Because every Zoser product is made-to-order and fully personalized just for you, we have a strict but fair refund policy. Please read it carefully before placing your order.
1. Custom orders — general policy
As all our products are custom-made based on the personal details you provide, we do not accept general returns or issue refunds for the following reasons:
- Change of mind after an order is confirmed
- Incorrect information submitted by the customer (names, photos, dates, etc.)
- Minor color variations due to screen display differences
Please double-check all submitted details carefully before completing your purchase.
2. When we do refund or replace
We will issue a full refund or send a free replacement if your order meets any of the following conditions:
Eligible for refund / replacement
- Product arrives physically damaged
- Manufacturing defect in the card
- NFC chip not working upon arrival
- Wrong product received
- Product significantly differs from order
Not eligible
- Customer submitted wrong details
- Change of mind after production
- Minor color or shade variation
- Request after 48-hour window
- Product used or mishandled
3. How to submit a refund request
You must contact us within 48 hours of receiving your order. Requests submitted after this window may not be eligible.
Take clear photos or a short video showing the damage or defect clearly.
Reach us via Instagram DM @zoser.eg, WhatsApp, or email [email protected]
Provide your name, order reference, and the photos or video of the issue.
Our team will review your claim and get back to you within 1–2 business days.
4. Refund processing
Once your request is reviewed and approved:
- Online payments will be refunded to your original payment method within 5–10 business days.
- Cash on Delivery orders will receive a free replacement shipment at no additional cost.
5. Changes to this policy
We reserve the right to update this Refund Policy at any time. Changes will be posted on this page with a revised "Last updated" date. We encourage you to review this page periodically.
Have a damaged or defective product? Contact us at [email protected] or message us on Instagram @zoser.eg — we'll make it right.
