Refund & Return Policy

Order Cancelling or modifying before production

Cancellation or modification requests (including changes to size, design, or shipping address) can only be accepted before your order enters production. Once production begins, changes or cancellations may no longer be possible because processing and customization may already be underway.

To request a change, email us at info@zylomak.com immediately. Include the change you'd like.

Please note that a cancellation or modification request is only considered approved after you receive written confirmation from our team. If you do not receive a confirmation within 24 hours of your email, please follow up.

If your request is received before production begins, we will review it and confirm whether the change or cancellation can be completed. 

Requests submitted after production has started cannot be guaranteed. If any adjustment is still possible, we will notify you as soon as possible.

Shipping address changes requested after production begins cannot be guaranteed and may not be available depending on the current status of your order.


No Return or Exchange for Custom Orders

All of our products are custom-made based on the images, designs, and specifications provided by each customer. Because each item is uniquely created for you and cannot be resold, we generally do not accept returns or exchanges for custom orders.

Returns or exchanges are not accepted for the following reasons:

  • Change of mind
  • Personal preference
  • Incorrect size selection made by the customer
  • Incorrect image, design, or customization details provided by the customer
  • Issues caused by the quality, resolution, or clarity of customer-uploaded images

Please carefully review all order details, including images, sizes, designs, and customization information before submitting your order.


Damaged, Defective, or Incorrect Orders

We take great care to ensure that every order is produced according to your submitted specifications.

If your order arrives damaged, defective, or contains an error caused by us, please contact us within 7 days of delivery and provide:

  • Your order number
  • Clear photos showing the issue
  • Any relevant details about the problem

After reviewing your request, we will provide an appropriate resolution, which may include a replacement or refund if the issue is confirmed to be caused by our production error or shipping damage.


Tracking Shows "Delivered" but You Have Not Received Your Products

If your tracking information shows "Delivered" but you have not received your package, please take the following steps:

  1. Check around your delivery location, including your porch, side door, garage area, building lobby, or mail room.
  2. Ask your household members, neighbors, or building management in case the package was received or misplaced.
  3. Allow 24–48 hours after the delivery update, as carriers may occasionally mark packages as delivered before the actual delivery is completed.

If your package is still missing after 48 hours, please contact us within 7 days of delivery at info@zylomak.com. We will assist you in contacting the carrier and opening a claim when necessary.

Depending on the carrier’s investigation results and the specific circumstances of the case, we may provide a replacement or refund. For packages confirmed as delivered by the carrier, we may require a carrier case number or additional information before approving a resolution.

Please note that requests submitted more than 7 days after delivery may be subject to carrier claim limitations.

 

Refund Processing

Approved refunds will be issued to the original payment method within 15 business days after approval.

Please note that your payment provider may require additional processing time before the refund appears in your account.


Contact Us

If you have any questions regarding our Refund & Return Policy, please contact us:

Email: info@zylomak.com