Terms of Service
Last updated: 29 October 2026
These terms apply to purchases from Zentus Workwear through zentus-workwear.com or as agreed by email or phone. Please read them together with our Shipping Policy, Return & Refund Policy and Privacy Policy. Personalised orders have the separate signed contract described below. Mandatory legal rights take precedence over any inconsistent term.
1) Merchant identity
CREATEUR GROUPE SRL
VAT (CUI): RO42705716
Trade Register No.: J2020000602152
Registered office and contact address: Str. Drumul Băcriiului nr. 36D, Roșu, Chiajna, Ilfov, Romania, 077042
Email: contact@zentus-workwear.com
Phone: +40 758 307 307
2) Customers, consumers and contracts
A customer may purchase privately or for a business. A consumer generally acts for purposes outside their trade, business, craft or profession; the precise definition and any additional protection under the applicable law govern. Consumer status depends on the actual transaction, including its purpose. A VAT number, company invoice, delivery address or the purchase of workwear alone does not determine that status.
An order records your request to purchase the identified goods. A sales contract is formed when we accept and confirm the order, including by email or an order-status confirmation. A separately signed personalised-order contract governs the personalised goods and specifications it identifies.
3) Placing orders
Please provide accurate and complete contact, shipping and billing details and check your order before submitting it. Contact us promptly about mistakes so we can assist. Inaccurate information may delay fulfilment; any additional charge must be lawful and explained.
We may decline an order for a justified reason, such as stock unavailability or a substantiated fraud concern. If a problem arises after a contract is formed, we will contact you and deal with it in accordance with that contract and applicable law. This is not an unrestricted right to cancel an accepted order or keep payment without supplying the agreed goods.
4) Prices, availability and invoicing
Consumer prices include applicable VAT. Delivery charges and the total payable are shown before you place the order. Products are subject to availability. If a product becomes unavailable, we will contact you to agree a solution, such as a replacement you accept or cancellation and the applicable refund. We will not substitute a different product without your agreement.
Invoices are provided electronically to the email address supplied with the order. We also comply with applicable national invoicing requirements.
5) Payment methods
Available payment methods are shown at checkout for your order and destination. These include cards and supported digital wallets processed through Shopify Payments, and bank transfer where offered. For bank-transfer orders, use the payment instructions supplied for your order. We do not store full card details; payment providers process card information securely.
6) Personalised orders: signed contract and 45% advance
Goods made to your specifications or clearly personalised for you are ordered under a separate signed contract setting out the products and agreed personalisation. The standard advance is 45% of the agreed personalised-order total, as stated in the quotation and signed contract.
Once the personalised-order contract is signed, no change-of-mind cancellation, return or refund is available for those goods, even if production has not started, the goods have not been completed or you are still awaiting delivery. This applies only to genuinely made-to-specification or clearly personalised goods covered by the statutory withdrawal exception. An ordinary catalogue item is not personalised merely because it is preordered, discounted, supplied in a standard size or colour, or purchased for work.
This rule does not exclude applicable remedies for faults, incorrect goods or personalisation that differs from the agreed specifications, non-delivery or other breach of contract. Any amount due or reimbursable when a legal remedy is exercised is determined by the applicable law and contract. Existing contracts retain any more favourable cancellation or return rights already agreed.
7) Shipping and delivery
The delivery options, charges and estimated total delivery period for your address are shown at checkout and described in our Shipping Policy. Where the 7–10 business days standard-delivery estimate is offered, it runs from order confirmation, or confirmation of payment where advance payment is required, and includes both order processing and transport. It does not begin again on dispatch. A separate personalised-order contract may specify its own agreed delivery timetable.
Processing and carrier schedules can affect an estimate, but do not give us an open-ended extension to an agreed delivery period. We will inform you if we become aware of a delay. Where no different delivery period has been agreed with a consumer, delivery is due without undue delay and no later than 30 days after the contract is concluded. Applicable rights concerning late delivery, an appropriate additional period, termination and reimbursement remain in force.
For consumer orders, the risk of loss or damage normally passes when you or a person you nominate other than the carrier physically receives the goods. The statutory exception for a carrier independently commissioned by you and not offered by us applies where relevant.
If a parcel or product appears damaged, contact us promptly and provide photographs where practical. This helps us investigate; there is no two-day cutoff for your statutory rights and you do not have to resolve a carrier claim before raising a valid claim with us.
8) Consumer withdrawal and order cancellation
Withdraw from your contract online — cancel or return an order
For ordinary online purchases, consumers generally have 14 calendar days after the day they receive the goods to withdraw without giving a reason. For one order delivered separately, the period runs after receipt of the last item; for goods in multiple lots or pieces, it runs after receipt of the last lot or piece. Weekend and public-holiday deadline extensions apply as provided by law.
Sign in to your customer account with the order email address and emailed one-time code, open the order, select Cancel or Return as available, and confirm your submission. You will receive an email acknowledgement. You can instead send an unequivocal notice to contact@zentus-workwear.com or by post to our contact address. The model form in our Return & Refund Policy is optional. A valid statutory withdrawal does not require our approval; an account “request” or review status does not change that.
