Last updated: 2 October 2026
This Return & Refund Policy applies to products purchased through ZEN Mobile, available at https://zenmobile.eu/.
ZEN Mobile is operated by:
mobile emotion GmbH
Gewerbepark Allgäuerland
Ahegg 22
88239 Wangen im Allgäu
Germany
Registered with: District Court Ulm (Amtsgericht Ulm)
Commercial Register Number: HRB 732857
EUID: DEB8537.HRB732857
VAT ID: DE304675694
Email: info@zenmobile.eu
This Policy forms part of the ZEN Mobile Terms and Conditions.
Nothing in this Policy limits any mandatory statutory rights available to consumers under applicable law.
1. 14-DAY RETURN PERIOD
Customers may request to return an eligible product within 14 days from the date on which the product was delivered.
Consumers who have a statutory right of withdrawal under applicable consumer law may withdraw from the purchase without providing a reason within the applicable statutory withdrawal period.
For consumers in the European Union and European Economic Area, the statutory withdrawal period for distance purchases is generally 14 days from receipt of the goods.
To exercise the right of withdrawal, you must notify ZEN Mobile of your decision before the applicable withdrawal period expires.
You may contact us at:
Your communication must clearly state that you wish to withdraw from the purchase.
You do not need to provide a reason for exercising a statutory right of withdrawal.
For customers outside the European Union or European Economic Area, ZEN Mobile generally provides the same 14-day return period as a contractual return policy unless:
- local mandatory law provides greater rights;
- the product is excluded from return under this Policy or applicable law;
- a different return condition was expressly disclosed before purchase.
Where local mandatory consumer law provides greater rights than this Policy, those mandatory rights shall prevail.
2. RETURN REQUEST
Before sending a product back, please contact:
Please include:
- your full name;
- order number;
- product being returned;
- date of delivery;
- reason for return, if you wish to provide one;
- photographs where the product is damaged, incorrect or incomplete.
ZEN Mobile will provide the appropriate return instructions and return destination.
Do not send products to the registered office of mobile emotion GmbH unless ZEN Mobile has specifically instructed you to use that address for the return.
Depending on the product, destination and circumstances, ZEN Mobile may designate a different return, logistics or service location.
A return sent to an incorrect address may result in substantial delays in processing.
Contacting ZEN Mobile for return instructions does not limit a consumer’s statutory right to validly declare withdrawal by another legally permitted method.
3. RETURN DEADLINE
After notifying ZEN Mobile that you are exercising a statutory right of withdrawal, the goods must be returned without undue delay and, where applicable, no later than 14 days after the date on which you notified us of your withdrawal.
The deadline is met if you dispatch the goods before the applicable return period expires.
We strongly recommend using a tracked shipping service.
For high-value electronic products, we also strongly recommend using an appropriately insured shipping method.
Customers should retain:
- proof of shipment;
- tracking number;
- shipping receipt;
- any relevant customs documentation
until the return has been fully processed.
4. CONDITION OF RETURNED PRODUCTS
Returned products must be handled with reasonable care.
You may inspect a product to determine its nature, characteristics and functioning in the same general manner as would reasonably be possible when inspecting a product before purchasing it in a physical store.
Opening a product does not automatically eliminate a statutory right of withdrawal.
However, if you use or handle a product beyond what is reasonably necessary to establish its nature, characteristics and functioning, ZEN Mobile may be entitled to make a deduction from the refund corresponding to the resulting reduction in value.
Where possible, products should be returned with all items originally supplied, including:
- original product;
- original retail packaging;
- internal packaging;
- cables;
- chargers;
- adapters;
- manuals;
- documentation;
- SIM tools;
- accessories;
- promotional items supplied as part of the product;
- protective accessories supplied with the product.
The absence or damage of packaging or accessories does not automatically invalidate a statutory withdrawal where applicable.
