Política de reembolso

Return & Refund Policy

Last updated: 20 August 2026

This policy applies to all orders placed at zomamoda.com, operated by Haritkumar Shantilal Kaklotar, trading as ZomaModa, Steinrader Weg 69, 23558 Lübeck, Germany ("ZomaModa", "we", "us"). Please read it before ordering — placing an order confirms that you have read and accepted these terms alongside our Terms of Service.

The short version: If your item arrives damaged, defective, or misprinted, we replace it or refund it in full — free — within 30 days of delivery. Because every item is made to order specifically for you, we cannot accept returns for a change of mind or for ordering the wrong size. Please check the size chart before you buy.

1. Every ZomaModa Item Is Made to Order

ZomaModa does not hold stock.

When you place an order, your item is manufactured, printed, or embroidered specifically for you by our print-on-demand fulfillment partner, Printful, at one of their global production facilities. Production takes 2–5 business days before your parcel is handed to a carrier.

This means:

No item exists before you order it.
No item can be returned to a shelf, resold, or restocked.
Every order is, in legal terms, a good made to the consumer's specifications or clearly personalised.

This shapes everything below. We've tried to be as generous as a made-to-order model allows, and completely transparent about where the limits are.

2. Damaged, Defective, or Misprinted Items — Fully Covered

If your order arrives with a manufacturing fault, we will fix it at no cost to you.

What's covered

Print or embroidery defects — cracking, peeling, misalignment, wrong colour, blurred detail
Wrong item, wrong size, or wrong design sent (i.e. it doesn't match your order confirmation)
Garment defects — broken stitching, holes, faulty seams, defective hardware
Damage sustained in transit
Glass cutting boards and other hardgoods that arrive cracked, chipped, or broken

Your deadline

Report the issue within 30 days of delivery. Claims submitted after 30 days from delivery cannot be honoured, as our fulfillment partner's own claim window will have closed.

How to report it

Email support@zomamoda.com with the subject line DEFECTIVE — Your Order Number and include:

Your order number (format from your confirmation email)
Clear photos of the issue in good light, showing the full item
A photo of the printed shipping label on the packaging, where possible
A short description of what's wrong

What happens next

We respond within 24 hours on business days.
Once confirmed, we arrange a free replacement shipped to the same address, or a full refund to your original payment method — your choice.
You will not be asked to ship the faulty item back. Please keep or responsibly dispose of it.
Replacements re-enter production immediately (2–5 business days) and ship on standard timelines.
Refunds are issued within 5 business days of approval and typically appear on your statement within 5–10 business days, depending on your bank or card issuer.

3. Packages Lost in Transit

Occasionally a parcel is scanned into the network and never emerges.

If your tracking has not updated and your order has not arrived, contact us at support@zomamoda.com with your order number. We will open a carrier investigation on your behalf.

Claim window: within 30 days of the estimated delivery date shown in your shipping confirmation.

Confirmed lost parcels are reshipped free of charge, or refunded in full if you prefer.
Claims raised more than 30 days after the estimated delivery date fall outside our fulfillment partner's claim period and cannot be processed.
Parcels marked "delivered" by the carrier but not received: please check with neighbours, building reception, and your local depot first, then contact us within the same 30-day window so we can escalate with the carrier.

4. Wrong Size, Change of Mind, and Buyer's Remorse

We are not able to accept returns or offer free exchanges for size issues or a change of mind.

Because your item was manufactured specifically for your order, it cannot be returned to stock or resold. Accepting such returns would mean destroying a brand-new garment — which runs directly against the reason we make to order in the first place.

Please help us help you

Check the size chart on every product page before ordering. Sizing varies between garment styles (a unisex hoodie does not fit like a fitted tee) and each product page carries the correct measurements for that specific blank.
Measure a garment you already own and love, and compare it to the flat measurements listed. This is far more reliable than guessing your usual size.
Unsure? Email support@zomamoda.com before ordering. We'll help you pick. We would much rather spend five minutes on sizing than have you receive something that doesn't fit.

If you've already ordered the wrong size

Contact us within 2 hours of placing your order and we will try to correct it before it enters production. See Section 6.
Once production has started, we can no longer change the item. You may place a new order for the correct size; as a gesture of goodwill we will do our best to help — please contact us and we'll see what we can do for you case by case.

5. Your Statutory Rights in the EU, UK, and Elsewhere

Nothing in this policy limits rights you have by law. The following explains how those rights apply to made-to-order goods.

5.1 EU consumers — right of withdrawal and its exception

Under Directive 2011/83/EU on consumer rights, EU consumers normally have a 14-day right of withdrawal for distance contracts.

