Refund and Returns Policy

Last Updated: November 6, 2026

At ZUFRA, we aim to provide our customers with high-quality personalized phone cases and a positive shopping experience. Each product is prepared according to the customization details provided by the customer, which makes every order unique. We carefully handle each order to ensure that the final product meets our quality standards. However, we understand that certain situations may arise in which a customer wishes to request a refund. This policy explains the conditions, procedures, and requirements applicable to refund requests, as well as the circumstances under which a refund may be considered.

Refund Request Period

Customers wishing to request a refund must contact us by email within seven (7) calendar days of receiving their order. The seven-day period begins on the date the product is delivered to the customer's address. To be considered within the permitted timeframe, the refund request must be sent before or on the seventh calendar day following delivery. The date and time at which the initial email is sent will be used to determine whether the request was submitted within the applicable period. Requests received after the seven-day period has expired will generally not be considered under our voluntary refund policy, unless the circumstances are covered by applicable consumer protection laws.

It is important to understand that submitting a refund request within the seven-day period does not automatically guarantee a refund. All requests must include a valid reason relating to the product or the fulfillment of the order and will be carefully reviewed before a final decision is made. The purpose of this period is to allow customers sufficient time to inspect their purchase and notify us of any issues they may have experienced after receiving their product.

Conditions for Refund Approval

Refunds are not automatically granted upon request. Each case is evaluated individually, taking into consideration the reason provided by the customer, the condition of the product, and the circumstances surrounding the order. A refund may be considered when there is a legitimate issue with the product, such as physical damage, manufacturing defects, incorrect personalization, or a product that does not correspond to what was originally ordered. Requests relating to significant quality issues or errors made during the preparation or fulfillment of an order may also be eligible for consideration.

However, a refund will not generally be granted simply because a customer has changed their mind, no longer wishes to keep the product, dislikes its appearance, or is dissatisfied with their personal purchase decision. Personal circumstances unrelated to the condition or conformity of the product do not, by themselves, constitute a valid reason for a refund under our voluntary refund policy. Since our products are personalized according to the information and preferences submitted by each customer, we cannot guarantee refunds based solely on individual taste or a change of preference after the purchase has been completed.

The final decision regarding voluntary refund requests will be made after reviewing the information available and determining whether the circumstances provide sufficient grounds for approval. This review process is intended to ensure that every request is assessed fairly and consistently.

How to Request a Refund

All refund requests must be submitted by email to our customer support address. Customers must clearly explain the reason for their request and provide sufficient information to allow us to identify the original purchase and properly investigate the matter. We strongly recommend including the order date, the name or description of the purchased product, and the email address used when placing the order. Providing the order number, delivery date, and any relevant photographs or additional information may also help us process the request more efficiently.

The explanation provided in the email should clearly describe the issue experienced with the product and why the customer believes a refund is justified. In cases involving damaged, defective, or incorrectly personalized products, photographic evidence may be requested to help us verify the reported issue. If the information initially provided is insufficient, we may contact the customer to request further details before proceeding with the evaluation. A refund request will only be reviewed once we have received enough information to understand the circumstances of the claim.

Customers should send their request as soon as possible after identifying an issue with their order, ensuring that the initial email is submitted within the applicable seven-day period.

Product Inspection and Verification

Once a refund request has been received, we reserve the right to examine the details of the order and evaluate the circumstances described by the customer. This may involve verifying the original customization information, reviewing the product specifications, examining photographs supplied by the customer, or requesting additional evidence where necessary. The purpose of this process is to establish whether the reported issue is related to a defect, damage, incorrect fulfillment, or another circumstance that may justify a refund.

We may refuse voluntary refund requests when the information provided does not demonstrate a valid issue with the product or when the reason given falls outside the conditions described in this policy. However, any refusal will remain subject to the customer's applicable statutory consumer rights, including rights relating to defective or non-conforming products.

Personalized Products

As ZUFRA specializes in personalized phone cases, products are prepared according to the individual details selected and submitted by each customer during the ordering process. This may include specific text, song titles, artist names, lyrics, and other personalized elements. Customers are therefore responsible for ensuring that all information submitted during customization is accurate and corresponds to their intended design.

Due to the personalized nature of our products, a change of mind or a simple preference change will generally not be accepted as grounds for a voluntary refund. Once an order has entered production, it may also no longer be possible to modify or cancel the customization. We encourage customers to carefully review their selections before completing their purchase to avoid unnecessary mistakes or misunderstandings.

This policy reflects the specific nature of personalized products and does not affect any mandatory legal rights that may apply in cases involving defective, damaged, or incorrectly supplied goods.

Damaged, Defective, or Incorrect Orders

We take product quality and order accuracy seriously. If a customer receives a phone case that is physically damaged, defective, or materially different from the product ordered, they should contact us promptly and provide a clear explanation of the problem. Where appropriate, photographs showing the condition of the product may be required to help us assess the situation.

After reviewing the information provided, we will determine the appropriate solution in accordance with the circumstances of the case and applicable consumer protection laws. Depending on the nature of the issue, this may involve a replacement, repair, refund, or another appropriate remedy. Customers will be informed of the outcome once the review has been completed.

Refund Processing

If a refund is approved, the amount will generally be returned using the original payment method used to complete the purchase, unless another arrangement is agreed upon or required by applicable law. Refund processing will begin once the request has been approved and any necessary verification or return procedures have been completed.

Please note that the time required for the refunded amount to appear in the customer's account may vary depending on the payment provider, bank, or financial institution involved. Although we will initiate the refund as promptly as reasonably possible, we cannot control the processing times of external payment services. Customers should allow the relevant processing period before contacting us regarding a refund that has already been confirmed as issued.

Returns and Shipping

Customers should not send products back to us without first contacting our support team and receiving the necessary return instructions. If a return is required as part of an approved refund or another appropriate resolution, we will communicate the relevant procedure and any necessary shipping information directly to the customer.

The responsibility for return shipping costs will depend on the reason for the return and the applicable consumer protection requirements. Where a product is defective, damaged, or incorrectly supplied, any return costs that we are legally required to cover will be handled accordingly. For other voluntary return arrangements, shipping costs will be determined based on the circumstances and any applicable agreement.

Policy Exceptions and Legal Rights

This Refund and Returns Policy establishes the general conditions under which ZUFRA reviews and processes voluntary refund requests. It does not override or restrict any mandatory consumer protection rights that may apply under the laws of the customer's country of residence. In particular, statutory rights concerning defective or non-conforming products remain unaffected by the conditions described above.

Certain personalized or custom-made products may be exempt from the standard right of withdrawal under applicable consumer protection legislation. However, such exemptions do not remove the customer's legal rights in situations involving defects, damage, or products that do not conform to the purchase agreement. Where mandatory legal provisions provide customers with additional rights or protections, those provisions will take precedence over any conflicting term in this policy.

Contact Information

For any questions regarding this Refund and Returns Policy, or to submit a refund request, customers may contact our support team using the email address provided on our website. When contacting us, we recommend including the relevant order information and a clear description of the matter so that we can identify the purchase and assist as efficiently as possible.

At ZUFRA, we value our customers and aim to handle every inquiry with care, transparency, and fairness. We appreciate your understanding and thank you for choosing ZUFRA.