Returns & exchanges.
Apply within 30 days of receiving your order.
1. Eligible purchases
Existing-design products, including preorders of our existing designs, are eligible for a return or exchange. The 30-day period is the deadline for applying; confirm the return arrangements with our team before posting.
2. Item and packaging condition
For a non-defect return, items must be unused and unmodified, with complete packaging and all original accessories and supplied items. Please provide your order reference or purchase record.
3. Shipping charges
Customers pay return shipping and, for exchanges, shipping for the replacement item. This is not a free return or exchange service. For orders using SF Express freight collect, courier charges are paid separately; prepaid delivery is included in the order total.
4. Individually personalised products
Products made specifically to your individual requirements are excluded from non-defect returns and exchanges. Preordering an existing design does not make it a personalised product.
5. Defects, incorrect items or delivery damage
Contact us with your order details and photographs of the item and packaging so we can assess the issue and arrange a remedy. Personalised-product exclusions do not exclude remedies for defects. Unused-item and complete-packaging requirements must not remove rights relating to an item received with a defect.
6. How to apply
- Within 30 days of receipt, send your order reference, purchase record, photographs and return or exchange request via WhatsApp or email.
- Confirm the return address and required information with our team before posting. Keep your postage and tracking records.
- We check the returned item and packaging, then contact you to confirm refund or exchange arrangements.
Refunds are based on the verified amount actually paid for the product. Refund methods and exchange designs are agreed with our team. No fixed refund-processing time is promised here.
7. Production & dispatch
Made to order: production and dispatch take 7–14 working days from payment confirmation. Delivery time is not included. Transit time depends on the courier.
8. Contact customer service
zingc@zmartstudio.com · WhatsApp +852 5444 8891
This policy does not affect applicable statutory consumer rights. Applicable law takes precedence where it differs from this policy.
Policy updated: 1 October 2026.