Neuhaus Zen Ltd
Last updated: February 2026
Welcome to Neuhaus Zen. These Terms & Conditions ("Terms") govern your use of www.neuhauszen.com and the purchase of products from us.
By using our website or placing an order, you agree to be bound by these Terms. If you do not agree, please do not use our website.
1. Who We Are
Neuhaus Zen Ltd
71–75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom
Email: customer.care@neuhauszen.com
Phone: +44 7398 860602
We are a company registered in England and Wales.
2. Use of This Website
You agree to use our website only for lawful purposes. You must not:
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Use the site in any way that causes damage or disrupts access
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Attempt to gain unauthorised access to our systems
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Use our content for commercial purposes without permission
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Transmit viruses, malware, or harmful code
We reserve the right to suspend or restrict access where these Terms are violated.
3. Products & Orders
All products are subject to availability. We reserve the right to limit quantities, withdraw, or discontinue products at any time.
When you place an order, you will receive an email acknowledging receipt. This does not constitute acceptance of your order. A legally binding contract is formed only when we send you a dispatch confirmation email.
We reserve the right to refuse or cancel orders where:
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There is a pricing or product description error
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We suspect fraud or unauthorised activity
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Products are unavailable
If we cancel an order after payment has been taken, a full refund will be issued.
4. Prices & Payment
All prices are listed in the currency shown at checkout and include VAT where applicable.
Prices may change at any time but will not affect confirmed orders.
Payments are processed securely through third-party payment providers. We do not store full card details.
5. Shipping & Delivery
Delivery timeframes are estimates and not guaranteed. We are not responsible for delays caused by couriers, customs processes, or events outside our reasonable control.
Risk in the goods passes to you upon delivery.
6. Returns & Consumer Rights
Your statutory rights are not affected by these Terms.
If you are a UK consumer, you have the right to cancel most orders within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.
Full details of our return process, including cancellation rights, personalised item exclusions, and return shipping responsibilities, are set out in our Shipping & Returns Policy.
Goods made to your specifications or clearly personalised may not be cancelled once production has begun, except where faulty.
Refunds are processed in accordance with applicable consumer law.
7. Intellectual Property
All content on this website — including text, images, branding, logos, graphics, and product descriptions — is owned by or licensed to Neuhaus Zen Ltd.
You may not reproduce, distribute, modify, or use our content for commercial purposes without prior written consent.
8. User-Generated Content
If you submit reviews, comments, images, or other content:
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You grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, and display it
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You confirm it does not infringe the rights of any third party
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We reserve the right to remove content considered unlawful, offensive, or inappropriate
9. Links to Other Websites
Our website may contain links to third-party websites. We are not responsible for their content, policies, or practices.
10. Limitation of Liability
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:
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Death or personal injury caused by negligence
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Fraud or fraudulent misrepresentation
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Breach of your statutory consumer rights
To the maximum extent permitted by law, we are not liable for:
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Indirect or consequential loss
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Loss of profit, revenue, business, or data
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Issues arising from events outside our reasonable control
Our total liability in relation to any product will not exceed the amount paid for that product.
11. Website Availability
We aim to keep our website available at all times but do not guarantee uninterrupted or error-free access. We may suspend or withdraw access for maintenance, updates, or operational reasons.
12. Privacy & Cookies
Your use of our website is also governed by our Privacy Policy and Cookie Policy, which explain how we collect, use, and protect your data.
13. Marketing Communications
If you opt in to receive email or SMS marketing communications, you agree to receive promotional messages from us. You may unsubscribe at any time using the link provided in emails or by replying STOP to SMS messages. Consent to marketing is not a condition of purchase.
14. Changes to These Terms
We may update these Terms from time to time. The most current version will always be available on this page with the revised date shown above.
15. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.