ZZTirans, operated by Z TRANS SARL (SIREN 498 330 182, 21 Rue du Dix Neuf Mars 1962, 38690 Biol, France), wants every customer to feel confident when ordering moving supplies online. This Refund Policy explains when you can return an item, how refunds are calculated and how to start a return. It applies to all consumer orders placed on zztirans.com.
This policy implements the rights granted by EU Directive 2011/83/EU on consumer rights (transposed in France in Articles L.221-18 to L.221-28 of the Code de la consommation) and supplements them with our voluntary commercial commitments.
1. 14-Day Right of Withdrawal
If you are a consumer based in the EU, EEA or UK, you have 14 calendar days from the day you (or a person you designated, other than the carrier) physically receive the last item of your order to withdraw without giving any reason.
To benefit from a full refund, the kit must be:
- unopened (outer film and inner seals intact);
- unused;
- complete, including all components and the original packaging;
- in resaleable condition.
If only part of the order satisfies these conditions, we refund only the eligible items.
2. Opened Kits — 20% Restocking Fee
Because our moving kits contain bundled consumables (boxes, paper, foam, tape), once a kit is opened we cannot resell it as new. If you exercise your right of withdrawal on an opened but otherwise complete kit, we apply a flat 20% restocking fee on the kit price. This fee covers re-inspection, re-bundling and discarding any items that no longer meet our hygiene or quality standards.
This deduction is allowed by Article L.221-23 of the French Code de la consommation, which lets the seller reduce the refund proportionally where the customer has handled the goods in a way that goes beyond simple inspection.
3. Non-Returnable Items
The following items are excluded from the right of withdrawal once their packaging has been opened, for hygiene, safety or product-integrity reasons (EU Directive 2011/83, Art. 16(e) and (i)):
- Fragile Kits (specifically designed pre-cut foam inserts and dish dividers — once unsealed, structural integrity cannot be guaranteed);
- Bubble wrap sold by the roll;
- Foam pouches sold in resealable bags;
- Mattress and sofa covers once removed from their protective sleeve;
- Custom-printed labels ordered with your name or address;
- Digital download items such as moving checklists.
Sealed and untouched units of these items can still be returned within the 14-day window.
4. Damaged, Defective or Missing Items
If your parcel arrives damaged, if items are missing or if a product turns out to be defective, you are entitled to a free remedy (replacement or refund) under Articles L.217-3 to L.217-14 of the French Code de la consommation, which transpose EU Directive 2019/771.
To make the process fast, please:
1. Take clear photographs of the outer carton, the shipping label and the damaged or missing items.
2. Send everything to support@zztirans.com within 72 hours of delivery.
3. Do not discard the original packaging until the case is closed — the carrier may need it for inspection.
We will, at our choice and at no cost to you, either send a free replacement of the affected items or refund their value. For severe transit damage, the platform handles the carrier claim directly; you do not need to file a parallel claim with the carrier.
5. Who Pays for Return Shipping
- Free-of-charge returns: items received damaged, defective, or sent in error. We provide a prepaid label.
- Withdrawal returns (no-reason returns within 14 days): the customer pays the return shipping. EU customers can use any tracked service. Outside the EU, we can issue a prepaid label and deduct the cost from the refund.
6. Refund Method and Timeline
We refund to the original payment method used at checkout:
- Card payments processed by Stripe: refunded to the same card.
- Apple Pay / Google Pay: refunded to the underlying card.
- Bank transfers: refunded to the originating account.
Legal maximum timeframe to refund under Article L.221-24 of the Code de la consommation is 14 days from the date we receive the returned goods (or from the date you provide proof of return, whichever is earlier). In practice, our team processes refunds within 5 to 7 working days of receipt at our French warehouse; the actual time before the funds appear on your statement depends on your bank or card scheme.
7. How to Start a Return
1. Email support@zztirans.com with your order number, the items you wish to return and the reason.
2. Within two working days you will receive a Return Merchandise Authorisation (RMA) number and the return address.
3. Pack the items securely. Write the RMA number on the outside of the parcel.
4. Send the parcel using a tracked service. Keep the proof of postage until the refund is confirmed.
5. We notify you by email when we receive the parcel and when the refund is issued.
You may use the standard EU withdrawal form, but it is not mandatory; a clear written statement is enough.
8. Return Address
Unless we provide a different address in writing (for example, a regional return hub for non-EU customers), all returns should be sent to:
ZZTirans Returns – Z TRANS SARL
21 Rue du Dix Neuf Mars 1962
38690 Biol – France
For customers based outside the EU, please wait for our instructions before shipping anything back. Returning a parcel without an RMA may trigger customs duties on import into France that we will deduct from the refund.
9. Exchanges
We do not run a formal exchange process because most kits are unique by composition. To swap an item, place a new order and return the original under the rules above. If both transactions take place within the same 14-day window we waive the restocking fee on the original kit as a goodwill gesture, provided it is returned unused.
10. Consistency with Our Shipping Policy
The delivery time estimates referenced in this document (for example, the 5 to 7 working days for a refund or the 72-hour window for damage reports) are coordinated with the lead times set out in our Shipping Policy. Where the two documents appear to differ, the more recent version (currently dated 2026-05-11) prevails.
11. Questions
For any question about returns, write to support@zztirans.com or call +33 759 069 145 from Monday to Friday, 9:00 to 17:00 (Europe/Paris time, excluding French public holidays).
Last updated: 2026-05-11