Terms and Conditions
General Terms and Conditions (GTC)
for the use of www.nest-nuzzle.com
Last updated: February 2025
1. Scope
These General Terms and Conditions (GTC) apply to all orders placed via the platform www.nest-nuzzle.com, operated by:
Zyntra BI Solutions FZ-LLC
Compass Building, Al Shohada Road
Al Hamra Industrial Zone – Free Zone
Ras Al Khaimah, United Arab Emirates (UAE)
Email: support@nest-nuzzle.com
By placing an order, you accept these terms and conditions in their version valid at the time of the order.
2. Role of Zyntra BI Solutions FZ-LLC / No manufacturer's liability
(1) Zyntra BI Solutions FZ-LLC operates the platform exclusively as operator and intermediary between buyer (customer) and supplier/fulfillment partner.
(2) Zyntra BI Solutions FZ-LLC is not a manufacturer, reseller, or owner of the products offered.
(3) The products are shipped directly from the supplier to the customer after ordering (dropshipping).
(4) Zyntra BI Solutions FZ-LLC receives compensation in the form of the price difference (selling price minus purchase price) for providing the platform, payment processing, customer support and technical services.
(5) Unless expressly stated otherwise, the purchase agreement for physical products is concluded directly between the customer and the respective supplier.
(6) Statutory warranty and product liability claims relating to the goods are therefore primarily directed against the supplier/manufacturer. Zyntra BI Solutions FZ-LLC merely assists the customer in communicating and enforcing these claims.
3. Conclusion of contract
(1) The presentation of the products on the website does not constitute a legally binding offer.
(2) The customer makes a binding offer to purchase only by clicking on “Buy now” in the checkout.
(3) The automatic email sent immediately after the order is placed is merely an acknowledgment of receipt.
(4) The contract is concluded as soon as the supplier or Zyntra BI Solutions FZ-LLC confirms the order by e-mail or the goods are dispatched.
4. Prices & Payment Methods
(1) All prices in the shop include statutory VAT (where applicable) and exclude shipping costs.
(2) Available payment methods (depending on Shopify/country):
• Credit card (Visa, MasterCard, etc.)
• PayPal
• Apple Pay / Google Pay / Shop Pay
• Other methods offered via Shopify Payments
(3) For payments via PayPal or credit card, the charge will be made immediately after order completion.
5. Shipping & Delivery
(1) Shipping is carried out by external suppliers/fulfillment partners.
(2) Delivery times vary depending on the product and delivery country. Typical delivery time: 5–20 working days.
(3) Shipping costs will be displayed at checkout.
(4) Delays caused by force majeure, customs procedures or transport service providers shall not give rise to any claims for damages against Zyntra BI Solutions FZ-LLC.
6. Retention of title
The goods remain the property of the respective supplier until full payment is received. Ownership does not transfer to Zyntra BI Solutions FZ-LLC.
7. Right of withdrawal for consumers (EU)
(1) Customers from the European Union have a right of withdrawal of 14 days in accordance with consumer law.
(2) Details are set out in the separate ‘Cancellation Policy’ (see below).
(3) Digital products or personalized items are excluded from the right of withdrawal.
8. Returns & Complaints
(1) Returns must be requested exclusively via email to support@nest-nuzzle.com.
(2) The return process shall be carried out according to instructions – returns must not be sent without authorization.
(3) Defective, incorrect or damaged products must be reported with photographic evidence.
(4) If goods are sent to the wrong location or without authorization, no refund can be issued.
9. Warranty & Liability
(1) The statutory warranty rights shall apply, where applicable.
(2) In case of defects, the customer is obliged to contact support first.
(3) Zyntra BI Solutions FZ-LLC shall only be liable for intent and gross negligence.
(4) No liability for:
• Delivery delays due to third-party providers or customs
• Product defects attributable to the manufacturer or supplier
• Damage caused by improper use of the products
(5) Zyntra BI Solutions FZ-LLC is not liable as a manufacturer under the Product Liability Act.
10. Data protection
The collection and processing of personal data is carried out in accordance with our privacy policy. No data will be passed on to uninvolved third parties without your consent.
11. Intellectual Property
(1) All texts, images, graphics and designs of the website are protected by copyright.
(2) Any use outside of normal purchasing (e.g. copying, resale) is prohibited.
12. Choice of Law & Jurisdiction
(1) The law of the United Arab Emirates (UAE) shall apply.
(2) Consumers from the EU are also subject to mandatory EU consumer law.
(3) The place of jurisdiction is Ras Al Khaimah, UAE (unless consumer protection law applies).
13. Final Provisions
(1) Should any clause of these Terms and Conditions be invalid, the remainder shall remain valid.
(2) Changes to these Terms and Conditions will become effective upon publication on the website.
(3) By using the website, the customer agrees to the terms and conditions.
Cancellation policy & return policy
1. Right of withdrawal for consumers (EU)
If you are a consumer within the meaning of EU directives, you have the right to withdraw from this contract within 14 days without giving any reason.
The cancellation period is 14 days from the day on which you or a person designated by you (not the transport service provider) received the goods.
2. Exercising the right of revocation
To exercise your right of withdrawal, you must inform us (Zyntra BI Solutions FZ-LLC – support@nest-nuzzle.com) of your decision by means of a clear statement (e.g. e-mail).
You can use the following sample text for this (optional):
—
I hereby revoke the contract for the purchase of the following goods:
Ordered on:
Received on:
Customer name:
Order number:
—
3. Consequences of the revocation
If you cancel this contract, all payments, including standard shipping costs, will be refunded within 14 days of receiving your cancellation notice.
Important:
• The refund will be issued using the same payment method you used.
• We reserve the right to refuse reimbursement until the goods have been received back by our supplier or you can provide proof of shipment.
4. Return of goods
After your cancellation has been confirmed by our support team, you will receive all necessary return information (address of the respective supplier or fulfillment service).
• The return must be made no later than 14 days after cancellation.
• The goods must be returned unused, undamaged and – if possible – in their original packaging.
• Products with signs of use or damaged packaging may be excluded from a refund or only partially refunded.
5. Who pays the return shipping costs?
• The customer bears the direct costs of the return shipment, unless we have caused an error (wrong, defective or damaged item).
• Goods that cannot be shipped by parcel (bulky goods) will be collected by individual arrangement.
6. Exclusion or premature expiry of the right of withdrawal
The right of withdrawal does not apply to the following items:
• Personalized / custom-made products
• Hygiene items / health products after opening (e.g. pillows, personal care products)
• Digital content, if the service has already started and you have expressly consented.
7. Voluntary return policy (30 days)
In addition to the statutory right of withdrawal, we voluntarily grant a 30-day return policy, provided that:
• The product is undamaged and in its original packaging.
• No hygiene/special item available
• The return has been registered with the supplier or our support team
This is a voluntary goodwill gesture and not a legal obligation.
8. Complaints (damaged or defective products)
Should the goods be damaged, incorrectly delivered, or defective, please contact us within 7 days of receipt by email at support@nest-nuzzle.com with:
• Order number
• Description of the problem
• Photos or videos as evidence
We will then arrange for a replacement or refund, subject to availability.
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