tags

  • Be returned in its original packaging

  • Be accompanied by proof of purchase

We reserve the right to refuse returns or reduce the refund if the item shows signs of use beyond what is necessary to inspect it.

3. Return Process

To initiate a return:

  1. Contact us at info@zhyrax.com

  2. Wait for confirmation and return instructions

  3. Send the item to:

Zhyrax
Königsberger Str. 1
12207 Berlin
Germany

⚠️ Items returned without prior approval will not be accepted.

4. Return Shipping Costs

  • Customers are responsible for return shipping costs

  • Original shipping costs are non-refundable, unless required by law

  • If the item is defective, damaged, or incorrect, we will cover return shipping

5. Damaged or Incorrect Items

Please inspect your order upon arrival.
If your item is defective, damaged, or incorrect, contact us immediately at info@zhyrax.com so we can resolve the issue promptly.

6. Non-Returnable Items

The following items cannot be returned:

  • Personal care goods (for hygiene reasons)

  • Custom or personalized products

  • Perishable goods (e.g. food, plants)

  • Hazardous materials

  • Sale items

  • Gift cards

7. Exchanges

We do not offer direct exchanges.
To receive a different item, please return the original product and place a new order.

8. Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved:

  • Refunds will be issued to the original payment method

  • Processing time: within 10 business days

Please note that banks or payment providers may require additional time to process the refund.

If more than 15 business days have passed since approval, contact us at info@zhyrax.com.

9. Legal Compliance

This policy complies with applicable EU consumer protection laws, including the 14-day right of withdrawal.
Nothing in this policy limits your statutory rights under applicable law.