Refund policy

Refund Policy at ZB Creative

At ZB Creative, we are committed to delivering top-notch personalised items and ensuring customer satisfaction. However, we have a clear refund policy in place to address various situations. Please take a moment to review our policy:

1. Refunds for Change of Mind:

We do not offer refunds for orders based on a change of mind or if you have made an incorrect selection. We kindly ask our customers to make their choices carefully before placing an order. This includes selecting the correct product, size, colour, and personalisation details.

2. Custom Personalised Orders:

Once we have initiated the printing or cutting process for custom personalised orders, changes to the order details are not possible. It's important to ensure that all information provided for customisation is accurate at the time of order placement. We take great care to fulfill orders exactly as specified.

3. Incorrect Orders:

If you receive an incorrect item due to an error on our part, please contact us within the same day of receiving your order. We will promptly assess the situation and provide a suitable solution, which may include a replacement, or exchange, depending on the circumstances. 

4. Cancellations:

We cannot cancel an order once the order is placed. 

5. Refund Process:

If you are eligible for a refund based on the criteria mentioned above, we will process the refund within 2 business days of receiving the returned item (if applicable). The refund will be issued to the original payment method used for the purchase.

 

6. Damaged Items:

At ZB Creative, we prioritize the safe delivery of your orders and take utmost care when packaging each parcel. However, we understand that, on rare occasions, items may be damaged during transit, which is beyond our control. Please review our damages policy:

Responsibility for Damaged Items:

ZB Creative cannot be held responsible for any damage caused to items during transit by the postal service. We take every precaution to package parcels securely to minimise the risk of damage.

Reporting Damaged Items:

If, upon receiving your order, you discover that an item has been damaged during transit, please contact us immediately. We are committed to addressing any issues promptly.

Damages Enquiry with Aus Post:

In the event of damage, we will assist you in lodging a damages enquiry with the postal service. This inquiry will help determine the cause of the damage and whether compensation can be claimed.

Required Information:

To initiate a damages enquiry, we will require specific information from you, such as clear photographs of the damaged item and its packaging. Additionally, we may ask you to provide any documentation or details required by the postal service for their investigation.

Resolution:

Once the damages enquiry is lodged with the postal service, we will work closely with you to resolve the issue. This may involve sending a replacement item, or taking other appropriate actions based on the outcome of the postal service's investigation.

Timely Reporting:

Please report any damage to your items as soon as possible after receiving your order. Timely reporting is essential for a smooth resolution process.

While we cannot control the actions of the postal service, we are committed to providing you with the best possible support and assistance in the event of any damage to your order during transit. Our goal is to ensure your satisfaction, and we appreciate your understanding and cooperation regarding our damages policy. If you have any questions or need to report damage, please contact us at zb.creativeau@gmail.com

7. Contact Us:

If you have any questions or concerns please reach out. You can contact us at zb.creativeau@gmail.com

We value your business and strive to provide you with exceptional products and services. Our refund policy is designed to be fair and transparent, ensuring a smooth shopping experience for all of our valued customers. Thank you for choosing ZB Creative for your personalised items and gifts.