Return goods within 14 days after notifying us. For statutory withdrawal, refunds are due without undue delay and within 14 days of notice, subject to lawful withholding until we receive the goods or evidence of return, whichever is earlier, unless we have offered collection. Reimbursement uses the original payment method unless you expressly agree otherwise, without reimbursement fees. It includes standard outbound delivery costs as described in the Return & Refund Policy. You pay ordinary withdrawal return-shipping costs. There is no restocking fee. Necessary inspection and missing original packaging alone do not remove your withdrawal right.
Ordinary webshop orders can be cancelled free of charge before fulfilment (dispatch), including ordinary business orders. We refund the full amount paid, including delivery charges, without undue delay and no later than 14 days after the request. Section 6 governs separately signed personalised orders. Any broader cancellation or return promise already agreed for an existing order remains effective.
9) Business returns
For genuine business or professional purchases, voluntary change-of-mind returns require prior agreement and are assessed case by case. A return submission through your account is a request and does not itself mean acceptance. This does not limit the free pre-dispatch cancellation promise for ordinary webshop orders, any agreed return right, applicable mandatory withdrawal rights, or remedies for defects, incorrect supply, non-delivery or other breach. We assess disputed purchaser status from the actual transaction.
10) Legal conformity rights and complaints
We are responsible as the seller for the legal conformity of the goods. Consumer goods benefit from the applicable legal guarantee, generally covering lack of conformity that exists at delivery and becomes apparent within at least two years. Applicable national law may provide longer periods, presumptions, extensions following repair or replacement, and additional rights. This is not an absolute two-year limit on every claim.
Depending on the law and circumstances, consumers may seek repair or replacement free of charge, or a price reduction or termination and refund where the legal conditions are met. Remedies must be provided within the applicable legal time limit and without significant inconvenience. These rights also apply to personalised goods. A manufacturer's commercial guarantee, where supplied, is additional and does not replace our legal responsibility.
For a complaint, write to contact@zentus-workwear.com or CREATEUR GROUPE SRL at the address in section 1. Describe the problem and identify the goods and order. Photographs are helpful where practical. We will acknowledge and respond to complaints, provide any required written remedy information, and handle the claim within the deadlines that apply to your purchase. The 14-day withdrawal period does not replace or shorten legal defect rights.
Specific national complaint and remedy periods
The following provisions apply where the corresponding mandatory national consumer protections govern your purchase. They concern faulty or non-conforming goods, separately from ordinary change-of-mind withdrawal, and do not limit other applicable rights.
- Romania: repair or replacement must be free, without significant inconvenience and within a reasonable period agreed in writing that does not exceed 15 calendar days from notification. A defect identified shortly after delivery, within 30 calendar days, gives the applicable right to replacement. The legal liability period is extended by repair downtime and starts again for replacement goods as provided by law.
- Bulgaria: for goods without digital elements, repair or replacement must be free and completed within one month from notification, without significant inconvenience.
- Croatia: written complaints may be submitted by email or post. Receipt is acknowledged without delay, and a written response stating whether the complaint is accepted is provided within 15 days of receipt. This is a complaint-response period, not a universal repair deadline.
- Slovakia: a defect notification receives prompt written acknowledgement and a stated remedy period. That period must not exceed 30 days from notification unless an objective reason outside our control justifies a longer period. A rejection is explained in writing.
- Slovenia: repair or replacement must be completed within a reasonable period of no more than 30 days from notification. It may be extended only for the shortest time necessary, by at most 15 days, with notice of the reason and duration before the original period ends. If we dispute the existence of a defect, we provide a written response within eight days of receiving the claim. Where termination for non-conformity is legally available, reimbursement is made immediately and no later than eight days after receiving the goods or evidence of return. A legally due proportionate price reduction is reimbursed within eight days of receiving that request.
Other markets' mandatory conformity protections also remain applicable, including any longer guarantee or claim period and any extension following repair or replacement.
11) Intellectual property and product presentation
Website content belongs to CREATEUR GROUPE SRL and/or the relevant rights holders and is protected by intellectual property law. Permission is required for uses not otherwise permitted by law.
Product colours can appear differently on different screens. This does not remove our obligation to supply goods that match the agreed description, specifications and applicable conformity requirements.
12) Privacy and Shopify
Shopify hosts our store and processes data when you browse or buy. With Shopify Network Intelligence enabled, services may use your interactions with this store, other merchants and Shopify. Data is shared with Shopify and relevant service providers, potentially in other countries. Our Privacy Policy explains these purposes, consent choices and rights, with links to Shopify's privacy information.
13) Events outside reasonable control
Liability for a force majeure event is determined by applicable law. Such an event does not automatically remove mandatory consumer remedies, permit us to retain payment without a legal basis, or override applicable rights concerning delivery and reimbursement.
14) Governing law and disputes
Romanian law governs these terms. Consumers retain the mandatory protections applicable in their country of habitual residence; this choice of law does not remove them. Competent courts are determined by applicable law.
You may contact us to seek an amicable solution. Information about Romanian consumer alternative dispute resolution and cross-border assistance is provided in our Legal Information. Seeking an amicable solution does not prevent you from exercising legal remedies or accessing the competent courts.
15) Changes and existing orders
The terms agreed when your contract is formed apply to that order. Later policy changes do not retrospectively reduce those rights. If a provision is invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.