However, Article 16(c) of Directive 2011/83/EU expressly removes that right for:

"the supply of goods made to the consumer's specifications or clearly personalised."

All ZomaModa products are manufactured on demand to the specifications selected by you at checkout (design, garment, colour, size) and are not produced or held in stock beforehand. The 14-day right of withdrawal therefore does not apply to our products. In Germany, the corresponding provision is § 312g Abs. 2 Nr. 1 BGB.

By completing your purchase, you acknowledge and expressly agree that your right of withdrawal is excluded on this basis.

5.2 What is not affected

Your statutory rights regarding faulty, defective, or non-conforming goods remain fully intact, including:

EU: the legal guarantee of conformity under Directive (EU) 2019/771 — a minimum of two years from delivery for goods that are not as described, not of the agreed quality, or not fit for purpose. In Germany, §§ 434 ff. BGB (Gewährleistung).
UK: rights under the Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose, and as described.
USA: any non-waivable rights under applicable federal and state consumer protection law.

Our 30-day defect process above is a fast-track, no-quibble service that operates in addition to these rights, not instead of them. If a manufacturing defect appears outside the 30-day window but within your statutory guarantee period, contact us — we will assess it under the applicable statutory rules.

5.3 Dispute resolution

If we cannot resolve a complaint to your satisfaction, you can contact your national consumer advice centre — in Germany, the Verbraucherzentrale (verbraucherzentrale.de) or the European Consumer Centre Germany (evz.de) for cross-border purchases. We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board pursuant to § 36 VSBG. The EU Online Dispute Resolution platform closed permanently on 20 July 2025 and is no longer available.

6. Changing or Cancelling an Order

Because production starts quickly, our modification window is short.

Within 2 hours of placing your order, email support@zomamoda.com with the subject line URGENT CHANGE — Your Order Number. If the order has not yet entered production, we will amend or cancel it and refund you in full.
After 2 hours, or once you have received a fulfillment notification, the item is in production and can no longer be changed, cancelled, or refunded.

Address corrections follow the same window — see Section 7.

7. Incorrect Addresses and Unclaimed Parcels

It is the customer's responsibility to enter a complete and accurate delivery address at checkout, including apartment number, building, and postal code.

Delivery to an address you supplied incorrectly: the order is considered fulfilled. We are not able to offer a free replacement, but we will happily reship the item at your cost (product + shipping) if the parcel is returned to our facility.
Parcels unclaimed at a post office, parcel locker, or customs: carriers typically hold parcels for 7–21 days. If a parcel is returned to sender because it was not collected, or because import duties were refused, reshipment costs are payable by the customer.
If the returned parcel is not reclaimed within 4 weeks of arriving back at the facility, it is donated or recycled and no refund is due.
Notice a mistake in your address? Email us within 2 hours of ordering and we'll correct it free of charge.

8. Refunds — Method and Timing

Refunds are always issued to the original payment method. We cannot refund to a different card, account, or as store credit unless you specifically request the latter.
Approved refunds are processed within 5 business days.
Depending on your bank or card issuer, funds typically appear within a further 5–10 business days.
Where a refund is issued for a defective or lost item, original shipping charges are refunded in full.
Refunds on partially defective multi-item orders cover the affected items and their proportional shipping.

If more than 15 business days have passed since we confirmed your refund and you still don't see it, contact your bank first, then email us at support@zomamoda.com and we'll chase it with you.

9. Sale, Discounted, and Promotional Items

Items purchased with a discount code or during a promotion are covered by exactly the same defect, damage, and lost-parcel protections described above. Refunds are issued for the amount actually paid.

Free or gifted promotional items are replaced where defective; they carry no cash value and are not separately refundable.

10. Exceptions and Limits

We may decline a claim where:

The reported issue is the result of normal wear, incorrect washing or drying, ironing directly over a print, or accidental damage after delivery (see care guidance in our FAQ).
Photographic evidence is not provided or does not evidence a manufacturing fault.
The claim is submitted outside the applicable windows set out above, subject always to your statutory rights in Section 5.2.
There is clear evidence of fraudulent or repeated abusive claims. We reserve the right to refuse service in such cases.

11. How to Reach Us

Email: support@zomamoda.com Response time: within 24 hours on business days (Mon–Fri) Postal address: Haritkumar Shantilal Kaklotar, ZomaModa, Steinrader Weg 69, 23558 Lübeck, Germany

Please always include your order number — it lets us find everything instantly and get you an answer on the first reply.

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