Right of Withdrawal (EU Customers)

EU consumers have the right to withdraw from their purchase within 14 days of receiving the last item in their order, without giving any reason.

To exercise this right, please contact us at sales@chakozanzibar.com or submit your request via your customer account under "Orders."

Once we receive your withdrawal notice, we will reimburse all payments received, including standard delivery costs, within 14 days. We may withhold reimbursement until the item(s) have been received back or proof of return shipment has been provided.

Return shipping costs are borne by the customer. Items must be returned in their original condition.

Exception: Custom-made or personalised products (e.g. bespoke Terrazzo pieces made to individual specification) are excluded from the right of withdrawal.

Product quality

Chako prides itself on its reputation for good quality. We always strive to produce to the best quality possible. All products undergo a 100% quality control check before dispatch. Since all our products are hand-made, slight variations can occur. Such variations are therefore not a reason for rejection or cancellation of an order. On the contrary, they serve to underline the hand-made aspect of the products, making each piece unique.

Damage claims

CHAKO must be notified of any shortages or damage to goods received within 4 days of receipt of goods. Customers must provide evidence in the form of a detailed description and photos of the damage. CHAKO will replace any missing or damaged items.

Conformity and warranty

CHAKO guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of reliability and/or usability, and the legal provisions and/or government regulations existing on the date of the conclusion of the agreement. If agreed, CHAKO also guarantees that the product is suitable for other than normal use.

Any defects or incorrectly delivered products must be reported to CHAKO in writing within 4 days after delivery. Return of the products must be in the original packaging and in new condition.

The warranty period of CHAKO corresponds to the manufacturer's warranty period. However, CHAKO is never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.

The warranty does not apply if:

• Damage to glassware is the result of a fall or impact damage, wear and/or other negligent actions by the consumer;
• The consumer has repaired and/or modified the delivered products themselves, or had them repaired and/or modified by third parties;
• The delivered products have been exposed to abnormal conditions or are otherwise carelessly treated, or are contrary to the instructions of CHAKO and/or on the packaging;
• The defect is wholly or partly the result of regulations that the government has set or will set with regard to the nature or quality of the materials used.

Delivery and execution

CHAKO will take the greatest possible care when receiving and executing orders for products and when assessing applications for the provision of services.

The place of delivery is the address that the consumer has made known to CHAKO.

With due observance of what is stated below, CHAKO will execute accepted orders expeditiously, but at the latest within 30 days, unless the consumer has agreed to a longer delivery period. If the delivery is delayed, or if an order cannot or can only partially be executed, the consumer will be notified of this no later than 30 days after placing the order. In that case, the consumer has the right to dissolve the agreement without costs. The consumer is not entitled to compensation.

All delivery times are indicative. The consumer cannot derive any rights from any stated terms. Exceeding a term does not entitle the consumer to compensation.

In the event of dissolution as described above, CHAKO will refund the amount paid by the consumer as soon as possible, but no later than 14 days after dissolution.

If delivery of an ordered product proves to be impossible, CHAKO will make every effort to make a replacement item available. At the latest upon delivery, it will be reported in a clear and comprehensible manner that a replacement item will be delivered.

The risk of damage and/or loss of products rests with CHAKO until the moment of delivery to the consumer or a pre-designated representative announced to CHAKO, unless expressly agreed otherwise.

Duration transactions: duration, cancellation and extension

The consumer can terminate an agreement that has been entered into for an indefinite period and that extends to the regular delivery of products or services, at any time, with due observance of the agreed cancellation rules and a notice period of no more than one month.

The consumer can terminate an agreement that has been entered into for a definite period and that extends to the regular delivery of products or services, at any time towards the end of the fixed term, with due observance of the agreed cancellation rules and a notice period of no more than one month.

The consumer can, in respect of the agreements referred to in the previous paragraphs:

• Cancel at any time and not be limited to cancellation at a specific time or in a specific period;
• At least cancel in the same way as they were entered into;
• Always cancel with the same notice period as CHAKO has stipulated for itself.

An agreement that has been entered into for a definite period and that extends to the regular delivery of products or services may not be tacitly extended or renewed for a fixed term.

An agreement that has been entered into for a definite period and that extends to the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer may cancel at any time with a notice period of no more than one month.

If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness oppose cancellation before the end of the agreed term.