ZEMOTTOS Policy for Replacement, Exchange, Refund, and Order Updates: (updated Jan 2023)
REPLACEMENT
Our products are printed and processed by humans, therefore as much as we want to have a 100% error-free production, there is sometimes an issue, we will accept the following reason below for a Free replacement:
- Wrong order received ( e.g., size, color, print )
- Lost in transit ( if it is more than the time frame we have for the area )
- Faulty items ( e.g., seams destroyed, poor print quality ) Sublimation
Normal Imperfection for sublimation on ready-garments are not included on this (white streaks on seams, underarms), we recommend using the cut and sew items instead.
Note: Please provide images for the claims, your customers don't need to return the items received if these are the cases. Items should not be worn/used when filing claims.
EXCHANGE
We used to accept exchange for orders but unfortunately, we no longer have this option, if in any case customers do not like the product, design, size, etc we cannot accept exchange and replace them for free. As much as we want to the expenses of this process are not healthy for us as a small company. A new order needs to be placed for cases like this.
REFUND
We process refund only if case replacement is not amenable to customer; we don't process a refund for the following reason:
- The customer does not like the product (fabric, design)
- Change of mind
- Does not fit
- Return order (wrong/insufficient address, refuse, addressee unknown, etc)
Important: Request for replacement and a refund should be STRICTLY WITHIN 2 WEEKS TIME FRAME ONLY from the date customer received the order or for loss in transit 1-2 months only from the time we shipped. For tracked orders, we cannot send a replacement or refund once the tracking shows delivered and your customers claim they did not receive the order unless the delivery address is incorrect.
CANCELATION AND ORDER UPDATE:
We have a time frame for the processing which is 3-5 business days. These are only average time frames we may be able to process and ship the orders as early as the 1st business day, we highly recommend requesting updates within 24hrs from the time the order was received.
- Cancellation is only possible if the order has not been printed yet.
- Order update (only for size & color) is only possible if the order has not been printed yet.
- Change of design and/or item requests is not possible.
- Shipping address update is only possible if the order has not been shipped yet.
ZEMOTTOS Shipping Fees
We offer a Flat Shipping rate per order (i.e: for any number of products ordered)
Flat Shipping rate amount depends on region/country as follows:
3.45£ United Kingdom
4.95£ United States
5.85£ France & Germany
7.75£ Australia & Canada
6.65£ Rest of the World