This website is operated by ZUANE oHG.

Our return conditions

We work every day to make every item to the satisfaction of our customers. Every product that you can design at ZUANE oHG is made to order and handcrafted. However, as our employees are only human, errors can occur from time to time. These are usually detected and corrected in quality control before your item is shipped. However, if you receive an item that you are not satisfied with, please follow these instructions:

A faulty item can be returned within 14 days. Contact our customer service via the online form with your name and order number.

One of our employees will help you solve your problem. This is often easier if a photo of the defect can be sent to us by e-mail in addition to the description.

• In most cases, a remedy can be found immediately after receiving a photo
• However, if the defect cannot be explained via chat or email, you may have to return the faulty item for inspection
• In this case, the condition of your item will be assessed upon receipt of the return
• Please do not return any products without contacting our customer service department

Please note that you agreed to these terms and conditions when you placed your order. The GTC can be viewed at any time on our website.

We work in accordance with these regulations:

• Flawless goods: As your products are created personally and individually for you, it is not possible to return flawless goods.
• Faulty goods: To return faulty goods, please contact our customer service first. You can contact us via the website chat or by e-mail.

We can only take back goods that are sent with insured shipping. The shipment tracking system also provides you with proof of successful delivery. Please note that the return shipment is at your own expense. The cost of the return will be refunded at our discretion after we have checked the returned item.

Defective goods that are returned to us must be in their original condition. Otherwise no claims can be asserted.

Please note: If the product is not in an unused condition when you return it, we will not be able to rectify any defects. If it is a minor defect, we can suggest an alternative solution.

Refund of your payment

Before you receive your goods - Sometimes things don't go according to plan. We know that too. That's why we wait 60 minutes after you complete your order before we start manufacturing your items. You can contact us within these 60 minutes if you want to change or edit your order. If you have any questions about the design or other concerns, a member of our customer service team will be happy to help you. If you contact us within 60 minutes to cancel your order, your payment will be fully refunded.

When you place an order with ZUANE oHG, you are not only requesting an item, but also a service. Every single item is handmade to order. Once we start producing your creation, we invest in the inks, transfer paper, materials and labor specifically for your order. Therefore, if you wish to cancel your order after production has begun, we are unfortunately unable to refund your payment in full. However, we can offer you alternative solutions or refund part of your payment. A member of our customer service team will also be happy to help you with this.

No matter what your issue, our helpful customer service team is here to help. Whether it's before or after completing your order, before or after production begins, get in touch via our contact form or website chat to reach one of our friendly team.

After you have received your goods - We want you to be happy with your order. However, if for any reason you are not happy with the result, please let us know within 14 days of receipt. As each item is personalized to order, we are unable to resell them. Before you finalize your order it is therefore important to check a few things:

• Check lettering - If your design contains text or lettering, it is important to check the spelling before finalizing the order. Due to the number of orders we cannot do this ourselves as we do not have enough time to check every single word. We can therefore not be held responsible for spelling mistakes.
• Check the size - Information on the size of an item is provided in the description of the item. For garments, we provide you with a size chart with exact measurements in centimeters. Make sure you have selected the correct size and measure if necessary. If you have any questions about the size of a particular item, please feel free to contact us.
• Use the product preview - Get an impression of your finished item before you finalize your order: with our practical product preview. This is part of the design program to make it easier for you to create your gift. Make sure your images are the right size and placed correctly. Please note that this is only a preview. For the exact design, you should select the design view, as the exact dimensions of the item are displayed here with the help of rulers.

Since ZUANE oHG sells personalized items, we assess each order individually. Since your satisfaction is important to us, we do everything possible to find a solution that is also suitable for you.

If you are not satisfied with your order, please contact us within 14 days of receiving your package. Use our contact form to send us your order number, a description of your complaint and photos. A member of our customer service team will help you within one working day. Under EU law, items cannot be returned as they are made especially for you and made to measure according to your specifications. We can offer you other solutions at our discretion.