Frequently Asked Questions
Rest assured! If your order is too large (e.g., a massage table and some accessories), we may not be able to ship it as a single package. In that case, we send your order in two separate shipments.
Have you received only part of your order? Typically, the remaining items are delivered later the same day or on the next business day. You can find both tracking numbers on your order status page.
You can easily process your return through our online return portal! However, return shipping costs are at your own expense unless the return is due to an error on our part (such as shipping damage, receiving the wrong product, or a manufacturing defect).
Place an order
Sure! Here’s the corrected and more natural version of your text:
Have you made your choice and want to place an order with us? Simply follow these steps:
- Go to the product page of the item you want to order.
- Click on "Add to cart" (the large orange button).
- Click on the shopping cart icon in the top right corner of your screen. Then, click "View cart."
- Review your cart. If everything looks good, click "Proceed to checkout."
- Enter your details under "Shipping address."
- Select your shipping method.
- Choose your payment method.
- Click "Place your order now." Your order will be placed!
If you place your order using your account, the process is even faster since we already have your details. No account? No problem! You can also order without an account—we’ll just need your details once.
Please inform us as soon as possible via email, WhatsApp, or by giving us a call. As long as your item has not been shipped or pre-ordered, you can cancel your order. If the item has already been shipped before we receive your cancellation request, you can still exercise your right of withdrawal.
Please contact our customer service to update the name or address on your order.
Sorry! At ZenGrowth, things don’t always go as planned, and unfortunately, you may be affected. However, this shouldn’t happen, and we’re committed to resolving your complaint! The quickest way to reach us is by contacting us via email or phone.
If you’re still not satisfied with the solution we’ve provided, you can submit your complaint to the disputes committee through the European ODR Platform.
We can fully understand that you'd like to see the more expensive items in our range (massage tables and massage chairs) before placing an order. In collaboration with SportLavit in Helmond, we've set up a showroom where you can view part of our collection. This is also the place to visit if you’d like to receive personal (in-person) advice about our massage oils!
Which products can be viewed in the showroom?
Unfortunately, not all of our products are available for viewing in the showroom, as it's not financially feasible yet, and we want to continue offering you the best prices.
The following products are available to view in our showroom, in collaboration with SportLavit:
- All ZenGrowth massage tables and massage chairs
- All ZenGrowth saddle stools and massage stools
- All ZenGrowth hot stone products
- Several variants of Verana massage oils
- The complete Rowo massage oil collection
- Nearly all ZenGrowth accessories (disposables, oil holsters, etc.)
The following products are not available to view in our showroom, in collaboration with SportLavit:
- All Restpro and Master Massage massage tables / massage chairs
- All Caldera hot stone products
Payment
Our account number is NL57 RABO 0366 0827 52. Always mention your order number (starting with MA-#) when making a payment.
Yes. As soon as you begin the checkout process, you will enter a secure online environment. This ensures that no one can secretly monitor your transaction. Your transaction details are encrypted and transmitted via an SSL connection. You can recognize a secure SSL connection by the green padlock icon in your browser.
Yes, when you place an order, the amount is reserved on your credit card. The actual charge is made only after delivery, so you pay afterward. You can also choose to pay later via Klarna if you're shopping as a private customer on our website.
When you choose to pay later, it’s important not to make the payment directly to ZenGrowth. If you do, Klarna will not be aware of your payment and will send you reminders.
Within a few days of receiving your order, you will receive an email from Klarna with the payment details. Haven't received an email? Contact Klarna, and they will assist you further.
You can choose from the following payment options:
- iDEAL
- PayPal
- Credit card: Maestro, Visa, MasterCard, American Express
- Prepayment via bank transfer (please note that this may result in a longer delivery time)
- Bancontact (payment method for Belgian customers)
- Google Pay
- Apple Pay
- Klarna Pay Later
Unfortunately, we do not accept cash payments.
When you choose Klarna as your payment method, it may happen that you are unable to complete your order. When selecting Pay Later, Klarna checks whether you are eligible to order for the selected amount.
