Refund policy
What’s your return policy?
At ZimXcite, we don’t offer returns or exchanges for items once purchased. However, if there’s an issue with your order, please let us know within 30 days of receiving it by contacting us at support@zimxcite.com.
Do you offer refunds?
Refunds are available for items that arrive damaged, defective, or incorrect. If any of these apply, please email us at support@zimxcite.com with photos of the item(s), your order number, and a brief description of the issue. We’ll take steps to either send a replacement or issue a refund, as appropriate.
What if my item is misprinted, defective, or damaged?
Claims for misprinted, damaged, or defective items must be submitted within 30 days of receiving the item. If a claim is due to an error on our part, we’ll cover the costs for replacement or refund.
What if my order gets lost in transit?
For packages lost in transit, contact us within 30 days of the estimated delivery date. We’ll review the situation with our fulfilment partner and take necessary steps to resolve it.
Can I exchange an item for a different size/colour?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
What if the item was mislabelled?
If you receive an item that appears to have been mislabelled, please contact us at support@zimxcite.com within a week of receiving your order. Include your order number and a photo of the item. We’ll send a replacement in the correct size or issue a refund.
Additional Information
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Incorrect Address: If an incorrect address is provided at checkout, the shipment will be returned to our fulfilment centre. Reshipping will be at your expense once we confirm an updated address with you.
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Unclaimed Orders: Orders that go unclaimed will be returned to our fulfilment centre. You’ll be responsible for reshipping costs if the item is to be sent out again.
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Non-Returnable Items: Due to health and hygiene reasons, sealed items (e.g., face masks) cannot be returned or reshipped if unsealed. Any returned items of this nature will be safely disposed of.
EU Consumer Notification: In line with EU Directive 2011/83/EU on consumer rights, the right to withdraw may not apply for:
- Goods made to your specifications or personalised items.
- Sealed items that have been unsealed post-delivery for hygiene reasons.
For any further questions about returns, exchanges, or our policies, please reach out to us at support@zimxcite.com.