Refund and Exchange Policy

Quick Summary

1. Customized Products — Not Returnable

Any product printed or manufactured based on a design chosen by the customer, whether it is:

• A design the customer created themselves via the Zayzin editor
• A design the customer purchased from one of the designers on the Platform
• A design uploaded by the customer
• A product modified in any way (adding a name, image, date, etc.)

Why?

Customized products are manufactured specifically based on your particular order, and we cannot resell them to any other customer. The moment you click "Confirm Order," production begins within hours, and the materials are cut and printed in your name. This is why we ask you to review the design and sizes carefully before paying.

The Sole Exception

If a customized product reaches you with a manufacturing defect (defective printing, torn material, a color clearly different from the preview), you are entitled to an exchange or a full refund. Details in Section 3 below.

2. Non-Customized Products — 14-Day Returns

Any product you purchased from the store without any printing or customization (a plain t-shirt, plain mug, etc.) may be returned within 14 days of the date of receipt, provided that:

• The product is in its original condition, unused, unwashed, and free of any signs of use.
• The original tags are still attached to the product and have not been removed.
• The original packaging is present and undamaged.
• You have the purchase receipt or order number.

Shipping fees

The customer bears the return shipping costs. We will send you instructions for the approved shipping company when you open a return request.

Refund amount

We refund the full value of the product (excluding the order's original shipping fees), using the same payment method you used:

• If you paid by Visa/Mada → it is refunded to the card within 7-14 business days (depending on the bank).
• If you paid cash on delivery (COD) → it is transferred to your Zayzin wallet or to a bank account you specify.

3. The Product Arrived Defective or Damaged

Whether the product is customized or plain, if it reaches you with:

• An obvious manufacturing defect
• Torn or damaged material
• Faded, cut-off, or misplaced printing (clearly different from the preview)
• A color completely different from the preview
• Damage caused by shipping

Your steps:

1. Within 48 hours of receipt, photograph the product (at least 3 photos: the overall appearance + a close-up of the defect + the order card if present).
2. Send the photos to [email protected] along with the order number and an explanation of the problem.
3. We will respond within 24 hours with a resolution:
   • A free exchange (we send a replacement + collect the old item at our expense)
   • A full refund of the value + the original shipping fees
   • Wallet credit equal to the product value + a 10% bonus

The choice of resolution is yours.

4. The Wrong Product Arrived (Not What You Ordered)

If you receive a product different from what you ordered (a different size, different color, different design, or an entirely different product):

• Send us a photo of the product and a photo of the order within 7 days.
• We collect the wrong product at our expense.
• We send the correct product within 3-7 business days, free of charge.

5. Cases in Which We Do Not Accept Returns

Even if the product is non-customized, we cannot accept a return in the following cases:

• More than 14 days have passed since receipt.
• The product has been washed, worn, or shows any signs of use.
• The tags have been removed or the packaging destroyed.
• The product was modified by the customer (cut, sewn, dyed, etc.).
• The product is a Special Order produced at your specific request.
• Gift cards and discount coupons.

6. How to Request a Return — The Steps

1. Go to My Account → My Orders on the Zayzin site.
2. Select the order you want to return and click "Request a Return."
3. Choose the reason and attach photos if the issue is a defect.
4. You will receive a confirmation email containing:
   • The return request number
   • The warehouse address
   • The approved shipping method (if the return is at your expense)
   • Packaging instructions
5. Send the product within 7 days of confirming the request.
6. When it reaches us, we inspect it within 2-4 business days.
7. If the inspection confirms it meets the conditions, the refund is issued within 7-14 business days.

Or send your request directly to: [email protected] with the order number.

7. Cancellation Before Shipping

• Within two hours of placing the order: you may cancel any order (customized or plain) from the "My Orders" page and receive a full refund.
• After two hours and before shipping: we may accept cancellation only for non-customized products. For customized products, production has already begun.
• After shipping: cancellation is not possible; you must receive the order and return it per the rules above.

8. Refund Processing Time

9. Your Legal Rights

This policy does not waive any right granted to you under the Egyptian Consumer Protection Law No. 181 of 2018 and its amendments. If you believe you have additional rights under the law, contact us and we will be glad to review your case.

10. Changes to This Policy

We reserve the right to amend this policy at any time. Amendments apply only to new orders and do not apply retroactively to prior orders. We will notify you of any material amendment via email.

Contact

• Email: [email protected]
• WhatsApp: [to be added after a business number is issued]
• Address: [to be added after the commercial registration is issued]

Reach out to us at any time, and we will respond within 24 hours on business days (Saturday - Thursday).