Draft, pending legal review. This text may change before it is approved.
1. The time limit
You have 14 days to cancel. The time starts the day after you receive the item. If you ordered several items that are delivered separately, it starts the day after you receive the last one. It is enough that you send your message before the time is up.
2. How to tell us
You can cancel in three ways:
- In My account. Log in to My account, open the order and choose the option to cancel your purchase. You get a confirmation by email.
- With the cancellation form at the bottom of this page, sent to account@zellap.com or by post to Vårveien 3, 4580 Lyngdal.
- With another clear message saying that you want to cancel, by email account@zellap.com. Include your order number and say which items it concerns.
Keep a copy of your message. You need to be able to show that you told us in time. We confirm that we have received it.
3. Sending the item back
Send the item back without undue delay, and no later than 14 days after you told us you are cancelling.
Send it to:
Hovlio
Vårveien 3, 4580 Lyngdal
Do not send the item to the supplier or to the address it came from. There it will not be registered as a return from you. Include your order number, and pack the item so it is not damaged on the way. Send it with tracking and keep the receipt from the carrier. It shows that you have sent the item, and it can be what allows you to get your money back before we have received the parcel.
You pay the direct cost of sending the item back. The price depends on size and weight, and the carrier tells you before you send it.
4. Refund
When we have been told that you are cancelling, we refund what you paid for the item, including the cheapest standard shipping we offered. If you chose a more expensive delivery method, we do not cover the extra cost. We refund without undue delay, and no later than 14 days after we were told.
We may hold back the refund until we have received the item, or until you have shown that you sent it. The money goes back to the payment method you used, without a fee from us. If we deduct for a loss in value (section 5), we refund the rest.
5. Loss in value
You can examine and try the item as you would in a shop, to see what it is, what it can do and how it works. If you go further than that, and the item has lost value because of how you handled it, we may ask you to cover the loss. We deduct it from the refund and tell you how much and why.
If we can no longer sell the item as new, the loss in value is what we lose by selling it as used. If it cannot be sold at all, for example used razor blades or opened cosmetics, the loss may be the whole price. If the item is damaged because you have used it, that is also a loss in value.
6. Hygiene products
Sealed items that are not suitable for return for health or hygiene reasons cannot be cancelled once the seal has been broken. If an item is of this kind, the product page and checkout say so before you buy.
- The seal is the packaging around the item itself, for example plastic film, a sealed bag or a sealed box. You can open the shipping parcel and look at the item without losing your right to cancel.
- The right to cancel works as usual as long as the seal is intact. If the item arrives without a seal, you can cancel as usual.
- If the seal is broken, you cannot cancel the purchase, and you do not get your money back unless the item is faulty.
- If the item is broken or faulty, you can make a complaint as for other items. See Faulty items and guarantees.
7. Other items that cannot be cancelled
The right to cancel also does not apply to, among other things:
- items made to your specifications, or clearly personalised
- sealed audio or video recordings and software, once the seal has been broken
- items that can quickly spoil or pass their expiry date
- items that after delivery are inseparably mixed with other items
If an item is excluded, the product page and checkout say so before you buy.
8. Buying for a business
The right to cancel applies to consumers only. If you buy for use in your business, you do not have it. See the terms of sale and Faulty items and guarantees.
Cancellation form
You can use the form below, or download it as a text file and send it by email. You can also do the same in My account, and your message goes straight to us.
Complete and send this form only if you want to cancel your order.
To: Hovlio, Vårveien 3, 4580 Lyngdal, account@zellap.com
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods: ________________
- Order number: ________________
- Ordered on (date): ________________
- Received on (date): ________________
- Name of consumer(s): ________________
- Address of consumer(s): ________________
- Date: ________________
- Signature (only if this form is sent on paper): ________________
Hovlio, organisation number 937 103 050.