At ZoonLabs, most of our products are made-to-order and custom printed specifically for each customer. Because every piece is produced individually, please read the following policy before placing an order.
1. Custom & Made-to-Order Products
Custom products are designed, prepared, and printed specifically for the customer. Once production begins, the materials and printing time are committed to that order.
Because custom-made products are made specifically for you, they generally cannot be cancelled or resold once production has started.
2. Design Approval
For custom orders, we will discuss the design, size, colour, material, and other requirements with you before printing.
Where applicable, a preview or design reference will be shared for approval. Once the customer approves the design and production begins, changes to the design may require additional charges or a new order.
3. Production Time
Production time depends on the size, complexity, quantity, material, and current workload.
Our standard products may have a shorter turnaround, while custom designs may require additional time for designing, preparation, testing, and printing.
Any estimated production or delivery time is an estimate and may vary due to design changes, print failures, material availability, machine maintenance, or other unforeseen circumstances.
4. Cancellation & Refunds
Before Production
If an order is cancelled before design work or production has started, a refund may be available depending on the work already completed.
After Production Has Started
Once a custom order has entered production, it cannot normally be cancelled for a full refund. This is because materials, machine time, and work have already been committed to the order.
After Printing Is Completed
Completed custom prints are non-refundable simply because the customer has changed their mind, no longer wants the item, or feels that the order took longer than expected, provided the item was produced according to the approved requirements.
5. Defective or Incorrect Products
If we send a product that is defective, significantly damaged during production, or materially different from the approved design, please contact us as soon as possible.
Depending on the situation, we may offer a replacement, reprint, repair, or refund.
6. 3D Printing Characteristics
3D-printed products are manufactured layer by layer. Minor layer lines, support marks, small surface imperfections, slight variations in colour, and other characteristics may occur as part of the 3D-printing process.
These minor characteristics are not automatically considered defects.
7. Print Failures
Occasionally, a print may fail during production due to factors such as material behaviour, machine issues, adhesion problems, or other technical reasons.
If a print fails before completion, we will make reasonable efforts to reprint the item. Such production failures will not result in an additional charge to the customer.
8. Customer Changes & Delays
Delays caused by changes to the design, changes in size/colour/material, late approvals, missing information, or repeated customer revisions may extend the original estimated production time.
The production timeline begins once all necessary information and approvals have been received.
9. Shipping
Production time and shipping time are separate.
Once an order has been handed over to the shipping/courier service, delivery times may vary depending on the courier and destination. Delays caused by the courier are outside our direct control.
10. Contact Us
If you have any questions about an order, cancellation, refund, or custom request, please contact ZoonLabs before production begins whenever possible.
By placing a custom order with ZoonLabs, you acknowledge that you have read and understood this policy.
Have questions before ordering?
Drop us a message on WhatsApp — we are happy to answer any questions about design, materials, or turnaround times.
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