What we cover
ZuZuPal does not accept change-of-mind returns or unused returns for preference. We replace or refund only when a product is damaged on arrival or lost in transit after you placed a valid order.
All other sales are final, except where non-waivable consumer law in your location requires otherwise.
7-day report window
You must contact us within seven (7) days of delivery (or the carrier’s delivery scan date) for damaged items, or within seven (7) days of the expected delivery window for lost parcels. Claims filed after that window may be denied.
Proof we need
To open a claim, send both of the following through Contact or hi@zuzupal.com:
- Your order number and the email used at checkout.
- Photo proof — clear still photos of the shipping box (all sides, including labels), inner packaging, and the damaged product / missing contents.
- Video proof — a continuous unedited clip showing the sealed or as-received parcel being opened (or the empty delivery attempt / tracking evidence for lost shipments).
Without photo and video proof (or equivalent carrier confirmation for a verified loss), we may not be able to approve a replacement or refund.
Damaged on arrival
If your acrylic figure, charm, base, or packaging arrives cracked, shattered, crushed, or otherwise not usable due to shipping damage, we will — at our option — ship a replacement at no charge or refund the purchase price for the affected item(s).
Keep all packaging until the claim is resolved. We may request the damaged unit be returned; if we do, we cover the return label.
Lost in transit
If tracking shows the parcel was never delivered, or the carrier confirms loss after the expected delivery window, contact us with your order number and tracking page. We will investigate with the carrier and, once loss is verified, replace the order or refund you.
If tracking shows delivered but you did not receive it, report it within seven days of the delivery scan so we can open a carrier investigation. Porch theft after a confirmed delivery is not covered unless you purchased optional shipping protection at checkout and that protection expressly includes it.
Resolution & refund timing
Approved claims are resolved with a replacement shipment or a refund to your original payment method. Refunds typically post within five business days after we approve the claim (and after any required damaged-goods return is received). Your bank may take longer to show the credit.
What is not covered
- Change of mind, preference, or dissatisfaction with artistic style after a successful delivery of an undamaged personalized product
- Damage from dropping, misuse, modification, or care contrary to product guidance
- Claims without timely notice or without the required photo/video (or carrier) proof
- Normal display wear after delivery, including scuffs from everyday desk or bag use
How to start a claim
- Go to Contact (or email hi@zuzupal.com) within 7 days.
- Choose topic Shipping & tracking or Returns, include your order number, and attach photo + video proof.
- We review, may ask follow-up questions, then confirm replacement or refund.
Questions
Need help with a damaged or missing order? Contact us · hi@zuzupal.com · see also Shipping and Terms.