Terms and Conditions

These are the terms and conditions of Zyxel Store (the “Store”), which form a legally binding agreement between you (“you” or “your”) and Zyxel Networks and its affiliates (“us”, “we”, or “Zyxel”). These Terms set out your rights and obligations in relation to the products and services offered by Zyxel through this Store or related websites (collectively, the “Sites”).

Please read these Terms carefully before accessing or using our Store, as they govern your rights and obligations.

By accessing or placing an order through the Store, you agree to be bound by these Terms, our Terms of Use, Privacy Policy, and Warranty Information (collectively, the “Policies”).

Thank you for shopping at Zyxel Store operated by Zyxel Networks. We invite you to review our policy on refunds and returns if you are not satisfied with your purchase. The following terms are applicable for any products that you purchased from the Store.

1. Ordering
   The information provided in these Terms and on our Sites does not constitute a binding offer, but rather an invitation for you to make an offer to purchase (an "invitation to treat"). Your order constitutes such an offer. We are not obligated to accept your offer, and no binding contract will be formed until we send you an email confirming that the product has been dispatched (the “Shipment Notification”). Please note that receiving an order confirmation email only confirms that we have received your order—it does not constitute acceptance. The contract for the purchase of a product (the “Contract”) will only be formed upon our issuance of the Shipment Notification and will apply only to the products explicitly confirmed as dispatched in that notice. You must be at least 18 years old to place an order. If you are under 18, you must obtain consent from a legal guardian(s). By accepting these Terms, you confirm that you are at least 18 years old or have such consent to place an order in the Zyxel Store.
2. Right to Refuse
   We may decline your order at any time before sending the Shipment Notification for any reason. If your order is canceled, we will refund the full amount paid for the canceled products. Only items explicitly confirmed in the Shipment Notification are included in the Contract. If your order includes multiple products, each item is subject to separate acceptance and dispatch confirmation in a separate Shipment Notification. We will not be bound to supply any other products until their dispatch has been confirmed in a separate Shipment Notification.

1. Price and Currency
   Prices are displayed in the local currency based on the store selected at checkout. If you use an international credit card, the total charge may vary due to exchange rates and foreign transaction fees imposed by your card issuer. Please consult your bank for applicable fees. Zyxel is not responsible for such charges or for any fees resulting from unclaimed packages or failed deliveries for which Zyxel has no responsibility.
2. Price Accuracy
   We strive to provide accurate pricing and product information but are not liable for any typographical, pricing, or other errors in such communications. Prices, product descriptions, and availability are subject to change without notice. Product materials on the Sites may occasionally be outdated, and Zyxel makes no commitment to update them. We may change any product or services offered on any of the Sites, or the applicable prices, at any time, without prior notice.
3. Payment
   All payments are processed securely via Stripe or PayPal. For more information, please refer to Stripe’s Privacy Policy and PayPal’s Privacy Policy.

1. Title and Delivery
   Ownership of the purchased products passes to you upon delivery, provided full payment has been made. Shipping and handling charges are additional unless explicitly stated otherwise at the time of purchase. Products are shipped under a shipment contract, and logistics providers may vary depending on region and circumstances. For example, UPS is generally used in the EU/UK, but alternative carriers may be used during peak periods or special conditions to maintain timely and efficient delivery. A full list of eligible shipping destinations is available on the checkout page.
2. Delays
   All scheduled shipping dates are estimates only. While Zyxel strives to fulfill orders promptly, we are not responsible for delays caused by factors beyond our reasonable control, including but not limited to weather events, customs procedures, carrier disruptions, or other external circumstances. You acknowledge that Zyxel will not be liable for any loss, damage, or penalties resulting from any such delay in shipment or delivery.
3. Failed Deliveries
   If delivery fails due to circumstances within your control (e.g., incorrect address, failure to receive the package, or refusal of delivery), additional delivery or handling fees may apply.

