Terms and Conditions

Neuhaus Zen Ltd
Last updated: January 2026

Welcome to Neuhaus Zen. These Terms & Conditions ("Terms") govern your use of our website 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 the United Kingdom.

2. Use of This Website

You agree to use our website only for lawful purposes. You must not:

  • Use the site in any way that causes damage or disrupts access

  • Attempt to gain unauthorised access to our systems

  • Use our content for commercial purposes without permission

  • Transmit viruses, malware, or harmful code

We reserve the right to suspend or block access if these Terms are violated.

3. Products & Orders

All products are subject to availability. We reserve the right to limit quantities or discontinue products at any time.

When you place an order, you will receive an email confirming receipt. This does not mean your order has been accepted. A contract is formed only when we send a dispatch confirmation.

We reserve the right to refuse or cancel orders, including where:

  • There is a pricing or product description error

  • We suspect fraud or unauthorised activity

  • Products are unavailable

If we cancel an order, you will be refunded.

4. Prices & Payment

All prices are listed in the currency shown at checkout and may include VAT where applicable.

We may change prices at any time, but changes will not affect confirmed orders.

Payments are processed securely by third-party payment providers. We do not store full card details.

5. Shipping & Delivery

Delivery times are estimates and not guaranteed. We are not responsible for delays caused by couriers, customs, or events outside our control.

Risk in products passes to you upon delivery.

6. Returns & Consumer Rights

If you are a UK or EU consumer, you have the right to cancel most orders within 14 days of receiving your goods under consumer protection laws.

To exercise your right to cancel, contact us at customer.care@neuhauszen.com.

Items must be returned unused and in original packaging unless faulty.

Refunds will be processed within 14 days of receiving returned goods or proof of return.

This does not affect your legal rights regarding faulty or misdescribed products.

7. Intellectual Property

All content on this website — including text, images, branding, logos, graphics, and product descriptions — is owned by Neuhaus Zen Ltd or licensed to us.

You may not copy, reproduce, or use our content for commercial purposes without written permission.

8. User-Generated Content

If you submit reviews, comments, or other content:

  • You grant us a non-exclusive, royalty-free licence to use, reproduce, and display it

  • You confirm it does not infringe any third-party rights

  • We may remove content we consider unlawful, offensive, or inappropriate

9. Links to Other Websites

Our website may contain links to third-party sites. We are not responsible for their content or privacy practices.

10. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Breach of your legal consumer rights

To the maximum extent permitted by law, we are not liable for:

  • Indirect or consequential loss

  • Loss of profit, business, or data

  • Issues caused by events outside our reasonable control

Our total liability relating to any product will not exceed the amount you paid for that product.

11. Website Availability

We aim to keep our website available at all times but do not guarantee uninterrupted access. We may suspend or withdraw the site for maintenance or updates.

12. Privacy & Cookies

Your use of our website is also governed by our Privacy Policy and Cookie Policy, which explain how we collect and use your data.

13. Marketing Communications

If you sign up for email or SMS marketing, you agree to receive communications from us. You can unsubscribe at any time using the link in emails or by replying STOP to SMS messages. Consent is not a condition of purchase.

14. Changes to These Terms

We may update these Terms from time to time. The latest version will always be posted on this page with an updated revision date.

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.