Refund policy

REFUND POLICY

Last updated: 11/18/2025

Due to the limited edition and collector nature of our products, ZAG STORE operates a strict no-return and no-refund policy, to the fullest extent permitted by applicable law.

Please read this policy carefully before placing an order.

1. No Returns – No Exchanges

We do not accept:

• Returns
• Size exchanges (for apparel or accessories)
• Exchanges for a different product or variant

All sales are final, except in the case of damaged or defective items as described below.

2. No Refunds

We do not provide refunds to the original payment method, except where required by mandatory consumer law.

Please make sure you carefully review your order, shipping address, and product details before completing your purchase.

3. Damaged or Defective Items

If you receive a product that is damaged or defective, you must notify us within 7 days of the delivery date.

To submit a claim, please email contact@zag-store.com and include:

• Your order number
• Clear photos of the product and packaging
• A description of the issue

Our team will review your request. If your claim is approved, we may, at our discretion:

• Send a replacement (if stock is available), or
• Offer a store credit / voucher for use on a future order

We do not guarantee that an identical replacement will be available, especially for limited edition products.

4. Hand-Painted & Collector Nature of Products

Our figurines and certain collectibles are hand-painted and may include small variations in color, shading, or finish.

These minor differences are a natural part of the production process and are not considered defects and therefore do not qualify for returns, refunds, or replacements.

5. Wrong Address / Unclaimed Parcels

We are not responsible for:

• Orders not delivered due to incorrect or incomplete addresses provided by the customer
• Parcels returned as unclaimed by the carrier

In such cases, we may offer reshipment at the customer’s expense, but no refund will be issued.

6. Order Cancellations

You may request to cancel an order only if it has not yet been prepared or shipped.

Once processing has begun or the order has been shipped, the order cannot be cancelled or refunded.

7. Preorders

Preorders are charged at the time of the order.
Preorder items cannot be cancelled or refunded once processing has begun, except where required by applicable law.

Estimated release or shipping dates are indicative only and may change.

8. Customer Rights

This policy applies to the maximum extent permitted by applicable law.
Some customers may have additional rights under mandatory consumer protection laws, depending on their country of residence.

If applicable law grants you rights that go beyond this policy, those rights will prevail.

9. Contact

For any questions about this Refund Policy or for support with a damaged/defective product, please contact us at:

contact@zag-store.com
Usual response time: 2–3 business days