Refund & Return Policy

Last updated: 13 August 2026

At Zwintee, every order is produced specifically after it is placed. Because our products are made on demand, we do not keep large quantities of pre-produced stock.

Please read the policy below carefully before placing your order.

1. Damaged, Misprinted or Defective Products

If your item arrives damaged, defective, misprinted or with a manufacturing issue, please contact us within 30 days of receiving your order.

To help us review the issue, please provide:

Your order number.
A clear description of the problem.
Clear photographs showing the defect or damage.
A photograph of the entire product where reasonably possible.

If we confirm that the product is defective, damaged or incorrectly produced, we will provide an appropriate remedy, which may include a free replacement or refund.

You should not return a damaged or defective product unless we specifically ask you to do so.

2. Wrong Item Received

If you receive the wrong product, design, colour, size or another item that does not match your order due to a fulfilment error, please contact us within 30 days of delivery.

Please send your order number together with clear photographs of the item received.

Once the error has been verified, we will arrange an appropriate replacement or refund at no additional cost to you.

3. Wrong Size or Colour Ordered

Please check the product description, available colours and size guide carefully before placing your order.

Because Zwintee products are produced on demand, we do not normally offer free returns, refunds or exchanges when:

You ordered the wrong size.
You selected the wrong colour.
You selected the wrong product or variation.
The product fits differently from what you personally expected where the supplied measurements are correct.

If you need another size or colour, please contact us and we will review what options may be available. Any replacement requested solely because of an ordering mistake may require a new purchase.

4. Change of Mind

As our products are produced on demand, Zwintee does not generally offer voluntary refunds or exchanges simply because you change your mind, no longer want the product or decide that you prefer a different design.

This does not affect any mandatory cancellation, withdrawal or consumer rights that apply to you under the law of your country. Where applicable law gives you a right to cancel or return an order, those legal rights take priority over this policy.

5. Personalised or Custom-Made Products

Products that have been personalised or produced according to specifications supplied by you may not be eligible for cancellation or return for change-of-mind reasons where applicable law provides an exception for personalised or custom-made goods.

This includes, where applicable, products customised with a customer-selected name, number, message or other individual specification.

Personalised products that arrive damaged, defective or incorrectly produced remain covered by the relevant sections of this policy and by any applicable statutory consumer rights.

6. Lost Packages

If your order has not arrived and appears to have been lost in transit, please contact us no later than 30 days after the estimated delivery date.

Before a claim can be approved, we may ask you to:

Confirm that the shipping address provided with the order was correct.
Check the tracking information.
Contact your local postal service or delivery carrier.
Check with household members, neighbours or other safe delivery locations.

If the shipment is confirmed as lost in transit and your claim is eligible, we will arrange an appropriate replacement or refund.

7. Packages Marked as Delivered

If tracking shows that an order has been delivered but you cannot locate it, please first:

Check around your property and any safe delivery locations.
Ask other members of your household.
Check with neighbours.
Contact the local carrier or post office.

A package marked as delivered by the carrier is not automatically considered lost in transit. We will review these situations individually and assist where reasonably possible.

8. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order cannot be delivered because the shipping address supplied by the customer was incorrect, incomplete or invalid, the package may be returned to the fulfilment facility.

If reshipping is possible, additional shipping charges may apply.

Please contact us as soon as possible if you notice an error in your shipping address. Once an order has entered production or has been shipped, we may no longer be able to change the address.

9. Unclaimed Packages

Packages that are not collected from a delivery point, customs office or carrier facility may be returned to the fulfilment facility.

If you wish to have an unclaimed order shipped again, additional shipping costs may apply.

10. Order Cancellations

Orders are sent to production shortly after they are placed.

If you wish to cancel an order, contact us immediately at contact@zwintee.com.

We cannot guarantee that an order can be cancelled once production has started.

Any mandatory cancellation rights available to you under applicable consumer law remain unaffected.

11. Returns Without Prior Approval

Please do not send products back to the address shown on the shipping package without contacting us first.

Products may be manufactured and shipped from different fulfilment facilities depending on the product and delivery destination, and the return address shown on a parcel may not be the correct address for handling your return.

12. Refund Processing

Where a refund is approved, it will normally be issued to the original payment method used for the order.

After a refund has been processed by Zwintee, your bank, card issuer or payment provider may require additional time to display the funds in your account.

Original or return shipping costs will only be refunded where required by applicable law or where the issue was caused by an error for which Zwintee is responsible.

13. Products Purchased on Sale

A promotional price or discount does not remove your rights regarding damaged, defective or incorrectly supplied products.

Where applicable law provides statutory consumer rights, those rights apply regardless of whether the product was purchased at full price or during a promotion.

14. Statutory Consumer Rights

This Refund & Return Policy describes Zwintee’s commercial return procedures and does not exclude, restrict or replace rights that cannot legally be waived.

Depending on your country of residence, you may have additional rights relating to:

Faulty or defective products.
Products that are not as described.
Distance-selling cancellations.
Repairs or replacements.
Refunds.
Legal guarantees.

Where mandatory consumer-protection law gives you greater rights than this policy, the applicable law will prevail.

15. How to Report a Problem

To report an issue with your order, contact:

Zwintee Customer Support
Email: contact@zwintee.com

Please include:

Your full name.
Your order number.
A description of the issue.
Relevant photographs where the product is damaged, defective or incorrect.

Submitting complete information helps us review your claim as quickly as possible.