Terms & Policies

ZELIA

TERMS & CONDITIONS

RETURN, REFUND & WARRANTY POLICY

Effective: September 2026

1. General Terms

This policy applies to all products and services provided by ZELIA, including POS equipment, hardware, printed products, custom-made products, software/systems, and related services.

By placing an order, making payment, approving a design proof, or accepting delivery from ZELIA, the customer agrees to the terms and policies stated in this document.

2. Turnaround Time, Production & Shipping

Most orders ship within 10 days after the customer approves the design proof. Turnaround times are estimates only and are not guaranteed, especially for orders requiring finishing services or during holidays.

ZELIA is not responsible for delays caused by circumstances beyond its reasonable control and does not provide credits, discounts, or refunds solely due to late delivery.

• Standard Shipping: Standard ground shipping and handling are included in the price.

• Expedited Shipping: Available upon request for an additional fee.

3. Cancellations & Refunds Before Production

Refunds are only available for work that has not yet been confirmed or approved by the customer. Once the customer approves the order or design proof, the order is considered final sale, except where a return or warranty is specifically permitted under the sections below.

Design Proof Approval Responsibility: The customer is responsible for carefully reviewing all content on the design proof before approval, including but not limited to spelling, personal or business names, phone numbers, addresses, prices, contact information, images, logos, colors, layout, and all other design details. Once the customer approves the proof, ZELIA will produce the order based on the approved proof and will not be held responsible for any errors, mistakes, or inaccurate information shown on the approved proof, including spelling errors, incorrect names, or incorrect images. Any reprinting or reproduction costs resulting from an error that was approved by the customer will be the customer's responsibility. This provision does not apply if the finished product differs from the approved proof due to a production error by ZELIA.

• Cancel before proof is sent: $10.00 cancellation fee.

• Cancel after proof is sent: $25.00 cancellation fee.

• Cancel after approval: No refund.

• Overpayments: Any overpayment may be refunded upon customer request.

4. Non-Returnable Products (Final Sale)

The following products are final sale and are not eligible for return or refund:

• Designed, personalized, or custom-made products, including branded printing, apparel, gift cards, and other custom orders.

• Software or systems that have been activated.

• Opened consumable items or products that have been partially used.

• Promotional or clearance items marked as final sale.

Custom-made products are produced specifically to the customer's requirements and cannot be resold; therefore, they are not eligible for a refund after approval.

5. Returns & Exchanges for Eligible Products

Eligible products may be requested for return or exchange within 30 days of the purchase date, provided that:

• The product is in its original packaging or like-new condition, is undamaged, and is in resalable condition.

• The product is not custom-made/final sale and has not been partially used.

• A valid receipt or proof of purchase is provided.

• For equipment/hardware: all original boxes, accessories, cables, and documentation must be included, and the serial number must match the original sales record.

• Approved returns of non-defective equipment/hardware are subject to a 20% restocking fee.

• The customer is responsible for all return shipping costs.

ZELIA reserves the right to refuse any return or exchange request that does not meet the conditions above.

6. Warranty

• POS Equipment & Hardware: Covered by a limited one (1) year warranty for manufacturer defects, unless otherwise stated.

• Decor & Printed Products: Any issue or defect must be reported within 10 days of purchase to be considered for replacement.

Warranty does not cover:

• Physical damage, water damage, misuse, or negligence.

• Fire, theft, natural disasters, or other external events.

• Improper installation, electrical damage, or any cause that is not a manufacturer defect.

For damage caused by fire, theft, natural disasters, or other external events, the customer should contact their commercial insurance provider regarding any claim.

ZELIA reserves the right to determine whether a product qualifies for warranty coverage. Warranty remedies may include repair or replacement at ZELIA's discretion and do not guarantee a refund. Warranty coverage applies only to the original purchaser and is non-transferable.

7. Shipping Damage

Customers must inspect all merchandise immediately upon delivery.

Any shipping damage must be reported to ZELIA in writing within 48 hours of delivery. Failure to report damage within this period may result in the loss of eligibility for replacement.

8. Return & Refund Process

• Refund Method: Approved refunds will be issued to the original form of payment. Cash payments will be refunded by bank transfer.

• Ineligible Products: Products determined to be ineligible for refund or exchange will be returned to the customer at the customer's expense.

• Inspection Time: After ZELIA receives a returned item, please allow up to 5 business days for inspection. The customer will be notified by email when the item(s) are received.

• Refund Processing Time: Approved refunds will be processed within 5-10 business days after inspection is completed.

• Shipping Charges: Shipping charges already incurred are non-refundable unless otherwise confirmed by ZELIA in writing.

9. Chargeback Policy

The customer agrees to contact ZELIA to attempt to resolve any dispute before filing a bank dispute or chargeback.

Invalid or fraudulent chargebacks may result in account suspension, administrative fees, and collection efforts.

10. Limitation of Liability

ZELIA is not responsible for business interruption, lost revenue, lost data, or any indirect, incidental, or consequential damages arising from the use of, or inability to use, any product or service.

To the extent permitted by law, ZELIA's maximum liability will not exceed the original purchase price of the applicable product.