Return & Refund Policy

Last Updated: October 3, 2026

At Zonivas (zonivas.com), customer satisfaction and product quality are our highest priorities. Because we specialize in precision-crafted optical acrylic plaques, personalized keepsakes, and custom LED workspace decor, we have outlined our clear return and refund guidelines below in accordance with Austrian consumer regulations and Google Merchant Center standards.

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1. 14-Day Return Window for Damaged or Defective Items

We provide a 14-day warranty and claim window starting from the day your carrier tracking confirms delivery in Austria. If your item arrives broken, defective, or with an incorrect customization made on our end, you have 14 calendar days to request a free replacement or full refund.

2. Personalized & Custom Goods Policy

In accordance with statutory European consumer rights (Austrian FAGG / EU Consumer Rights Directive Article 16(c)), goods that are made to the consumer’s personalized specifications or clearly tailored to personal requirements (custom names, engraved dates, personalized photos, or bespoke business logos) are exempt from arbitrary right of withdrawal once fabricated.

• Eligible Claims (100% Covered):
  • The item arrived physically damaged or cracked in transit.
  • The LED light base, cable, or power adapter is non-functional or electrically defective.
  • The custom engraving contains a spelling or visual error caused by our production team (differing from the personalization details submitted at checkout).
• Non-Eligible Claims:
  • Customer typing mistakes, incorrect dates, or low-resolution artwork provided by the buyer at checkout.
  • Change of mind or buyer's remorse after a custom-engraved piece has gone into production.

3. Free Replacements & Return Shipping Costs

If an item arrives damaged, flawed, or incorrect due to our error, you do not pay any return shipping or restocking fees. We will either ship a complimentary priority replacement immediately or issue a pre-paid return shipping label.

4. How to Submit a Claim

1. Contact our support team within 14 days of delivery at support@zonivas.com.
2. Provide your Order Number (e.g., #ZV-1001) and full name.
3. Attach clear photos or a short video showing the transit damage, defect, or engraving error alongside the packaging.
4. Once reviewed (typically within 24 business hours), our support team will approve the claim and either dispatch a free remake or issue return instructions.

Please Note: Items returned to our facility without prior written authorization from our support team cannot be processed.

5. Authorized Return Facility Address

All pre-approved returns must be dispatched to our registered Austrian address:

6. Refund Processing Time

• Upon approving an eligible refund, the reimbursement is issued directly to your original payment method within 3 to 5 business days.
• Depending on your financial institution or credit card provider, it may take an additional 2 to 4 business days for the credit to appear on your bank statement.

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7. Verified Business Contact Information