Scope of Application
These terms and conditions govern all orders placed on our website for customers in Europe, Asia, Australia, and Africa. For orders to other regions, please refer to the respective terms and conditions available through our footer language selector.
Company Information
Your contractual partner for all orders within the scope of this online offer is:
Active Rehabilitation Distribution Company ApS
CVR: DK30606280
Indiakaj 20
2100 Copenhagen
Denmark
Email: customerservice@zoof.com
We exclusively sell products to customers who are at least 18 years of age.
For all business relationships between Zoof and the customer, these terms and conditions apply exclusively in the version current at the time of order placement.
Order Process and Contract Formation
The product presentations on this website constitute a non-binding invitation for customers to submit an order to Zoof. When you click the "Buy" button during the checkout process, you are making a legally binding offer to purchase the items in your cart.
After clicking the "Buy" button, modifications to your order (such as changes to the delivery address or order cancellation) may be requested but cannot be guaranteed. You will receive an order confirmation and acceptance via email.
Important: By completing your purchase, you agree to these terms and conditions and confirm that all provided information is accurate and complete.
Personal Information and Communication
When placing an order through our webshop, you will be required to provide the following information:
- Full name
- Phone number
- Email address
- Residential address
Additionally, we collect information regarding your purchase and payment details. This information is used exclusively for order processing purposes. Your email address serves for sending order confirmations, while your name, address, and phone number are used for shipping label creation and package delivery.
We or our shipping partners may use this contact information to reach you regarding any questions or issues related to order processing or shipment.
Payment Methods
The Zoof online shop accepts the following payment methods:
- VISA Card
- MasterCard
- Maestro
- Apple Pay
- Amazon Pay
- Google Pay
- iDEAL
- Klarna
- Bank Transfer
We utilize a secure online payment platform that ensures encrypted and protected payment processing. The purchase amount will only be charged to your account after your order has been shipped.
Pricing
All prices displayed in the webshop are final end prices, inclusive of applicable taxes.
Customers located outside the European Union are responsible for any customs clearance procedures and local taxation requirements in their respective countries.
Delivery
Delivery Timeframes
Estimated delivery times are calculated during checkout based on your product destination. Actual product delivery is handled by our shipping partners, and circumstances beyond our control or our partners' control may cause delivery delays. Therefore, Zoof cannot be held responsible for late deliveries.
If the estimated delivery time has passed, please allow an additional 48 hours for unforeseen delays to resolve. If your products have not arrived after this grace period, please contact our customer service team for assistance.
Shipping Costs
Shipping costs vary by region. Orders above €110 may qualify for free shipping in certain areas:
Region | Orders Above €110 |
---|---|
EU Zone 1* | Free shipping |
EU Zone 2* | Free shipping |
Rest of Europe | Location-specific** |
US & Canada | Location-specific** |
Rest of World | Location-specific** |
*Islands and remote areas, including but not limited to Cyprus and Malta, may incur shipping charges
**For orders below €110 and location-specific regions, shipping costs will be displayed during checkout once the shipping address is entered
EU Zone Classifications
EU Zone 1: Austria, Belgium, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Spain, Sweden
EU Zone 2: Bulgaria, Croatia, Greece, Hungary, Italy, Monaco, Slovakia, Slovenia
Transit Damage
If packaging or products delivered to you show obvious damage, please immediately file a complaint directly with the delivery service and notify us without delay. Failure to file a complaint or contact us does not affect your legal warranty rights, but helps us pursue claims against the carrier.
Missing Products
If one or more products are missing from your delivered order, please contact our customer service immediately. Claims for missing products must be submitted within 7 calendar days of package receipt.
Returns Policy
We strive for your complete satisfaction with every purchase. Should you be unsatisfied with your purchased goods for any reason, you may return them to Zoof within 30 days of product receipt.
Demo wheelchairs and used replacement parts are excluded from returns and cannot be returned. In certain regions, we can support return shipping costs due to favorable arrangements with shipping agencies. Unfortunately, this service is not available for all regions.
Return Shipping Responsibility
Region | Wheelchair | Accessories |
---|---|---|
EU Zone 1* | Zoof covers cost | Customer responsibility |
EU Zone 2* | Customer responsibility | Customer responsibility |
Rest of Europe | Customer responsibility | Customer responsibility |
US & Canada | Customer responsibility | Customer responsibility |
Rest of World | Customer responsibility | Customer responsibility |
Product Condition Requirements
You are responsible for maintaining the product's condition before returning it. Products must be returned in a condition suitable for resale without value depreciation. This means:
- The wheelchair must show no scratches or usage marks
- The seat must remain unstained
- Wheels must be cleaned of dirt and show no wear signs
In cases of value depreciation, the depreciation amount will be deducted from your refund. We cannot accept returns of non-standard products modified according to customer requests.
Packaging Requirements
Products must be returned in their original packaging materials.
Refund Process
Upon receipt of your returned product, you will receive a full refund within 14 days. The purchase amount (excluding possible shipping costs) will be refunded using the same payment method used during purchase, unless you explicitly request otherwise.
Return Procedure
If you qualify for free return shipping (see table above), email us at customerservice@zoof.com with your name and order number, and we will arrange return shipping.
If you are not eligible for free return shipping, please send your return to:
Returns Department
Indiakaj 20
2100 Copenhagen
Denmark
Right of Complaint
Danish Sale of Goods Act regulations regarding deficiencies apply to products purchased from Zoof.
When placing an order with us, you receive a 2-year complaint right for purchased products. This means you can have the product repaired, exchanged, or receive a refund or price discount, depending on the specific situation. The complaint must be justified, and the deficiency cannot be caused by incorrect product use, damaging behavior, or normal wear and tear.
You must file your complaint within a reasonable time after discovering the deficiency or defect. Complaints filed within two months of purchase are always considered timely.
For justified complaints, we will refund your reasonable shipping costs. Products must always be returned in proper packaging. Remember to obtain a receipt for the return to enable shipping cost reimbursement.
Warranty
We provide a lifetime warranty on Zoof wheelchair frames, symbolizing their superior quality and strength.
Frames are warranted to be free from manufacturing defects in material and workmanship for the lifetime of the original owner. Simply register your purchase on our website to activate this warranty.
For other wheelchair components, standard warranty terms apply. Damage resulting from normal wear and tear, improper use, maintenance neglect, or damage caused by external forces is not covered by warranty.
Privacy Policy
To place an order in our webshop, we require the following information:
- Name
- Address
- Phone number
- Email address
We use this information exclusively for processing and delivering products to you. Information is collected by Active Rehabilitation Distribution Company ApS and retained for 7 years before deletion.
The data controller for our website is Active Rehabilitation Distribution Company ApS. For detailed information about data processing, please refer to our Privacy Policy.
Purchase Complaints
If you wish to file a complaint about your purchase, contact us at customerservice@zoof.com. If we cannot find a suitable solution, you may file a complaint through the European Online Dispute Resolution platform on their website.
Contact Information
For questions, concerns, or support regarding these terms and conditions:
Active Rehabilitation Distribution Company ApS
Indiakaj 20
2100 Copenhagen, Denmark
CVR: DK30606280
Email: customerservice@zoof.com
These terms and conditions were last updated on June 30, 2025.