Faulty Products & Complaints

1. Your Legal Rights

If your product is faulty or does not conform to the contract, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and the applicable consumer protection laws.

The duration and scope of your statutory rights depend on the laws applicable to your purchase. These rights may extend beyond two years in some countries.

Your statutory rights are separate from Ztove's 30-day return policy and any additional commercial warranty offered by Ztove.

Nothing in this policy limits or excludes any mandatory consumer rights that apply in your country of residence.

2. How to Submit a Complaint

If you experience a problem with your product, contact our Support team through the Ztove app or by email at info@ztove.com.

Please provide your order number and a description of the issue. Our team may ask you for photographs, videos or other information to help assess the problem.

Where appropriate, our Support team may guide you through remote troubleshooting before determining the next steps.

3. Inspection, Repair or Replacement

Depending on the nature of the issue and the applicable legal requirements, Ztove may arrange an inspection, repair, replacement or another remedy required by law.

If a product needs to be returned for inspection or repair, it does not need to be in its original packaging. However, it must be securely packaged to prevent damage during transport. Please contact Support before sending a product anywhere.

Where a defect covered by applicable consumer law is confirmed, the applicable remedy will be provided without charge, including necessary transport costs where required by law.

4. If No Covered Defect Is Found

If an inspection establishes that the issue was caused by misuse, incorrect installation or operation, accidental damage, or another cause not covered by applicable statutory rights or warranty terms, Ztove will explain its findings.

Any proposed charge for diagnostics, transport or repair will be communicated in advance and agreed with you where required. Ztove will not impose charges in a way that conflicts with your statutory consumer rights.