Refund policy
At Zero Hype Co., we want every customer to feel confident ordering from us.
Each product is made with intention, and we take responsibility when something arrives damaged, defective, incorrect, or materially different from what was ordered.
This policy explains how refunds, replacements, returns, exchanges, and cancellations are handled.
Made-to-Order Products
Most Zero Hype Co. products are made specifically after an order is placed.
Because the product is created for your order, we generally cannot accept returns or provide refunds for:
- A change of mind
- Selecting the wrong size
- Selecting the wrong colour
- Ordering the wrong product
- Personal fit or style preferences
Please review the product description, colour selection, and size chart carefully before completing your purchase.
This policy does not limit any customer rights that cannot legally be waived.
Damaged, Defective, or Incorrect Items
Please contact us within 30 days of delivery if your product arrives:
- Damaged
- Defective
- Incorrect
- Misprinted
- Incomplete
- Materially different from what you ordered
We will review the issue fairly and work to make it right.
Depending on the situation, we may offer:
- A free replacement
- A full or partial refund
- Store credit
- Another reasonable solution agreed upon with you
How to Report a Problem
Please email customerservice@zerohypeco.com and include:
- Your full name
- Your order number
- A description of the issue
- Clear photographs showing the problem
- A photograph of the packaging, when relevant
If more than one item is affected, please include a photograph showing all affected items together where possible.
We need this information to confirm what happened and resolve the issue with our production or shipping partner.
Returns
Please do not mail a product back to us without contacting us first.
Many damaged or defective product claims can be resolved without requiring a physical return. If a return is necessary, we will provide instructions and confirm where the product should be sent.
Products returned without approval may not be accepted or refunded.
Exchanges
Because our products are made to order, we do not currently offer direct exchanges for a different size, colour, or design.
If you ordered the wrong size or colour, you may place a new order for the preferred item.
If the product you received is incorrect or materially inconsistent with the product description or size information, contact us so we can review the issue.
Natural Production Variations
Small variations may occur between individually produced garments.
Examples may include minor differences in:
- Print placement
- Colour appearance
- Stitching
- Texture
- Garment measurements
- Embroidery finish
Colours may also look slightly different depending on your screen, device, and lighting.
Minor production variations that do not materially affect the product’s appearance, quality, or use are not normally considered defects.
However, if something does not look right, contact us. We will review the concern honestly and fairly.
Order Cancellations and Changes
Production may begin shortly after an order is placed.
Contact us immediately if you need to change or cancel an order. We will make reasonable efforts to help, but changes and cancellations cannot be guaranteed after the order has entered production.
Once production has started, the order may no longer be eligible for cancellation or refund unless the finished product is damaged, defective, incorrect, or otherwise covered by this policy.
Incorrect Shipping Address
Customers are responsible for entering a complete and accurate shipping address during checkout.
Contact us immediately if you notice an address error. We will try to correct it before the order ships, but changes cannot be guaranteed once production or shipping has begun.
Refunds and free replacements may not be available when delivery fails because the customer provided an incorrect or incomplete address.
If the package is returned to the sender, we will review the situation and explain the available options. Additional shipping charges may apply if the order must be produced or shipped again.
Lost or Missing Orders
If your tracking has not updated or your package appears to be lost, please review our Shipping Policy and contact us.
We may need to investigate the shipment with the carrier or fulfilment provider before approving a replacement or refund.
A package marked as delivered is not automatically considered lost. Please first:
- Check around the delivery location
- Ask household members or neighbours
- Check with building management
- Confirm the shipping address
- Contact the delivery carrier
We will make reasonable efforts to assist with legitimate missing-package concerns.
Refund Approval
We will notify you after reviewing your request.
When a refund is approved, it will normally be issued to the original payment method used for the order. We cannot usually send the refund to a different card, bank account, or payment method.
Depending on the circumstances, an approved refund may cover:
- The full order
- The affected product
- Part of the product price
- Applicable shipping charges
Any decision will be clearly explained before the refund is processed.
Refund Processing Time
After a refund is issued, your bank or payment provider may require additional time to place the funds back into your account.
Please allow up to 10 business days after receiving your refund confirmation.
If more than 10 business days have passed, contact your bank or payment provider first. You may then contact us if further assistance is required.
Sale and Promotional Items
Sale and promotional items are generally subject to the same made-to-order conditions as regularly priced products.
A discounted price does not affect your right to contact us about a product that is damaged, defective, incorrect, or materially different from what was ordered.
Items specifically marked Final Sale cannot be returned because of a change of mind, sizing selection, colour selection, or personal preference.
Gifts
Refunds are normally returned to the original payment method used to place the order.
When an item was purchased as a gift, the original purchaser may need to contact us or receive the refund. We may offer store credit to the recipient where appropriate and permitted.
Contact Us
To request assistance, contact:
Zero Hype Co.
Email: customerservice@zerohypeco.com
Website: www.zerohypeco.com
Please include your order number so we can assist you efficiently.
At Zero Hype Co., integrity matters. If we made a mistake, we will take responsibility and work toward a fair solution. We ask customers to provide accurate order information and contact us honestly so we can resolve legitimate concerns properly.