Returns & Refunds

Retail return eligibility

You may request a return for a ready-to-ship product within 14 calendar days after the tracking record shows delivery. The return period begins on the delivery date, not the order date.

For a change-of-mind return, the product must be unused, uninstalled and in its original condition. Include the original packaging, accessories and any parts supplied with the item. Products showing use, damage caused after delivery, missing parts or unsuitable repacking may not qualify for a full refund.

Damaged, defective or incorrect products

Inspect the parcel shortly after delivery. If an item arrives damaged, has a confirmed manufacturing defect, or is different from the item ordered, email us within 7 calendar days after delivery.

• Provide the order number and the email address used at checkout.
• Describe the problem clearly.
• Attach photographs of the product, outer parcel, shipping label and damaged packaging where relevant.
• Keep the item and packaging until we confirm whether a return is required.

After review, we may arrange a replacement, repair, partial refund or full refund depending on the problem. When the issue is confirmed as our error and a physical return is required, Zesmir will provide approved return instructions and cover the reasonable authorized return shipping cost.

How to request a return

1. Email [email protected] before the applicable deadline.
2. Include your order number, the product concerned, the reason for the request and supporting photos when relevant.
3. Wait for our written decision and return instructions. We may resolve a confirmed shipping or quality problem without requiring the item to be mailed back.
4. If a return is authorized, pack the item securely and use a trackable shipping method.
5. Send the tracking number to us and retain your shipping receipt until the case is complete.

Unauthorized returns, cash-on-delivery parcels and packages sent to an unconfirmed address may be refused.

Return shipping and fees

Change-of-mind returns

The customer is responsible for return shipping. Original outbound shipping charges are not refundable unless required by law. We do not charge a separate restocking fee for an eligible item returned in the required condition.

Confirmed damage, defect or incorrect item

Zesmir is responsible for the approved remedy. Do not purchase return postage before receiving instructions, because unapproved costs may not be reimbursed.

Refund timing

When a returned item is required, we normally inspect it within 3 business days after receipt. Once a refund is approved, we normally issue it to the original payment method within 5 business days. Banks and payment providers may need an additional 5 to 10 business days to display the credit.

A refund may be reduced when an item is returned used, incomplete or damaged for reasons unrelated to delivery or manufacturing. We will explain any adjustment before completing the case.

Exchanges

We do not offer direct exchanges for change-of-mind requests. If a retail return is approved, place a new order for the preferred color, size or style. Replacement of a damaged, defective or incorrect item is handled as a product-issue claim rather than an exchange.

Custom, personalized and made-to-order products

Custom 3D printed parts, CNC parts, personalized figurines, painted models, prototypes, OEM production, custom packaging and other made-to-order work are produced for a specific buyer. These orders cannot be returned because of a change of mind after production, material preparation or paid design work begins.

If custom work materially differs from the approved file, written specification or confirmed sample because of a verifiable manufacturing error, notify us within 7 calendar days after delivery. We will review the order records and may arrange a reprint, repair, replacement, partial refund or refund as appropriate.

Normal process characteristics that were disclosed before production, buyer-supplied file errors, incorrect dimensions supplied by the buyer, expected handmade variation, and damage caused by installation or use are not manufacturing defects.

Order cancellations

A ready-to-ship retail order may be cancelled before dispatch. Once the parcel has been handed to the carrier, an eligible item must follow the return process above.

For custom manufacturing orders, contact us immediately. Cancellation is not available after production begins. When work has not started, any refund decision may account for approved design, engineering, material or payment-processing costs already incurred.