Refund Policy

We know that mistakes can occasionally happen, even when we work hard to get everything right. In the rare event that we make a mistake with your order, we want to make sure you have a smooth and worry-free after-sales experience.

Please notify us within 7 days of receiving your order, and we will work with you to resolve the issue.

• If your order contains printed or embroidered items that materially differ from your approved final design, or if the customization is applied to the wrong product, we will reproduce the affected items at our expense, including shipping costs, or issue a full or partial refund based on your preference.
• If we are unable to correctly reproduce the affected items after reasonable attempts, we will refund the cost of those items. Refunds will be issued within 1–2 days after we receive the returned item(s). After the refund is issued, it may take an additional 7–10 business days for the funds to appear in your account, depending on your payment provider or bank.
• You may choose the shipping method for your order. If you return or exchange an eligible item, we will refund the original postage paid, except for shipping costs associated with items that have already been shipped.

Cancellations:

Because personalized items are unique and made specifically for you, a customization fee is included for each personalized item.

If you would like to cancel your order, please email us with your order number and reason for cancellation. We will process the cancellation as long as the order has not yet entered production.

Please note that production of personalized items may begin promptly after an order is submitted. Once your order has entered production, cancellations are subject to a $20 restocking fee per item.

Once your refund has been processed, you will receive a confirmation email.

Refunds will be issued based on the original amount paid within 1-2 business days, less applicable shipping fees and production costs for personalized items, except in cases involving an incorrect shipment. Depending on your financial institution, it may take an additional billing cycle for the refund to appear on your statement. Please allow an additional 7–10 business days for the refunded funds to become available in your account. 

Disclaimers:

• General Return: Customized and made-to-order products are generally non-returnable due to change of mind, personal preference, or incorrect size selection.
• Damaged / Defective / Incorrect Products: If your order arrives damaged, defective, or incorrectly customized, please contact us within 7 calendar days of delivery.
• Evidence：Please provide your order number and clear photos or videos showing the issue.
• Resolution: Depending on the situation, we may offer a replacement, remake, partial refund, or full refund.
• Refund Time: Approved refunds will be issued to the original payment method within 1-2 business days after approval.
• Refund Processing: We will process approved refunds within 1–2 business days after receiving and inspecting the returned item.
• Bank Processing: After the refund is issued, it may take an additional 7–10 business days for the funds to appear in your account, depending on your payment provider or bank.

We reserve the right to update this policy at any time. Any changes will be posted on this page.

For any questions regarding cancellations or our other policies, please contact us online or email service@zixkit.com. We aim to respond within 24 hours.