RETURNS, EXCHANGES AND REFUNDS
We want the entire process to be simple and transparent.
If something is not exactly as you expected, you have 30 calendar days from the receipt of your order to exercise your right of withdrawal.
Size exchanges
Size exchanges are free in mainland Spain and the Balearic Islands. You will only need to cover the costs of the new shipment, according to the rate applicable to your area.
In all other areas and countries, the costs of both returning the item and shipping the new one will be borne by the customer, with the corresponding rates applied.
We can manage the return through our carriers or, if you prefer, you can organize it yourself and cover the shipping costs.
Once we receive and inspect the returned item, we will prepare the shipment of the new size.
If the size you need is not available, you may request a refund by following our standard process.
Returns & Right of withdrawal
You can initiate your return in two ways:
- From your account: access Initiate return and manage the process directly.
- By email: write to us at hello@zymetric.pro and we will help you manage the process.
If you purchased as a guest, you can still access your order via Initiate return using the email address you used to make the purchase.
For returns due to withdrawal, the return shipping is borne by the customer and its cost will be deducted from the amount to be refunded.
Rates for exchanges and returns
The costs associated with exchanges and returns depend on the area or country from which the shipment is made and the requested operation.
Consult the table to see the corresponding amount:
| Area | Cost |
|---|---|
| Spain — Mainland | €5 |
| Spain — Balearic Islands | €7 |
| Spain — Canary Islands | €15 |
| Spain — Ceuta and Melilla | €15 |
| Andorra | €15 |
| Portugal (mainland) | €9 |
| Europe 1 | €20 |
| Europe 2 | €20 |
| United Kingdom | €25 |
| America 1 | €35 |
| America 2 | €35 |
| Oceania | €40 |
| Asia | €40 |
In case of a size exchange:
- Mainland Spain and Balearic Islands: The return of the item is free and is managed through our carriers. The shipment of the new size will have the cost corresponding to the destination area.
- Rest of areas and countries: Both the return and the new shipment are borne by the customer. We can manage the transport with our agencies or, if you prefer, you can organize the return yourself.
In case of withdrawal, the cost of the return will be assumed by the customer and will be deducted from the amount to be refunded. The amount will be the same regardless of whether you choose to make the return via Correos, Citypaq, or request a home pickup.
If the product has any defect or the error is attributable to Zymetric, we will assume all costs associated with the process.
How to make a return?
Once you have initiated your request, we will ask you to choose how you want to make the return.
1. Drop-off at a Correos office or Citypaq (recommended option)
This is the fastest and easiest alternative to hand in your package whenever it suits you best. If you use Citypaq, there is a possibility that you may not have to print the label.
Before making the return, check the instructions on the Correos website and follow the indicated steps.
2. Home pickup
If you prefer this option, we can manage the pickup at the delivery address of your order.
The cost will be the same as for a return made via Correos or Citypaq.
Write to us and we will help you manage it.
Once you have chosen your preferred option, you will receive the corresponding label by email.
You can also organize the return yourself with the transport agency of your choice. In this case, you will assume the shipping costs and must ensure that the package arrives at our facilities within the established timeframe.
Prepare your return
For us to accept the return, the garment must be in its original condition:
- Unused.
- Unwashed.
- Free of stains and odors.
- With all its original labels.
Place the garment in the same bag or box in which you received it to protect it during transit.
If you are using a return label, place it on the outside of the package, covering or removing any previous shipping label.
Once we receive the garment, we will check its condition before processing the refund or exchange.
When will I receive my refund?
Once we receive the returned product(s) at our warehouse, we will check their condition and, if everything is correct, we will issue the refund using the same payment method used for the original purchase.
In accordance with European regulations applicable to the right of withdrawal, the refund will be made without undue delay and, in any case, within a maximum period of 14 calendar days from the date on which you communicated your decision to withdraw from the contract. However, we may withhold the refund until we have received the returned products.
In case of return due to withdrawal, the cost of the return will be assumed by the customer and will be deducted from the amount to be refunded.
If you paid for shipping costs when placing your order, we will also refund this amount up to the cost corresponding to the cheapest standard shipping option available. If you chose a faster or more expensive shipping method, the difference will not be refundable.
The time required for the amount to appear in your account will depend on your bank and the payment method used.
Defective product or error in your order
Although we work to ensure that every garment arrives in perfect condition, if you receive a defective, damaged, or different product than the one you ordered, write to us at hello@zymetric.pro indicating your order number and explaining what happened. If possible, include some photographs so we can review the case.
If the problem is due to a defect in the garment or an error on our part, we will assume all costs associated with the return and the new shipment.
Products that cannot be returned
For hygiene reasons, we do not accept returns of socks.
Gift Cards
Gift Cards are non-returnable and non-refundable.
Sustainability is also in what you don't see
Each return implies new transport and additional impact.
That is why we recommend using options like Correos or Citypaq, which allow you to make the return flexibly and, if you prefer, without the need to print the label.
We do not want sustainability to be just a phrase we put on a garment tag. We want it to be present even in the least visible decisions.
If you need anything, we are here to help: hello@zymetric.pro