1. Right to Return
   
   1. Cancellation Window
      You may cancel your order at any time within 30 days after the product has been delivered (the “Cancellation Window”) by submitting a written notice or return request through our Contact Us page. The product(s) must be shipped back to Zyxel within 14 days of submitting your return request.
   2. Return Process
      Returns are handled via UPS or Amazon Multi-Channel Fulfillment (MCF), depending on your region and order logistics. Once your request is approved, you will receive a return label and instructions. Please print the label and follow the provided steps—these may vary depending on the item(s) returned.
   3. Refund Terms
      You will receive a full refund for the returned product(s) and any applicable standard delivery charges. Return shipping costs are generally your responsibility. However, Zyxel reserves the right to cover the return fee in specific cases—such as high-value items or when using a designated logistics partner. This will be confirmed during the return process.
      We reserve the right to withhold the refund until the returned item(s) are received or you provide verifiable proof of return, whichever comes first. Refunds will be processed within 14 days of return approval. If the product was delivered in a damaged or faulty condition and the return shipping cost was not already covered, Zyxel will also refund the return shipping fee.
   4. Duty of Care
      You are required to take reasonable care of the product(s) while in your possession. This includes retaining the original packaging, labels, manuals, and accessories. The product(s) must be returned in the same condition as received, beyond what is necessary for examination. Failure to exercise such reasonable care may result in a reduced refund to reflect any loss in value or, depending on the circumstances, give rise to a right of action against you for breach of statutory duty.
   5. Return Contact
      To initiate a return, please submit your request through our Contact Us page. Return instructions and a shipping label will be provided once your request is reviewed and approved.
   6. Condition of Returns
      Returned items must be in their original condition. Refunds may be refused or reduced if items show signs of misuse, are returned damaged, or are missing labels, seals, or essential components beyond what is necessary for examination. The product(s) should therefore be returned to Zyxel in its original packaging.
2. Defective Products
   
   1. If your product is faulty or does not conform to the contract, you can file a complaint about the product(s) to Zyxel.
   2. Zyxel is entitled to charge a service fee if, after inspection, the product(s) is found not to suffer from a fault or defect.
   3. If a defect is confirmed, Zyxel will either repair the product, replace it with a similar one, or issue a full refund if repair or replacement is not possible.
   4. If the product was damaged upon arrival, please contact us to initiate a return. A replacement will be shipped once the damaged item has been returned.
   5. To return defective products, please submit your request through our Contact Us page.
   6. Zyxel cannot be held liable for any further loss, damage, or penalties once a defective product has been repaired, replaced, or a full refund has been provided.
3. Product Condition
   Returned products must not be damaged, misused, or missing any components or accessories.
   
4. Third-Party Retailers
   If you purchased your product from a third-party retailer, please refer to their individual return policy. These return terms apply only to purchases made directly from the Zyxel Store.
   
5. Statutory Rights
   Nothing in this section affects your statutory rights, including those relating to faulty or misdescribed goods, or your right to cancel under applicable consumer protection laws (e.g., the Consumer Contracts Regulations where applicable).
   

Zyxel may, at its sole discretion, offer a Rewards Program (the “Program”) to eligible customers who log in with a valid Zyxel account and make qualifying purchases or engage in other designated activities through the Store or related Zyxel platforms. The Program allows eligible users to earn virtual reward units (“Coins”) which may be redeemed for discounts on future purchases, subject to these terms.

1. Earning Coins
   1. Qualifying Activities: Coins may be earned by completing qualifying activities, such as purchases made through the Store while logged into your Zyxel account, or participation in Zyxel-hosted events and community engagements.
   2. Earning Rate: The rate at which Coins are earned on Store purchases may vary based on factors including, but not limited to, your customer type, regional store selection, or specific promotions. The applicable earning rate for Store activity will be displayed in Rewards Program pages.
   3. Eligibility for Purchases: Coins will only be granted for purchases where checkout is completed while you are logged in with your valid Zyxel account. Orders placed without logging in are not eligible for Coin accrual, and requests for retroactive credit will not be accepted.
   4. Event and Community Coins: Additional Coins may be earned through participation in Zyxel-hosted events or community activities. Such opportunities are subject to their own specific terms and conditions, and the earning rules and criteria will be detailed on the respective event or campaign pages. Zyxel reserves the right to modify or update such activities and criteria at its sole discretion, without prior notice.
2. Redeeming Coins
   
   1. Redemption Value: Coins can be applied toward future purchases at a fixed redemption rate, which may be adjusted by Zyxel at its sole discretion. The current fixed rate is 10 Coins = 1.00 USD, EUR, GBP, or CHF, depending on your regional store currency.
   2. Application: Coins may be redeemed during the checkout process where applicable.
3. Expiration
   Unless otherwise explicitly stated in connection with a specific earning activity, Coins earned through the Program will expire 12 months from the date they are granted. Expired Coins cannot be redeemed or reinstated. It is your responsibility to track and utilize your Coins before their expiration.
   
