ColdZero Return & Cancellation Policy
At ColdZero, we take pride in the craftsmanship of our products. Because almost everything in our catalog is manufactured on-demand specifically for your order, we have established the following policies to ensure clarity and fairness for all our global customers.
1. Order Cancellations (Before Production) We understand that plans can change or mistakes happen during checkout.
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The Window: You may cancel your order for a full refund within 24 hours of purchase, provided production has not yet started. After this window, materials are allocated and laser cutting begins.
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How to Cancel: EU customers can use the "Cancel Order / Return" button located in our website's footer. Alternatively, you can email us immediately at contact@coldzero.eu with your order number.
2. Returns & Right of Withdrawal (EU Customers Only) In compliance with EU Directive 2023/2673, customers residing within the European Union have the right to return standard items within 14 days of receiving the order.
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How to Return: Use the accessible "Cancel Order / Return" link at the bottom of our website. No account login is required.
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Exceptions (Custom/Personalized Items): The right of withdrawal does not apply to goods that are custom-made to the consumer's specifications or are clearly personalized (e.g., custom logos, specific engravings, or unique non-catalog measurements). These highly customized items are final sale and cannot be returned.
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Return Shipping Costs: The direct cost of returning the goods must be fully covered by the customer. We highly recommend using a trackable shipping service, as we cannot be held responsible for return packages lost in transit.
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Condition: Items must be returned in their original, unused condition, with all original protective films and packaging intact. We reserve the right to refuse the return or reduce the refund amount if the goods show signs of use, scratches, or handling beyond what is necessary to establish their nature.
3. Returns (Non-EU Customers / Rest of the World) For customers outside the European Union (e.g., USA, UK, Canada), because our products are manufactured on-demand based on your specific selection, we do not accept returns or exchanges for a change of mind or "buyer’s remorse."
Why? Since these items are not pulled from a pre-made stock and international return logistics involve complex customs duties, they cannot be easily returned or resold. Please double-check your PC case compatibility and measurements before finalizing your order.
4. Refunds & Optional Shipping Insurance Once we receive and inspect your authorized return, your refund will be processed within 14 days to your original payment method.
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What is refunded: The full cost of the item and the standard base shipping rate.
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What is NOT refunded: Any supplementary costs resulting from your choice of a premium service. If you opted for our "Optional Shipping Insurance" or selected an Express shipping method during checkout, these extra fees are non-refundable once the delivery service has been initiated.
5. Damaged or Defective Items While we pack our acrylics and parts with extreme care, transit accidents can happen.
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If you purchased Shipping Insurance: You get priority support. Send us clear photos of the damaged package and item within 48 hours. We will immediately manufacture and ship a replacement part to you, completely bypassing the carrier's lengthy investigation process.
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If you did NOT purchase Shipping Insurance: Please contact us within 48 hours with clear photos. We will file a damage claim with the shipping carrier. Replacements or refunds will be issued once the carrier concludes their investigation and approves the claim.
6. Made a Mistake? We’ve all been there—selecting the wrong version or forgetting a specific cut-out. If you realize you made an error in your order:
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Please DO NOT place a new order: Don't create a second or third order to fix a mistake! Reach out to us first. We can easily edit your existing order, saving you the hassle of paying twice and waiting days for a refund to process.
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Contact us ASAP: If production hasn't started, we are usually able to update the specifications of your order at no extra charge.
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Speed is key: The sooner you reach out, the better the chance we can fix it before the lasers start cutting!