REFUNDS & RETURNS POLICY for Zaqolo
At Zaqolo (https://thestripedcat.com), we are committed to providing you with the highest quality custom-designed apparel, collectibles, and homeware. Because customer satisfaction is our top priority, we have established clear guidelines regarding order modifications, returns, and refunds.
I. Order Cancellations & Modifications
- Cancellation/Modification Window: If you change your mind or realize you made an error in your order, you may request to cancel or modify your order (such as changing the size, color, design, or shipping address) within 24 hours of placing it.
- After 24 Hours: Once the 24-hour window has passed, your order is locked for processing and automatically enters production. Because our products are custom made-to-order, we cannot accept any cancellation or modification requests after this timeframe.
- How to Request: Please email us immediately at [email protected] with your order number and details of the requested changes.
- Cancellation Fee: Please note that if you request a cancellation after 24 hours and the order has already entered processing, a management and transaction fee of 10% of your total order value may apply.
II. Return Eligibility & Customer Selection Errors
Because our apparel, homeware, and collectibles are uniquely made-to-order, we generally do not accept returns, exchanges, or issue refunds for customer selection errors. This includes:
- Incorrect selection of sizes, colors, styles, or designs.
- Typographical, spelling, or grammatical errors in customized details uploaded by the customer.
- Issues with the quality of original images uploaded by the customer.
- Change of mind or buyer’s remorse.
- Minor or repairable thread issues that can be easily cut or fixed.
- Items that have been worn, washed, altered, or damaged after delivery.
Please carefully review the sizing charts and product descriptions on our website before finalizing your purchase. Note that a slight color variance (up to 20%) between the website mockup images and the actual product is acceptable due to lighting and monitor displays.
III. Eligible Reasons for a Free Replacement or Refund
We stand firmly behind the quality of our craftsmanship. If a mistake is made on our part, we will gladly support a free replacement or a full refund within 30 days of delivery. For verified defective or incorrect items, you do not need to physically return the product to receive support.
Eligible reasons include:
- The product arrives damaged, broken, or defective.
- The print quality is poor, blurry, or significantly misplaced.
- The item received differs significantly from the original order in design, size, color, or material.
- You received the wrong product altogether.
- The apparel item received has wrong measurements compared to the size guide (a difference of over 1.5 inches from standard measurements).
- The order is lost in transit and the shipping address provided was correct.
IV. How to Submit a Claim
To file a refund or replacement request, please follow these steps:
- Email Us: Contact us at [email protected] within 30 days of receiving your order.
- Provide Documentation: In your email, please include:
- Your full name and Order Number.
- A detailed description of the problem.
- Clear photo or video evidence of the issue (e.g., showing the damage, print defect, or wrong size measured flat with a ruler).
- A photo of the original shipping/packaging label.
- Review Process: Our support team will review your claim and respond within 2 to 3 business days.
- Do Not Return Packages Automatically: Please do not return any packages to our warehouse without prior written approval and authorization, as we cannot be responsible for lost returns.
V. Return Shipping Costs & Refund Processing
- Return Shipping Cost: If we request a physical return of a defective or incorrect item, Zaqolo will cover the return shipping costs (meaning the cost to you is $0.00). For approved returns due to other exceptional circumstances, the customer is responsible for return shipping costs.
- Refund Processing Time: Approved refunds are processed to your original payment method within 2 business days of approving the claim or receiving your return.
- Delayed Refunds: Refunds usually take some processing time. If you do not see the refund after 10 to 15 business days, please contact your bank or credit card company first. If you still need help, contact us at [email protected].
VI. Address Accuracy & Carrier Issues
It is the customer’s strict responsibility to provide an accurate, complete, and valid shipping address at checkout.
- Zaqolo is not responsible for delayed, lost, or undelivered packages due to address mistakes provided at checkout.
- If a tracking status shows your package was successfully “Delivered” but you have not received it, we recommend checking your mailbox/property, asking neighbors, and contacting the local carrier where it was delivered. We cannot process replacements or refunds for orders marked as successfully delivered.
Contact Us
- Store Name: Zaqolo
- Support Email: [email protected]
- Phone Number: +1 (415) 639-0546
- Business Address: 530 5th Ave, New York, NY 10036, US