Klarna reviews certain details, such as your order history with Klarna, the amount, and in some cases, external information from a credit agency. These factors are used to determine whether you can select Klarna as a payment method.
Always make sure your details are correct when choosing Klarna, as incorrect information could result in your payment being declined.
Although we cannot view why your payment was declined due to privacy regulations, based on our experience, here are a few things that may help:
- Change your delivery/billing address to the address where you are actually registered.
- Pay any outstanding invoices.
- Contact Klarna for further assistance.
If you chose to pay later via Klarna, it is important that the payment goes through them as well.
If we have received a direct payment from you for the order, Klarna will not be aware of this, and they will send you a reminder. Unfortunately, this cannot be processed administratively with Klarna.
For this reason, we will refund you within a few business days after receiving your payment. We ask that you then make the payment to Klarna so that the process is completed correctly on their end.
If you have already paid Klarna but are still receiving reminders, please contact us so we can resolve this with them. Don’t forget to provide your order number.
When you choose credit card as your payment method during checkout, it’s possible that the payment may be declined. Credit card payments are subject to checks due to fraud sensitivity. Of course, we don’t assume you are committing fraud, but these checks are performed. Unfortunately, the exact process cannot be shared, as it’s an automated system where the reason for rejection cannot be disclosed. The same may apply when paying with PayPal.
If a payment is declined and you still want to complete your order, try using a different browser or an incognito tab, or select another available payment method.
Exchanges and returns
You can register your return within 30 days of receiving the product. After that, you have an additional 14 days to return the product for free. You have 2 options:
- Exchange your product for another one
- Return your product and get a refund
To receive the full purchase amount back, it’s important to return the product in its original, undamaged condition. Please inspect the product as you would in a store.
Yes, this is possible, but it cannot be done through our online return form. In this case, please contact us at info@zengrowth.nl. We can arrange to have the products picked up at your home. Please note that the return shipping costs will be at your expense (unless the return is due to an error on our part), and these costs may be higher than returning a product via regular mail
You can easily register your return through our online return portal! However, you will need to cover the return shipping costs, unless the return is due to an error on our part (such as shipping damage, wrong product, or manufacturing defect).
When you return an item, there are no additional costs, but you will need to cover the return shipping costs. However, if the items need to be returned due to an error on our part (e.g., shipping damage, incorrect item, or incorrect product information), we will cover the return shipping costs. In such cases, please contact us first.
Return shipping rates via our online return portal:
Netherlands
- Letterbox package rate (PostNL) – €4.95
- Standard package rate (DHL, up to 10kg) – €6.25
- Heavy package rate (DHL, up to 20kg) – €8.00
- XL package rate (PostNL, up to 30kg) – €12.70 (rate for all massage tables)
Belgium
- Standard package rate (PostNL, up to 20kg) – €9.75
- XL package rate (PostNL, up to 30kg) – €13.95 (rate for all massage tables)
Would you like to exchange your product? No problem at all. You can contact us at info@zengrowth.nl for this. However, you will be responsible for the return shipping costs.
We will refund you as soon as we have processed your return. Most returns are processed within 14 days, and often much faster. How quickly the money appears in your account depends on your payment method.
Yes, of course! In that case, please contact us.
Yes, of course. You can return each product from your order separately. In the online return form, you can specify which product you would like to return.
Almost always, yes. However, it logically depends on the condition of your product. To receive the full purchase amount back, it’s important to return the product in its original, undamaged condition. This way, we can offer the product to someone else.
If the product is not in original condition, we will assess the depreciation based on its condition.
So, inspect the product as you would in a store. Example: Remove a massage table from the box and inspect it from all sides. Lie on it carefully (without shoes), but avoid using oil for massaging on it.
Yes, you can return your Second Chance product within the 30-day satisfaction guarantee. The product must be in the same condition as when you received it. If your product breaks after 30 days, we still offer the 2-year warranty you’re accustomed to.
