1. Important Note on Custom Personalized Products

2. Eligible Cases for Refund / Free Remake

1. Our production error
    

   Wrong pet name, misspelled text, wrong engraving content, reversed image, wrong product size/shape printed due to our factory mistake. You must provide clear photos/videos of the defective item within 7 calendar days after delivery.

2. Damaged goods during shipping
    

   Broken, scratched, cracked, or heavily dented items caused by transit rough handling. Retain original packaging and take complete unboxing footage as proof.

3. Lost or undelivered package
    

   Tracking shows the parcel is marked lost by the shipping carrier, or no delivery update appears over 30 business days for international orders. We will either resend the product or process a full refund per your request.

4. Item mismatch with approved preview
    

   If we did not follow the design proof you confirmed before production and the final product differs drastically from your agreed preview image.

Required Proof for All Claims

• Your original order number
• Clear photos or unboxing video showing the problem
• Shipping tracking number
   

  Send all evidence to hello@zoeglow.com with subject line: Refund Claim + [Your Order Number]

3. Non-Refundable Situations

1. You changed your mind after order confirmation, no longer want the custom pet gift, or ordered the wrong pet photo/name by your own mistake.
2. Minor color difference: Slight tone variations between digital screen display and physical print exist due to monitor, lighting, and printing materials, which are not considered defects.
3. Small natural texture differences on wood, acrylic, metal, ceramic materials, which are normal craft characteristics.
4. You submitted blurry, low-resolution, distorted photos leading to unclear printing results. We remind all customers to upload high-quality clear images before checkout.
5. Delayed delivery caused by customs inspection, local postal backlog, incorrect shipping address provided by you, missed delivery, or failed pickup.
6. Order canceled after production has started. Once our factory begins manufacturing your custom product, cancellation requests will be rejected.
7. Wear, scratches, breakage caused by improper use, accidental drop, long-term oxidation, or improper storage after receiving the item.

4. Order Cancellation Rules

• Within 12 hours after checkout: Full cancellation & full refund available if production has not started. Email hello@zoeglow.com immediately with your order ID.
• Over 12 hours or production initiated: Cancellation is unavailable, no refund will be granted.
• Rush / Express custom orders start production immediately after payment, and cannot be canceled at any time post-purchase.

5. Return Shipping Responsibility

• If the issue is our fault (print error, wrong item, factory defect): We cover all reshipping costs for remade items. No return shipping fee charged to you.
• If you request a voluntary return for non-eligible reasons (change of mind): You bear all outbound and return shipping fees, plus a custom production restock fee equal to 50% of the order total; original shipping cost at checkout is non-refundable.

6. Refund Processing Timeline

1. After we receive and verify your supporting evidence, we will reply via hello@zoeglow.com within 3–5 business days to confirm approval.
2. Approved refunds will be issued to your original payment account (Stripe / PayPal).
3. Funds usually take 5–15 business days to reflect in your bank or payment wallet, depending on your payment provider’s processing speed.
4. Original shipping fees paid at checkout are non-refundable unless the entire claim is our full responsibility.

7. Exchange Policy

8. Policy Updates

9. Contact Us for Refund Support