SHOP.ZIEL

Store Policies & Terms of Sale

 

These policies apply to all purchases made through SHOP.ZIEL. By placing an order, you confirm that you have read, understood, and agreed to these terms in full. Please review them carefully before completing your purchase.

1.1 Non-Returnable Custom Products

All custom products are manufactured exclusively to the specifications submitted and approved by the customer. Once production has commenced, custom products are strictly non-returnable and non-exchangeable. The only exceptions are:

–     The delivered product contains a verified manufacturing defect; or

–     The product materially deviates from the written specifications agreed upon before production began.

It is the customer's sole responsibility to review and confirm all details — including dimensions, materials, colours, and design — before approving production. SHOP.ZIEL accepts no liability for errors originating from customer-submitted specifications.

1.2 Reporting Defects & Non-Conformance

If you believe a delivered product is defective or does not match the agreed specifications, you must:

–     Contact us within 7 days of delivery at contact.realziel@gmail.com;

–     Provide clear photographic evidence and a written description of the issue;

–     Keep the product in its received condition and await our instructions before doing anything with it.

All claims are subject to inspection and final determination by SHOP.ZIEL. We reserve the right to repair or replace non-conforming products rather than issue a monetary refund. Items returned without prior written approval will be refused and returned to the sender at their expense.

1.3 No Returns for Change of Mind

Custom orders cannot be returned, exchanged, or refunded due to change of preference, ordering errors made by the customer, or dissatisfaction with a product that conforms to the approved specifications. This is non-negotiable.

2.1 Pre-Production Consultation

Every custom order begins with a detailed consultation to finalise specifications. Customers will have the opportunity to review and approve mock-ups, drawings, or prototypes before production starts. No production begins until written approval is received.

2.2 Customer Approval is Binding

Once the customer provides written approval of specifications or design mock-ups, SHOP.ZIEL proceeds with production in full reliance on that approval. No changes to specifications will be accepted after production has commenced. Customers must request all modifications before granting final approval.

2.3 Non-Refundable Deposit

A non-refundable deposit is required to begin production on all custom orders. This deposit covers the cost of materials and initial labour and represents the customer's binding commitment to the order.

3.1 30-Day Return Window

For standard, non-custom products, return requests must be submitted within 30 days of the date the item was received. To be eligible, all of the following conditions must be met:

–     The item is unused and in its original, unaltered condition;

–     All original tags, packaging, and accessories are intact and included;

–     Valid proof of purchase (receipt or order confirmation) is provided.

Items that do not meet all of these conditions will not be accepted for return.

3.2 How to Request a Return

Contact us at contact.realziel@gmail.com before sending anything back. Do not ship items without receiving written return authorisation from SHOP.ZIEL first. Unauthorised returns will be refused at delivery and returned to the sender at their cost.

3.3 Return Shipping Costs

3.4 Items Not Eligible for Return

The following are excluded from our standard 30-day return window:

–     Custom, personalised, or made-to-order products;

–     Items that have been used, installed, mounted, or altered in any way;

–     Items missing original packaging, tags, or proof of purchase;

–     Gift cards;

–     Hazardous materials, flammable liquids, or gases;

–     Items damaged due to misuse, improper handling, or failure to follow care instructions.

3.5 Damages & Wrong Items

Inspect your order immediately upon receipt. If your item is defective, damaged in transit, or incorrect, contact us at contact.realziel@gmail.com straight away so we can assess and resolve the issue. Claims submitted more than 7 days after delivery may not be accepted.

Customers receiving goods within the European Union have the statutory right to withdraw from a purchase within 14 days of receiving the item, without providing a reason, in accordance with EU Consumer Rights Directive 2011/83/EU. To exercise this right, the item must be:

–     Unused and in its original condition;

–     Returned with all original packaging, tags, and proof of purchase.

To exercise your right of withdrawal, contact us at contact.realziel@gmail.com within 14 days of receiving your item. Once notified, you have a further 14 days to return the item. Refunds will be processed within 14 days of us receiving the returned goods.

EU customers are entitled to a minimum 2-year legal guarantee from the date of delivery on all goods purchased from SHOP.ZIEL. Under this guarantee, if a product is found to be faulty, not as described, or not fit for purpose within this 2-year period, you are entitled to:

–     Repair or replacement of the product at no charge; or

–     A partial or full refund if repair or replacement is not possible, takes too long, or would cause significant inconvenience.

For defects that become apparent within 12 months of delivery, it is assumed that the defect existed at the time of delivery and SHOP.ZIEL bears the burden of proving otherwise. For defects appearing between 12 and 24 months after delivery, the customer may need to demonstrate the defect existed at the time of purchase.

This 2-year legal guarantee does not affect your right to pursue claims under our separate limited warranty (Section 9), and does not limit any additional rights granted by the national law of your EU member state.

Once a returned item has been received and inspected, we will notify you of the outcome. If the return is approved, the refund will be processed to your original payment method within 10 business days of approval. Your bank or card issuer may require additional time to post the credit.

EU customers exercising the 14-day right of withdrawal will receive a full refund including original outbound shipping costs within 14 days of SHOP.ZIEL receiving the returned goods or proof of return shipment, whichever comes first.

If more than 15 business days have passed since your return was approved and you have not received your refund, contact us at contact.realziel@gmail.com.

SHOP.ZIEL does not process direct exchanges. If you wish to receive a different item, return the original product (subject to eligibility under Section 3) and place a new order separately once the return has been approved.

SHOP.ZIEL ships internationally. All customs fees, import duties, VAT, and any other taxes or charges imposed by the destination country are entirely the responsibility of the customer. These costs are not included in the product or shipping price and are outside of our control.

We recommend consulting your local customs authority before placing an order to understand what charges may apply. SHOP.ZIEL accepts no liability for delays, seizures, or additional charges arising at customs.

9.1 Quality Assurance

Every product dispatched by SHOP.ZIEL passes a thorough quality control check. We are committed to delivering products of exceptional quality and durability.

9.2 Commercial Limited Warranty

In addition to your statutory rights (including the EU 2-year legal guarantee in Section 5 where applicable), our products are backed by a commercial limited warranty against defects in materials and workmanship for the period stated at the time of sale. This commercial warranty does not cover:

–     Damage caused by misuse, neglect, or improper installation;

–     Normal wear and tear;

–     Modifications made after delivery;

–     Damage resulting from failure to follow our care and maintenance guidelines.

Warranty claims are assessed individually. SHOP.ZIEL reserves the right to repair or replace the product at its sole discretion. This commercial warranty does not cover consequential or indirect damages of any kind, and does not limit or replace any statutory rights you may have under applicable law.

Due to the nature of our production process, individual products may exhibit minor variations in appearance, finish, or colour. Such variations are inherent to the product and are not considered defects. Product photography is for illustrative purposes and may not perfectly represent every unit. By placing an order, the customer acknowledges and accepts this.

An estimated production timeline is provided for each custom order during the consultation phase. SHOP.ZIEL will make every effort to meet agreed timelines; however, production may occasionally take additional time in order to maintain quality standards. Any significant changes to the expected completion date will be communicated promptly.

SHOP.ZIEL provides care and maintenance instructions with every order. Following these instructions is essential to maintain the quality and longevity of your product. Damage caused by improper care or handling is not covered under warranty and does not qualify for return or refund.

For all enquiries regarding orders, returns, or these policies, please reach us at:

contact.realziel@gmail.com

We aim to respond to all enquiries within 2 business days.

© 2026 SHOP.ZIEL. All rights reserved. These policies are subject to change without prior notice.