Returns and Refunds Policy

Effective Date: June 4, 2026

At Zero Chill Co., we take pride in creating high-quality, bespoke apparel. Because our products are custom-printed and made-to-order specifically for you, our returns policy differs from standard "off-the-shelf" retailers. Please read the following terms carefully before placing your order.

1. The "Bespoke" Rule

Because every item is made-to-order with your specific designs, we cannot accept returns or offer refunds for change of mind or customer error.

This includes:

• Wrong Size: Please double-check our sizing guides before you buy! We can't swap items if they don't fit quite how you expected.
• Change of Heart: Once we start printing, that's it—it’s yours!
• Design Regrets: If you decide you don't like the design you uploaded, or if the image you sent us was a bit blurry/low-res, we can't offer a refund. We print exactly what you give us!

2. When We DO Offer Returns/Refunds

The only time we’ll sort out a return or replacement is if the item arrives damaged, faulty, or is the wrong item entirely (e.g., we sent you a hoodie when you ordered a tee).

Because these are custom items and we need to verify what happened, any damage or faults must be reported within 24 hours of delivery.

If that happens, here’s what to do:

1. Email us within 24 hours of receiving your package.
2. Include your order number.
3. Attach clear photos of the fault or the damage.
4. Strongly recommended: film your unboxing (a quick continuous video from sealed package to opening and showing the issue). It really helps us confirm what went wrong. We also film our packing process on our end for quality control, so having your unboxing video makes it much easier to match everything up and sort it fast.

Once we’ve had a look and confirmed the issue, we’ll get a replacement sent out to you ASAP or arrange a refund if a replacement isn't possible.

3. Cancellations

Once your order moves into the production stage, it cannot be cancelled. If you’ve made a mistake and need to cancel, hit us up immediately after ordering, and we’ll see if we can catch it before the printers start humming!

4. Sizing Disclaimer

We provide sizing guides for all our apparel. Please take a second to measure up before you order, as we won't be able to offer a refund for incorrect size selection.

5. Colour & Quality Disclaimer

Because we use DTF (Direct-to-Film) printing:

• Colours: What you see on your screen (RGB) may vary slightly from the final printed product (CMYK). We cannot offer refunds for minor colour variations.
• Garment Care: Our prints are wash-tested for over 50 cycles when care instructions are followed (wash cold, inside out, no tumble dry). We are not responsible for damage caused by improper washing or ironing.

6. Design Rights

By uploading a design, you confirm you have the right to use it. If we get a copyright claim because of your design, you agree to take full responsibility for any legal or financial fallout.

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