However, where missing, damaged or altered items cause an objectively measurable reduction in the value of the returned product, that reduction may be taken into account to the extent permitted by applicable law.
5. OPENED AND USED ELECTRONIC DEVICES
Mobile phones, tablets, computers, smartwatches and other electronic devices may lose significant commercial value once they have been substantially used, activated, damaged or modified.
Customers may inspect an electronic device as reasonably necessary.
The following may constitute use beyond what is necessary for inspection and may result in a reduction of the refund where permitted by law:
- extensive use of the device;
- prolonged activation and use;
- physical wear;
- scratches;
- dents;
- damage;
- installation causing permanent changes;
- modification of firmware;
- rooting;
- jailbreaking;
- unlocking or modifying bootloaders;
- removal or alteration of serial number or IMEI labels;
- alteration of the product;
- damage to packaging materially affecting resale value;
- missing accessories;
- damaged accessories;
- other handling resulting in demonstrable loss of value.
Any deduction will be based on the actual reduction in value and not merely on the fact that the product packaging has been opened.
6. APPLE ID, GOOGLE ACCOUNT AND OTHER DEVICE LOCKS
Before returning a mobile phone, tablet, smartwatch, computer or other account-enabled device, you must remove all personal accounts and security restrictions where reasonably possible.
This includes, where applicable:
- Apple ID;
- iCloud account;
- Find My iPhone / Find My;
- Google Account;
- Google Factory Reset Protection;
- Samsung Account;
- Samsung Knox restrictions;
- Xiaomi Account;
- Huawei ID;
- other manufacturer accounts;
- PIN codes;
- passwords;
- screen locks;
- activation locks;
- biometric access restrictions.
A device subject to an activation lock or account lock may be impossible for ZEN Mobile to inspect, reset, service or resell.
If a returned device remains locked to your account, ZEN Mobile may suspend processing of the return and request that you remotely remove the device from the relevant account.
The return cannot be fully processed until ZEN Mobile is reasonably able to inspect and reset the device.
Where a customer’s failure to remove a lock causes a demonstrable reduction in the product’s value or additional reasonable costs, such consequences may be taken into account to the extent permitted by applicable law.
7. PERSONAL DATA ON RETURNED DEVICES
Before returning a device, you are responsible for backing up and removing your personal information.
You should remove, where applicable:
- photographs;
- videos;
- documents;
- messages;
- contacts;
- payment information;
- passwords;
- accounts;
- SIM cards;
- memory cards;
- eSIM profiles;
- other personal information.
ZEN Mobile may erase, factory reset or reformat a returned device as part of inspection, service, processing or preparation for resale.
Except where liability cannot legally be excluded, ZEN Mobile is not responsible for the loss of personal data stored on a returned device.
SIM cards and removable memory cards should not be included unless specifically requested.
8. CHANGE-OF-MIND RETURN SHIPPING COSTS
For a return resulting solely from a customer’s decision to withdraw from or cancel an otherwise correctly fulfilled purchase, the customer bears the direct cost of returning the product, unless:
- ZEN Mobile expressly agrees to cover the return cost; or
- applicable mandatory law requires otherwise.
ZEN Mobile provides free standard outbound shipping for purchases, but this does not mean that return shipping for a change-of-mind return is free.
ZEN Mobile does not normally provide reimbursement for:
- optional return insurance;
- premium or express return services selected by the customer;
- unnecessary additional shipping services.
The customer should use an appropriate shipping method taking into account the value of the product being returned.
9. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
A return because you changed your mind is different from a claim involving a defective, damaged or incorrectly supplied product.
If you receive:
- a defective product;
- a product that is materially damaged on arrival;
- a different product from the one ordered;
- an incomplete order;
- a product that does not conform to the sales contract,
please contact:
as soon as reasonably possible.
Where the problem is confirmed to be the responsibility of ZEN Mobile and return of the product is necessary, ZEN Mobile will bear reasonable standard return shipping costs where required by applicable law.
