Returns & Exchanges

At Zigpac, we want you to be fully satisfied with your purchase. Below is an overview of our policies for refunds, exchanges, and order modifications/cancellations:

• Refunds Policy
• Exchange Policy
• Order Modification/Cancellation

Refunds Policy

We strive to ensure customer satisfaction with every purchase. Our refund policy varies depending on whether the product is a stock item or a custom item:

For Stock Products

• If you don’t like the product: You may return the item within 30 days of receipt for a refund. The return shipping cost will be your responsibility. Additionally, the original shipping cost (if any) will not be refunded.
• If there is a quality issue: You are eligible for a full refund without returning the product. We kindly request you to provide clear photos or videos showing the quality issue for verification.

For Custom Products

• If you don’t like the product: Refunds are not available for custom products as they cannot be resold.
• If there is a quality issue: You are eligible for a full refund without returning the product. Please provide photos or videos as proof of the quality issue for verification.

About Refund

• The refund will be issued to the original payment method.
• Unfortunately, due to transportation delays, your refund may require an additional 3-7 business days to process. Thank you for your patience and understanding.
• As part of PCI compliance, no refunds will be issued to any card other than the credit card used on the order.
• If you don't have access to the credit card used on the order, the amount of the refund will be issued as a store credit only to the customer's Zigpac Store Credit account.

Note: Refunds are processed to the original payment method, and it may take up to 14 business days for the amount to reflect in your account, depending on your bank's processing times.

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Exchange Policy

Our exchange policy varies depending on whether the product is a stock item or a custom item:

For Stock Products

• If you don’t like the product: You may exchange the item within 30 days of receipt. You will be responsible for:
  • The shipping cost of returning the item.
  • The shipping cost of sending the replacement product.
• If there is a quality issue: We will send you a replacement at no additional cost. You do not need to return the original product but must provide photos or videos showing the quality issue for verification.

For Custom Products

• If you don’t like the product: Exchanges are not available for custom products as they cannot be resold.
• If there is a quality issue: We will send you a replacement at no additional cost. You do not need to return the original product but must provide photos or videos as proof of the quality issue.

Note: If a replacement product is unavailable for quality issues, you may choose to receive a full refund instead.

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Order Modification/Cancellation

At Zigpac, we understand that you may occasionally need to modify or cancel an order. Our policies are outlined below and depend on whether the order is for stock products or custom products:

For Stock Products

• Modification: If your order has not yet shipped, you can modify details such as the shipping address (excluding the country) or billing address. For other changes, please contact our customer service team for assistance.
• Cancellation: You may cancel your order before it has been shipped by contacting our customer service team. Once shipped, orders cannot be canceled, and you will need to follow our return policy after receiving the item.

For Custom Products

• Modification: Modifications depend on the production stage:
  • If the requested changes affect parts of the order that have not yet entered production, we can assist in making the changes.
  • For parts of the order already in production, modifications may not be possible. Please contact our customer service team to discuss options.
• Cancellation: Custom orders cannot be canceled once production has begun. If production has not started, you may contact our customer service team to request cancellation. After production or shipment, our refund and return policy will apply once the product is received.

After Shipment

Once an order has been shipped, no modifications or cancellations can be made. If you are unhappy with your purchase, please refer to our Refunds Policy and Exchange Policy sections after receiving the product.

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