Refund policy

Refund & Return Policy

Made-to-Order Products

All of our products are made to order. This means each item is produced specifically for you after your order is placed.

Because of this, we do not accept returns, exchanges, or refunds for buyer’s remorse, wrong size selection, incorrect shipping address, failed delivery due to customer-provided address issues, or failure to collect the package.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, misprinted, or if you received the wrong item.

To report an issue, contact us at support@zodilux.com within 14 days of delivery and include:

  • Your order number
  • A clear description of the issue
  • Clear photos of the item and packaging

Once we review the issue, we will determine whether a replacement, refund, or other solution is appropriate.

Returns

We do not accept returns unless the item is defective, damaged, misprinted, or significantly different from what was ordered, and the return has been approved by us first.

Items sent back to us without first contacting us and receiving approval will not be accepted.

Wrong Size or Buyer’s Remorse

Please check the size guide carefully before placing your order.

Since each item is made to order, we do not offer returns, exchanges, or refunds if the wrong size was selected, if you changed your mind, or if you no longer want the item after purchase.

Incorrect Address, Failed Delivery, and Unclaimed Packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order cannot be delivered because of an incorrect or incomplete address, failed delivery attempts, refusal of the package, or failure to collect the package from the local carrier, the order is not automatically eligible for a refund.

If the package is returned to sender, we will review the case once the carrier or fulfillment partner confirms the final shipment status. Where possible, we may offer a reshipment. Additional shipping costs may apply.

Lost or Delayed Packages

  • If your package is significantly delayed or appears to be lost, please contact us at support@zodilux.com so we can review the tracking information and contact our fulfillment or shipping partner where possible.
  • If tracking shows that the package was delivered but you have not received it, please first check with your local carrier, neighbors, household members, building reception, or local pickup point.

Order Cancellations

  • Orders can only be cancelled if production has not started yet.

Because our products are made to order, once an order has entered production or has been shipped, it cannot be cancelled.

Refunds

  • If a refund is approved, it will be issued to your original payment method. Please note that it may take several business days for your bank or credit card company to process and post the refund.

European Union Customers

Customers in the European Union may have a legal right to withdraw from certain online purchases within 14 days.

However, this right may not apply to products that are made to order, customized, personalized, or produced specifically for the customer after the order is placed.

This does not affect any statutory rights that may apply under consumer protection laws.