A consumer is not required to pay the cost of returning a genuinely defective product where applicable consumer law places those costs on the seller.
ZEN Mobile may provide a prepaid return method or subsequently reimburse reasonable authorised standard return costs.
Do not purchase unusually expensive or premium return shipping without first contacting ZEN Mobile unless reasonably necessary in the circumstances.
Claims relating to defective products are also subject to the statutory warranty and defect rights described in the ZEN Mobile Terms and Conditions.
10. PRODUCTS DAMAGED IN TRANSIT
If a package arrives visibly damaged, we recommend that you:
- inspect the package before or immediately after accepting it;
- photograph the external packaging;
- photograph the shipping label;
- photograph the internal packaging;
- photograph any damage to the product;
- retain the complete packaging;
- notify ZEN Mobile as soon as possible.
Please contact:
preferably within 48 hours of delivery.
Prompt notification enables ZEN Mobile to investigate the matter with the relevant shipping provider.
Failure to report transport damage within 48 hours does not eliminate mandatory statutory consumer rights.
11. WRONG PRODUCT RECEIVED
If you receive a different product from the one ordered, please contact ZEN Mobile as soon as possible.
Where the discrepancy is obvious before opening the manufacturer’s retail packaging, we ask that you do not unnecessarily open, activate or use the incorrect product.
Please send photographs showing:
- the product received;
- external package;
- shipping label;
- product box label, where applicable.
Once the error has been verified, ZEN Mobile will provide appropriate return instructions and arrange the remedy required by applicable law.
12. PRODUCTS THAT CANNOT BE RETURNED OR MAY HAVE SPECIAL CONDITIONS
Certain products may be excluded from a voluntary return policy or statutory withdrawal right where an exclusion is permitted by applicable law.
This may include, where applicable:
- goods made to the customer’s specifications;
- clearly personalised products;
- sealed software, audio or video products where the seal has been broken and applicable law provides an exclusion;
- digital content after performance has begun where the statutory requirements for loss of withdrawal rights have been satisfied;
- products that cannot be returned for hygiene or health-protection reasons after a legally relevant seal has been broken, where the statutory requirements are met.
The fact that a mobile phone, tablet or ordinary electronic device box has been opened does not by itself create an exclusion from a statutory withdrawal right.
Any statutory exception will only be applied where the legal conditions for that exception are satisfied.
13. REFUNDS
Where a return is accepted and a refund is due, ZEN Mobile will refund the relevant amount using the same payment method used for the original transaction, unless another method is expressly agreed and permitted by law.
Accordingly, a payment originally made by Visa or Mastercard will normally be refunded to the relevant payment card/account through the payment processing network.
Refunds will not normally be made:
- to an unrelated bank account;
- to a different card belonging to another person;
- in cash;
- through an unrelated payment service
unless required or expressly agreed for legitimate reasons.
14. REFUND TIMING
For a valid statutory consumer withdrawal, reimbursement will be made without undue delay and within the period required by applicable law.
ZEN Mobile may withhold reimbursement until:
- the returned goods have been received; or
- the customer provides adequate evidence that the goods have been dispatched,
whichever occurs first, where this is permitted by applicable law.
Once a refund is issued by ZEN Mobile, the time required for the refund to appear on the customer’s account may depend on:
- card issuer;
- acquiring bank;
- payment processor;
- banking network;
- customer’s financial institution.
Processing delays occurring solely within a bank or card network after ZEN Mobile has successfully submitted a refund are outside ZEN Mobile’s direct control.
15. AMOUNT REFUNDED
Where a consumer validly exercises a statutory right of withdrawal, ZEN Mobile will reimburse payments received in accordance with applicable law.
Because standard ZEN Mobile shipping is offered free of charge, there will normally be no separately charged standard outbound shipping amount to refund.