Warranty and repairs
Unfortunately, it is not possible for us to cover all damages. If the item has been used improperly, no claim can be made under the manufacturer’s warranty. Improper use includes the following:
Incidental damage to the upholstery of the massage table, massage chair, or massage stool. This includes damage caused by sharp objects (e.g., scissors or a knife) near the product. We also recommend being careful and gentle when unpacking the product. Damage, such as a tear in the upholstery caused by sharp objects, is not covered by the manufacturer.
Damage caused by the use of incorrect cleaning agents or chemicals
Using the wrong cleaning products or stronger chemicals can permanently damage the upholstery of your massage table, massage stool, or massage chair. Just like with oil, these substances can cause the upholstery to peel or break down. Read our article on how to maintain your massage table to ensure this never becomes an issue!
Damage in general caused by not reading the instructions properly
Although this may seem less relevant for items like a massage stool, it is crucial for electric massage tables or hot stone heaters. Always read the product’s manual, and if you have any questions, don’t hesitate to contact us!
It depends on the product. Read more about the manufacturer's warranty for each product group here.
Please contact us at info@demassagewinkel.com, and we will assist you further from there!
If your product breaks within the warranty period and it's due to a manufacturing defect, the repair is completely free. However, we often find that the issue can be resolved by sending replacement parts that you can reassemble yourself. If this is not the case, we may sometimes provide a replacement item.
Even if the defect is caused by user error, we can still assist with the repair. However, you will need to pay for this service. We cannot provide an exact cost in advance. First, we will inspect your product, provide an estimate, and wait for your approval before proceeding with the repair.
We aim to send you an update about your repair or warranty claim at least once a week. If we have a solution sooner, we will, of course, inform you right away.
Second-hand products have the same warranty period as new products. This way, you can be sure that your product will last for years to come!
Your invoice or proof of purchase serves as the warranty proof. We will send it to you via email or include a printed version with your purchase.
Second-hand Products
Check out our beautiful Second-hand overview with all the products you can give a second life. You can further filter in the left menu by product type or brand, for example.
Returned products are given a second life as much as possible, and you benefit from this too. These returned products are inspected and then sold as Second-hand products with a nice discount. It's good for you and for the environment. Ordering a second-hand product works almost the same as ordering a new product.
With second-hand products, you can expect the same delivery as with regular products. Orders placed on weekdays before 10:00 PM will be delivered the next day. You can also pick up second-hand products in person.
Yes, you can return your second-hand product within the 30-day satisfaction guarantee. The product must be in the same condition as when you received it. If your product breaks after 30 days, we still offer the 2-year warranty you are accustomed to.
Second-hand products have the same warranty period as new products. This way, you can be sure that your product will last for years to come!
Business
Yes, VAT can be reversed for all Belgian and French customers. However, this is not possible for Dutch customers.
To reverse the VAT, please follow these steps:
1. Create an account in our webshop and enter your VAT number.
2. Send an email to info@demassagewinkel.com stating that you would like to reverse the VAT on your orders.
3. We will make the adjustment in the backend of our system. From now on, you can always place orders with reversed VAT when logged into your account.
4. After checkout, you will receive a confirmation and be able to download the invoice with the reversed VAT.
For every order in our webshop, you will automatically receive a VAT invoice. This is generated once the products are shipped. In the email with the shipping confirmation, you will find a copy of the invoice via a download link.
If you haven’t received the invoice, please send an email to info@demassagewinkel.com.
As a business customer, you will receive a packing slip with your order. The invoice is sent online via email, along with the shipping confirmation.
If you haven’t received the invoice, please send an email to info@demassagewinkel.com.
Although the legal requirements for business customers are less strict than for private customers, we guarantee at demassagewinkel.com that you can still benefit from our service as a business customer. You can return all products within 30 days, and there are no shipping costs on orders over €50.
We are happy to provide a quote, but please note that there is a minimum order value. This means you must order at least 5 pieces of the same item, with a minimum value of €1,000.
In this case, please contact us at info@demassagewinkel.com. You will usually receive a quote within one business day.
After you create an account, you can share the login details with multiple employees within your company. They can then also place business orders.
