Refund & Return Policy — zoxforge

Our Promise

We stand behind every forged piece. This policy explains what happens if something goes wrong, or if you simply change your mind.

30-Day Quality Guarantee (Defective Items)

If your case arrives damaged, with a printing or painting defect, or fails to function as described, contact us within 30 days of delivery. We will replace it or refund you in full — and we reship the replacement at our cost. There are no return shipping fees for quality issues.

14-Day Change-of-Mind Return (Customer Reason)

Not in love with it? You may return any unused case within 14 days of delivery for a refund. The item must be in its original, unused condition with its packaging. For customer-reason returns, the return shipping cost is paid by the customer. Once we receive and inspect the return, we issue the refund to your original payment method.

European Union — 14-Day Right of Withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), consumers normally have a 14-day right to withdraw from a distance contract without giving a reason. However, zoxforge cases are artistic goods made to order and individually hand-finished to your selected design. Under Article 16(m) of the Directive, the right of withdrawal does not apply to "goods made to the consumer's specifications or clearly personalized."

We therefore apply the Art. 16(m) exception to our standard art collection. In its place, EU customers receive the same 14-day change-of-mind return described above (unused condition; customer pays return shipping). This is offered as a goodwill gesture and does not affect your statutory rights where the exception does not apply.

Processing Time

  • Quality claims: we respond within 1–2 business days and arrange reshipment promptly.
  • Returns: refunds are processed within 3–5 business days of receiving the returned item.
  • Bank or PayPal settling of refunds may take an additional 5–10 business days depending on your provider.

How to Start a Return or Claim

Email support@zoxforge.com with your order number, a short description, and (for defects) a photo of the issue. Our team will confirm eligibility and send return instructions or a prepaid label where applicable. Please do not send items back without contacting us first.