4. General Program Terms
   
   1. Nature of Coins: Coins are virtual units, are non-transferable, non-exchangeable, and have no cash value. They do not constitute property, have no monetary worth outside of the Program, and cannot be redeemed for cash or credit.
   2. Program Modification, Suspension, or Termination: Zyxel reserves the right, at its sole discretion, to modify, suspend, or terminate the Rewards Program, or any aspect thereof, at any time, with or without prior notice. This includes, but is not limited to, changes in earning rules, redemption values, eligible activities, or expiration policies. Zyxel shall not be liable to you or any third party for any modification, suspension, or termination of the Program or any loss of Coins.
   3. Additional Terms: Additional terms, conditions, and eligibility criteria may apply to individual campaigns, promotions, or specific earning/redemption opportunities, and these will be specified on the respective promotional or event pages.
   4. Program Abuse: Abuse or misuse of the Program, including but not limited to fraudulent activity, manipulation of earning or redemption processes, or violation of these Terms or any specific campaign terms, may result in immediate disqualification from the Program, forfeiture of all accrued Coins, and potential account suspension or termination. Zyxel reserves the right to take any legal action deemed necessary in response to such abuse.
   5. Account Deletion or Revocation: If your Zyxel account is deleted or revoked for any reason, all corresponding unredeemed Coins associated with that account will be immediately removed and forfeited without compensation.

1. Ｗarranty
   Warranty terms are provided in the Warranty Information. Coverage may vary by region in accordance with local law.
2. LIMITATION ON LIABILITY.
   1. In no circumstances shall Zyxel, its officers, directors, affiliates, employees, licensors, or Internet service providers be liable for any direct, indirect, incidental, consequential, or punitive damages, litigation costs, or expenses, including but not limited to: loss of goodwill, profits or data, interruption of operation, arising from or in connection with these Terms and/or transactions contemplated under these Terms, including use or inability to use the Zyxel website, services, and/or products. This includes, without limitation, inability to use emergency numbers to reach emergency repair staff or get urgent assistance, and unauthorized access or change to user's communication records or information, even if Zyxel has been aware or advised of the possibility of such damages.
   2. In view of the evolving development of new technologies enabling hacking, Internet attacks, and interception of incoming and outgoing information, Zyxel does not guarantee that its products, software, or services, or any equipment, system, or Internet utilizing its products, software, or services, are immune from hacking, attacks, information interception, or other security breaches.
   3. As some jurisdictions do not permit exclusions or limitations on the liabilities for implied guarantees or consequential or incidental damages, these restrictions in this clause may not apply to certain users. Users may have other legal rights depending on the jurisdictions they are located. These limitations shall apply to the greatest extent as permitted under applicable law.
3. Force Majeure
   1. Zyxel is not responsible for any failure to perform its obligations under the Contract, if it is delayed or prevented in performing those obligations by an event of force majeure. In the event of force majeure, Zyxel is entitled to suspend or cancel affected orders without liability.
   2. Force majeure events include, but are not limited to, the following: war (declared or undeclared), invasion, acts of foreign enemies, hostilities, acts of terrorism, civil war, rebellion, revolution, insurrection of military or usurped power, riot, civil unrest, requisition or compulsory acquisition by any governmental or competent authority, radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel, radioactive toxic explosive or other hazardous properties of any explosive assembly or nuclear component, earthquakes, flood, fire or other physical natural disaster, strikes at national level or industrial disputes at a national level, or strike or industrial disputes by labor not employed by the affected party, its subcontractors or its suppliers, internet or supply chain disruptions, and any kind of pandemic.

If any part or provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions will remain in full force and effect.

This Contract is subject to applicable export control laws and regulations. You may not export products purchased from the Zyxel Store to countries or territories if this is prohibited by such export control laws. Zyxel cannot be held liable for any loss, damage, or penalty resulting from export restrictions that you may encounter.

These Terms and any disputes arising out of or related to these Terms, the use of the Store, or the purchase of products shall be governed by and construed in accordance with the laws of Taiwan, without regard to its conflict of law principles. You agree that the courts of Taiwan shall have exclusive jurisdiction over any such disputes.

These Terms, along with any documents expressly referenced herein (including the Terms of Use, Privacy Policy, and Warranty Information), constitute the entire agreement between you and Zyxel regarding your use of the Store and the subject matter of any Contract, and supersede any prior agreements, understandings, or arrangements between you and us, whether oral or in writing.