Return & Refund Policy
Last updated: 29 October 2026
Zentus Workwear is operated by CREATEUR GROUPE SRL, VAT (CUI) RO42705716, Trade Register No. J2020000602152. Our registered office, contact and return address is Str. Drumul Băcriiului nr. 36D, Roșu, Chiajna, Ilfov, Romania, 077042. Contact: contact@zentus-workwear.com or +40 758 307 307.
This policy distinguishes consumer withdrawal, ordinary order cancellation, voluntary business returns and remedies for faulty goods. Mandatory rights and any more favourable terms already agreed for your order remain unaffected.
Withdraw from your contract online — cancel or return an order
1) Consumer right of withdrawal: 14 calendar days
If you buy as a consumer, you may withdraw from an ordinary online purchase without giving a reason within 14 calendar days after the day you, or a person you nominate other than the carrier, receive the goods. For goods in one order delivered separately, the period starts after receipt of the last item; for a product delivered in multiple lots or pieces, it starts after receipt of the last lot or piece. If the final day is a Saturday, Sunday or public holiday, the deadline extends to the next working day in accordance with applicable law.
Consumer status depends on the purchaser and the purpose of the transaction under applicable law. A VAT number, business invoice, workwear product or business delivery address alone does not decide whether consumer rights apply.
How to withdraw online
- Open your Zentus customer account and enter the email address used for your order.
- Enter the one-time sign-in code sent to that email address.
- Open the relevant order and select Cancel or Return, as available for its status.
- Identify the order or goods concerned, complete the displayed steps and confirm your cancellation or return submission.
- You will receive an email acknowledgement. Keep it with your order records.
An unequivocal notice exercising your statutory withdrawal right takes effect when submitted in time; it does not depend on our approval. If an account screen describes your submission as a “request” or shows a pending review, that review does not postpone a valid withdrawal notice. The account also accepts other return requests, which are assessed under the applicable contract and law; submitting a voluntary return request does not guarantee acceptance.
Email, post and the optional model form
You may instead email contact@zentus-workwear.com or write to CREATEUR GROUPE SRL, Str. Drumul Băcriiului nr. 36D, Roșu, Chiajna, Ilfov, Romania, 077042, with an unequivocal statement that you are withdrawing. You may use the model form below, but it is optional. Include your name and enough information to identify the order and goods. An order number is helpful; a reason and phone number are not required.
Sending your withdrawal notice before the deadline is sufficient. If the online action is unavailable or you cannot sign in, use email or post without waiting for the account issue to be resolved.
2) Sending goods back
Send or hand back the goods without undue delay and no later than 14 calendar days after notifying us of your withdrawal. Dispatch before that separate deadline is sufficient. You do not need to wait for approval.
Return recipient:
CREATEUR GROUPE SRL
Str. Drumul Băcriiului nr. 36D
Roșu, Chiajna, Ilfov, Romania, 077042
You pay the direct cost of sending goods back for an ordinary change-of-mind withdrawal. This does not apply where we are legally responsible for return costs, such as for faulty or incorrectly supplied goods. There is no restocking fee.
3) Refunds after consumer withdrawal
We reimburse you without undue delay and no later than 14 days after receiving your withdrawal notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of sending them back, whichever occurs first.
For withdrawal from the whole order, the reimbursement includes the price paid and the cost of the least expensive standard delivery option we offered. We do not reimburse the extra cost of a more expensive delivery option you chose. If delivery was free, there is no delivery charge to reimburse. For a partial withdrawal, any delivery reimbursement is assessed under applicable law.
We use the original payment method unless you expressly agree otherwise. You will not incur reimbursement fees. Ordinary return shipping costs are not reimbursed unless we are responsible for them under the law or our agreement.
4) Inspecting and packing returns
You may handle the goods as needed to establish their nature, characteristics and functioning. You are liable only for diminished value resulting from handling beyond what is necessary for that purpose, as permitted by law. Please return supplied accessories and, where reasonably possible, packaging and labels. Missing original packaging alone or necessary inspection does not remove your statutory withdrawal right. Pack goods securely for their return journey.
5) Free cancellation before dispatch of ordinary orders
You can cancel an ordinary webshop order free of charge until it has been fulfilled (shipped). Use the customer-account cancellation action or email contact@zentus-workwear.com. We confirm cancellation by email and refund the full amount paid, including delivery costs, using the original payment method without undue delay and no later than 14 days after your request.
This promise applies to ordinary orders, including ordinary business orders. For separately contracted personalised orders, section 7 applies. We honour any broader cancellation or return promise already agreed for an existing order; this updated policy does not retrospectively remove it. Consumers' applicable withdrawal rights continue after dispatch.
6) Business purchases and voluntary returns
For a genuine purchase in the course of a trade, business, craft or profession, voluntary change-of-mind returns require our prior agreement and are considered case by case. Contact us before sending goods for a voluntary return. The availability of a return action in your account does not itself grant a return right or mean that we have accepted the request.
This does not limit the free cancellation promise for ordinary unshipped webshop orders above, agreed contractual rights, mandatory withdrawal rights where applicable, or remedies for defects, incorrect goods, non-delivery, non-performance or other breach. Purchaser status and any special legal protection are assessed from the actual transaction.
7) Personalised orders and other withdrawal exceptions
Orders for goods made to your specifications or clearly personalised for you are handled under a separate signed personalised-order contract. After that contract is signed, no change-of-mind cancellation, return or refund is available for those goods, including before production starts, before completion or while awaiting delivery. This rule applies only to genuinely made-to-specification or clearly personalised goods, for which the statutory withdrawal exception applies.
Ordinary catalogue products do not become personalised merely because they are preordered, ordered in a standard size or colour, discounted or bought for professional use. The personalised-order rule does not remove applicable remedies for faulty goods, personalisation that differs from the agreed specifications, incorrect supply, non-delivery or another breach of contract.
Other statutory withdrawal exceptions apply only where their legal conditions are met. For example, the health or hygiene exception concerns sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery; it is not a general exclusion of clothing, footwear or workwear.
8) Faulty, damaged or incorrect goods
Contact us if goods are faulty, arrive damaged, are incorrect or do not match the agreed description or personalisation. Please describe the problem and, where practical, provide photographs and order details so we can help. Prompt notification of visible transport damage is useful, but there is no two-day cutoff for exercising your statutory rights. Photos, original packaging or a carrier damage report are not absolute conditions for a valid legal claim.
Defect and conformity remedies are separate from change-of-mind returns and remain available where applicable for personalised and business purchases. For consumers, the applicable legal remedies may include free repair or replacement, a price reduction or termination and reimbursement under the conditions set by law. See the Terms of Service for further conformity and complaint information.
9) Optional model withdrawal form
Complete and send this form only if you wish to withdraw. You can use another unequivocal statement instead.
To: CREATEUR GROUPE SRL, Str. Drumul Băcriiului nr. 36D, Roșu, Chiajna, Ilfov, Romania, 077042; email: contact@zentus-workwear.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: ____________________
Ordered on (*) / received on (*): ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if this form is sent on paper): ____________________
Date: ____________________
(*) Delete as appropriate.