Politique de remboursement

Refund Policy

We want every order to arrive perfect and make you happy. Because all of our products are custom made-to-order just for you, returns are limited to quality or shipping issues only (we cannot accept “change of mind” returns on personalized items).

30-Day Return Window You have 30 days from the date of delivery to contact us about any problem. (During November 15 – January 15 the window is automatically extended to 45 days.)

We gladly accept returns and issue full refunds or free replacements for:

  • Printing or production errors (wrong design, misprinted image, blurry print, text mistakes, etc.)
  • Significant color differences from the product mockup shown on the website
  • Damaged or defective items (holes, rips, stains, peeling print on arrival, etc.)
  • Wrong item or wrong size shipped

Non-returnable situations (no refund or exchange):

  • Change of mind / no longer want the item
  • Ordered the wrong size or color (please use our size charts)
  • Minor color variations caused by different screens/monitors
  • Minor print placement shifts (≤ 0.5 inch / 1.5 cm)
  • Damage caused by washing or wearing the item

How to start a return

  1. Email zayafactory@gmail.com within 30 days of delivery
  2. Include:
    • Your order number
    • Reason for return
    • Clear photos of the issue (multiple angles + close-ups)
  3. We will reply within 1–2 business days with approval and next steps

If the issue is our fault, we send you a free prepaid return label (or a returnless refund if cheaper) and process a full refund or replacement — your choice.

Refund timeline Once approved and (if required) the item is received back:

  • Refund issued to your original payment method within 7 business days
  • You’ll get a confirmation email when the refund is processed

Shipping costs

  • Our mistake → we pay return shipping + refund your original shipping fee
  • Customer choice (wrong size, change of mind, etc.) → customer pays return shipping; original shipping is non-refundable)

Restocking fee None — we never charge restocking fees.

Thank you for supporting Zaya Factory! If anything isn’t right, just reach out — we’ll take care of you.