Where the customer has paid for an optional premium delivery service beyond the standard delivery option, additional amounts attributable solely to that premium service need not be reimbursed beyond the amount required by applicable law.
Where returned goods have suffered a reduction in value resulting from handling beyond what was necessary to establish their nature, characteristics and functioning, ZEN Mobile may deduct the legally permissible amount corresponding to that reduction in value.
16. PARTIAL RETURNS
Where an order contains multiple products, you may return eligible individual products without necessarily returning the entire order.
The refund will relate only to the eligible returned items and any additional amount required by applicable law.
If a promotional discount, bundle discount or other price reduction depended on the purchase of multiple products, the return of only part of the order may affect the final amount payable where this was clearly part of the promotional conditions and adjustment is permitted by applicable law.
17. FREE GIFTS AND BUNDLED PRODUCTS
If a product was supplied together with a free gift, promotional product or bundle component and the main product is returned, ZEN Mobile may require the associated promotional item to be returned as well where the promotional item formed part of the transaction.
If the promotional item is not returned, ZEN Mobile may take its objectively attributable value into account where permitted by applicable law.
This does not restrict mandatory consumer rights.
18. INTERNATIONAL RETURNS
ZEN Mobile sells products worldwide.
Customers returning products from outside Germany are responsible for complying with applicable export, customs and shipping requirements.
For change-of-mind returns, the customer is responsible for return transportation and any costs associated with arranging the return, unless otherwise required by applicable law.
Returned goods should be clearly declared as returned merchandise or equivalent where appropriate and legally accurate.
The customer should follow the return and customs instructions supplied by ZEN Mobile.
ZEN Mobile shall not be responsible for unnecessary customs duties, taxes or fees arising solely because the customer:
- incorrectly declared the returned product;
- failed to follow reasonable return instructions;
- incorrectly declared the shipment as a commercial sale;
- provided materially incorrect customs information.
Where a return relates to a verified defect, wrong item or another error for which ZEN Mobile is responsible, return arrangements will be handled in accordance with applicable law.
19. UNAUTHORISED RETURNS
Customers should contact ZEN Mobile before returning products so that the appropriate return destination and instructions can be provided.
ZEN Mobile operates internationally and may use different logistics or service locations depending on:
- product;
- manufacturer;
- country;
- nature of the return;
- warranty status.
A product sent without identifying information, an order number or to an incorrect destination may experience processing delays.
ZEN Mobile is not responsible for additional costs caused solely by a customer knowingly sending a return to an incorrect address contrary to return instructions already provided.
Nothing in this section invalidates an otherwise valid statutory declaration of withdrawal.
20. RETURN PACKAGING
The customer must take reasonable steps to package the returned product securely.
Where reasonably possible, we recommend placing the manufacturer’s retail packaging inside a separate protective shipping box.
Do not attach shipping labels, adhesive tape or courier documentation directly to premium manufacturer retail packaging where this can reasonably be avoided.
The customer is responsible for damage caused by clearly inadequate return packaging to the extent permitted by applicable law.
The risk associated with return shipment following a statutory consumer withdrawal is governed by applicable mandatory law.
21. IMEI AND SERIAL NUMBERS
ZEN Mobile may record product identifiers for products sold through the Site, including:
- IMEI numbers;
- serial numbers;
- manufacturer identifiers;
- other unique device identifiers.
A returned device must correspond to the device originally supplied under the relevant order.
ZEN Mobile will not accept substitution of another device as a valid return.
Where there is a discrepancy between the serial number, IMEI or other unique identifier of the product returned and the product originally supplied, ZEN Mobile may suspend the refund while the discrepancy is investigated.
Suspected return fraud may be reported to relevant payment providers, shipping providers, insurers or competent authorities where there is a lawful basis to do so.
22. RETURN FRAUD AND ABUSE
ZEN Mobile reserves the right to investigate suspected fraudulent or abusive return activity.
