Terms of service

Terms and Conditions of Sale – Zenva Scooters

Preamble
These Terms and Conditions of Sale (T&Cs) govern the contractual relationship between Mychoco S.à r.l., a company registered in Luxembourg and owner of the Zenva brand, operating the website https://zenvascooters.com, and any individual or entity wishing to purchase products via the website.

By placing an order, the buyer fully accepts these T&Cs.

Article 1 – Scope
These T&Cs define the rights and obligations of both parties regarding the online sale of products offered by Zenva via Shopify, including electric scooters and related urban mobility accessories.
Article 2 – Prices
Prices are indicated in Euros  or Dollars, including delivery and all applicable taxes (TTC).
Zenva reserves the right to modify prices at any time. Products will be invoiced at the price in effect at the time the order is confirmed.
Article 3 – Orders
All orders placed on zenvascooters.com imply acceptance of these T&Cs.
After payment confirmation, a confirmation email will be sent.
Mychoco S.à r.l. reserves the right to cancel or refuse any order if there is an existing dispute with the customer.
Article 4 – Product Availability
Offers are valid while products are visible on the website.
If a product becomes unavailable after the order, Zenva will inform the customer when it is back in stock.
Article 5 – Delivery
Products are delivered to the address provided by the customer during checkout.
Delivery times are indicative. In case of significant delay, the customer will be informed. No compensation may be claimed for delays.
Article 6 – Payment
Payment is accepted via credit/debit card, Apple Pay, or any other method provided by Shopify Payments.
Payments are secured according to PCI-DSS standards. Installment payment is not available at this time.
Article 7 – Customer Service / Claims
All claims, after-sales service, or assistance requests must be sent via email to:
zenvascooters@gmail.com
The customer has 48 hours after delivery to report any issues (damaged package, non-compliant product, missing accessory) and must provide photos and other evidence if requesting a refund or replacement.
Article 8 – Right of Withdrawal (EU Only)
In accordance with EU Directive 2011/83/EU and Luxembourg law, EU consumers have a 14-calendar-day right of withdrawal from distance contracts, without justification.
The period starts from the day the product is received.
Returns must be in their original condition, complete with packaging, accessories, and invoice.
The buyer bears return shipping costs, unless the product is defective.
Procedure:
  1. Contact Zenva at 📧 savzenvascooters@gmail.com
  2. Zenva will provide an RMA (Return Merchandise Authorization) and return address.
  3. Return the product according to instructions in the RMA.
Article 9 – Returns for Defective or Non-Conforming Products
Applicable worldwide.
If a product is defective, damaged, or not as described:
Notify Zenva within 48 hours of delivery
Provide photos and description of the issue
Zenva will confirm replacement or refund after verification.
Return shipping costs:
Europe: Zenva covers if product is defective
Non-Europe: Zenva covers if product is defective
Article 10 – Refund Conditions
Refunds are made using the same payment method or as store credit if requested.
For defective products, Zenva covers return shipping.
For withdrawals (EU only) or non-defective returns, the buyer bears shipping costs.
Article 11 – Legal Warranty (EU Only)
European consumers benefit from a 2-year legal guarantee covering non-conformities or hidden defects from the delivery date.
This guarantee applies even if the product has been used normally.
Procedure: Notify Zenva promptly with description/photos.
Zenva may repair, replace, or refund the product.
Return shipping for defective products is covered by Zenva.
Article 12 – Used Products / Depreciation
Products used beyond simple testing may be subject to depreciation proportional to actual condition.
This does not apply to normal testing to verify the product’s functionality.
Article 13 – Customer Responsibility for Returns
The customer is responsible for the product until received by Zenva.
Packages must be properly packed with tracking.
Damages during return shipment may lead to repair costs or depreciation.
Article 14 – Personal Data
Data collected is processed by Mychoco S.à r.l. for order management, billing, delivery, customer service, and marketing.
Hosting and technical processing are done by Shopify International Ltd., GDPR-compliant.
EU consumers have rights to access, correction, deletion, restriction, objection,and portability.
Contact: 📧 zenvascooters@gmail.com
CNPD complaints: www.cnpd.lu
Article 15 – Intellectual Property
All content on the site (texts, images, logos, videos) is the property of Mychoco S.à r.l.
Reproduction without prior written authorization is prohibited.
Article 16 – Liability
Mychoco S.à r.l. is not liable for damages resulting from misuse of products or website.
Limitations do not apply in cases of gross negligence or fraud.
Article 17 – Independence of Clauses
If any provision is invalid, the rest remain valid. Equivalent provisions will replace invalid ones in compliance with Luxembourg law.
Article 18 – Applicable Law & Disputes
Governed by Luxembourg law.
In case of dispute, amicable resolution is sought first via 📧 savzenvascooters@gmail.com.
If unresolved, litigation falls under Luxembourg courts, unless mandatory law in the consumer’s country applies.
Article 19 – Use of Scooters & Safety
Customers acknowledge the risks of electric scooter use.
Follow speed limits of your country, traffic rules, and safe storage.
Zenva is not liable for accidents due to reckless or improper use, wet conditions, or storage in humidity.