Reprint

If the product you receive is printed inaccurately, damaged, or of poor quality, kindly reach out to our Support team and include photos showcasing the issues. Our team will promptly assess the problems and arrange for a replacement to be sent to you. This is part of our Protection policy, ensuring that reprints are provided in cases of damaged products.

Refund

If any problems arise with the reprint, once we have all the necessary information, a full order refund will be processed into your account balance within 5-10 business day of notifying our Support team. A complete list of errors for which we are solely responsible is listed below. This represents our Protection policy to ensure accurate and timely refunds.

How Does ZenGleam Handle Order Related Issues?

Summary: If you have an issue with your Order, contact ZenGleam Support directly within 30 days of the product delivery and provide a detailed description of your issue, accompanied by relevant photo or video evidence that supports your case. After investigation, we will determine if you are eligible to receive a free of charge Reprint or Refund. Some issues do not qualify for reprinting, such as the issues outlined below.

  1. ZenGleam does not hold any inventory and does not perform any of the printing itself. Other than issues caused by technical error, we are not responsible for the quality and outcome of Produced Orders. However, if your order has issues, steps for resolution are outlined below.
  2. ZenGleam Support team handles all conflict resolution on behalf of our Providers. Users agree to contact ZenGleam Support for all conflict resolution. If the Produced Order does not meet User or Customer expectations, Users must first contact ZenGleam Support within 30 days of product delivery and will not contact the Print Providers. In order to best resolve the matter, the User should provide all relevant materials for ZenGleam to investigate the issue, including a description of the Produced Order, the issue, and quantity of Products affected. If a User contacts the Provider directly, the User risks account suspension at ZenGleam’s sole discretion
  3. Products are unique and produced to the Order, therefore, they are non-refundable. By submitting an Order for production, you confirm that the execution of the Order or the contents of the Order (products, delivery method, delivery and return addresses) cannot be changed in the future. If the shipping details are incorrect or if the wrong size or color is ordered, ZenGleam is not responsible. You may submit requests for change of certain Order details, including address change or delivery method change. Our Merchant Support team will evaluate the request and at its discretion will let you know whether it is possible to accommodate your request and/or whether your request carries any additional costs. After an Order is placed ZenGleam cannot guarantee that it will be possible to issue a full or partial Refund in case of canceled Orders.  Upon receiving a cancellation request, ZenGleam will determine whether your cancellation is eligible for a full or partial Refund depending on the stage of the fulfillment of the Order.
  4. The Production times listed on the Website are estimated average times and are in no way guaranteed. If Your Order seems to be taking an unusually long time to be produced or delivered, please contact ZenGleam Support team. If the Produced Order is lost during Shipment, ZenGleam will investigate and may provide replacements when appropriate.
  5. After investigating your issue, if ZenGleam’s Support team determines that your product is faulty, the Order or line items will be replaced or refunded at the discretion of ZenGleam. Refunds will be issued in the form of credit to Your balance.
  6. ZenGleam does not provide Refunds for Orders still in transit, unless they are deemed lost by our Merchant Support team.
  7. Customer is responsible for ensuring that the shipping address provided for each Order is valid and accurate. If delivery of an Order is not completed due to an incorrect or incorrect address, the Customer may request that the order be reshipped or canceled. Costs associated with re-sending the Order and/or canceling it are borne by the Client.
  8. If an order has not been delivered in 30 calendar days (for domestic US or regional EU orders) or in 45 calendar days (for international orders), merchants should contact ZenGleam Support within 1 week in order to be eligible for a reprint/refund.
  9. If tracking of an Order states that it has been delivered, yet the Customer reports it as not received, ZenGleam reserves the rights to refuse a free of charge Reprint or a Refund. Such cases will be individually investigated by the Support team.
  10. An Order can be delayed due to delays from  shipping carriers. ZenGleam cannot guarantee precise delivery dates on shipping, as it is dependent on the shipping carriers. Consequently, ZenGleam assumes no liability associated with delay and does not offer any Reprints and/or Refunds caused by shipping delays, unless our Support team determines that the package was lost in-transit.
  11. ZenGleam reserves the right to refuse a request for Refund or Reprint, if the reasons for the complaint are due to the following: issues in the artwork file, placement, limitations of the product, bleed areas and not following the design guidelines and/or any other reason not eligible for a Refund or Reprint. Such requests will be dealt on a case-by-case basis.