Examples may include:
- returning a different device;
- returning counterfeit products;
- returning empty packaging;
- removing components before return;
- deliberate product damage;
- falsifying shipping evidence;
- manipulating serial numbers or IMEI information;
- falsely claiming non-delivery;
- using stolen payment credentials;
- repeated return behaviour reasonably indicating fraud.
ZEN Mobile may retain relevant documentation and transaction information where reasonably necessary for fraud prevention, dispute resolution and legal claims.
This provision does not restrict customers from legitimately exercising their statutory consumer rights.
23. WARRANTY CLAIMS ARE SEPARATE FROM CHANGE-OF-MIND RETURNS
The expiration of the 14-day return or withdrawal period does not automatically affect statutory rights relating to defective or non-conforming products.
If your product develops a defect after the 14-day return period, contact:
The matter may be handled as a warranty or statutory defect claim rather than a change-of-mind return.
For new goods sold to consumers, statutory defect rights apply in accordance with applicable law.
Any manufacturer’s commercial warranty is separate from and does not replace statutory rights against ZEN Mobile where those rights apply.
24. EXCHANGES
ZEN Mobile does not guarantee direct product exchanges.
Where you wish to replace a correctly supplied product with another model, colour, storage capacity or product, ZEN Mobile may require:
- return of the original product under this Policy; and
- placement of a new order for the replacement product.
Where ZEN Mobile supplied the wrong or defective product, replacement options will be handled separately in accordance with applicable law.
25. CANCELLATION BEFORE DISPATCH
If you wish to cancel an order that has not yet been dispatched, contact:
as soon as possible.
ZEN Mobile will make reasonable efforts to stop processing or shipment.
However, once fulfilment or dispatch has progressed beyond the point at which cancellation can reasonably be implemented, the order may still be shipped.
If the customer has an applicable statutory right of withdrawal, the customer may then exercise that right in accordance with this Policy and applicable law.
26. REFUSED AND UNDELIVERABLE SHIPMENTS
If a shipment is returned to ZEN Mobile because:
- the customer refused delivery without previously cancelling or withdrawing;
- the delivery address provided by the customer was materially incorrect or incomplete;
- the customer failed to collect the parcel;
- delivery repeatedly failed due to circumstances attributable to the customer,
ZEN Mobile will contact the customer where reasonably possible.
Any refund and any deduction for additional costs caused by the customer’s conduct will be determined in accordance with applicable law.
ZEN Mobile will not impose charges that mandatory consumer law does not permit.
27. CHARGEBACKS AND PAYMENT DISPUTES
If you believe that a refund is due, we encourage you to contact info@zenmobile.eu so that the matter can be investigated.
Nothing in this Policy prevents a customer from exercising rights available through their card issuer or payment provider.
Where a payment dispute or chargeback is initiated, ZEN Mobile may provide relevant evidence to the payment processor, card network, acquiring bank or issuing bank.
Such evidence may include, where lawful and relevant:
- order details;
- payment information;
- authentication results;
- customer communications;
- shipment tracking;
- delivery confirmation;
- return records;
- refund records;
- IP and transaction security information;
- other evidence concerning the transaction.
28. CONTACT
All return, refund, cancellation, defective product and warranty inquiries should be sent to:
ZEN Mobile
operated by mobile emotion GmbH
Gewerbepark Allgäuerland
Ahegg 22
88239 Wangen im Allgäu
Germany
Email: info@zenmobile.eu
Website: https://zenmobile.eu/
29. MODEL WITHDRAWAL FORM
If you are a consumer entitled to a statutory right of withdrawal, you may use the following form, although use of this particular form is not mandatory.
To:
ZEN Mobile / mobile emotion GmbH
Gewerbepark Allgäuerland
Ahegg 22
88239 Wangen im Allgäu
Germany
Email: info@zenmobile.eu
I/We hereby give notice that I/We withdraw from my/our contract for the sale of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
(only if this form is submitted on paper)
Date: