Refund policy

At Zero Matrix Studio, every product is created with care, attention to detail, and respect for the handmade process. We want you to feel confident when ordering from us, so please read our return and refund policy before placing your order.

14-Day Right of Withdrawal

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

To exercise your right of withdrawal, please contact us by email within 14 days of receiving your order and clearly state that you wish to return your purchase.

You must then return the item to us without unnecessary delay and in any case no later than 14 days after informing us that you wish to withdraw from the purchase.

Return Conditions

To be eligible for a return, the item must be:

  • unused
  • undamaged
  • in its original condition
  • returned with any original packaging, certificate, or included accessories where applicable

Please pack the item carefully. Many of our products are handmade artworks, framed pieces, resin pieces, or limited edition items, and they must be protected properly during return shipping.

Return Shipping Costs

The customer is responsible for the cost of return shipping, unless the item is faulty, damaged, or incorrect.

We recommend using a tracked and insured shipping service, especially for handmade artworks, limited edition pieces, and fragile products. We are not responsible for items lost or damaged during return shipping.

Refunds

Once we receive and inspect the returned item, we will notify you about the status of your refund.

If the return is approved, we will refund the purchase price using the original payment method.

Original standard delivery costs may be refunded where required by applicable law. Additional costs for express shipping, upgraded shipping, or special delivery services are non-refundable.

Please note that refunds may take a few business days to appear on your account, depending on your payment provider.

Damaged or Faulty Items

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible and include:

  • your order number
  • photos of the item
  • photos of the packaging
  • a short description of the issue

If the item is confirmed to be damaged, faulty, or incorrect, we will offer a suitable solution such as replacement, repair, partial refund, or full refund, depending on the situation and product availability.

Handmade Products

Please note that many Zero Matrix Studio products are handmade. Small variations in color, texture, finish, shape, or surface details are part of the handmade character and are not considered defects.

Each piece may have slight differences, making it unique.

Limited Edition Items

Limited edition products must be returned in original condition, including any certificate of authenticity, numbering, packaging, or included documentation.

If a limited edition item is returned damaged, used, altered, or without its original certificate, we may reduce the refund amount where permitted by law.

Custom-Made and Personalized Products

Custom-made, made-to-order, or clearly personalized products cannot be returned or refunded unless they arrive damaged, faulty, or incorrect.

This includes products created specifically according to your instructions, custom colors, personalized text, names, custom designs, custom artworks, and similar individual requests.

Digital Products and Custom AI-Generated Songs

Digital products, downloadable files, and custom AI-generated songs are generally non-refundable once production or delivery has started, if you have expressly agreed that the work may begin before the end of the withdrawal period and acknowledged that you lose your right of withdrawal once the digital content is delivered or the service has begun.

If there is a technical problem with your digital order, please contact us and we will do our best to help.

Non-Returnable Items

The following items cannot be returned unless they are faulty, damaged, or incorrect:

  • custom-made products
  • personalized products
  • made-to-order artworks
  • digital downloads
  • delivered custom AI-generated songs
  • gift cards
  • items that have been used, damaged, altered, or returned incomplete

How to Start a Return

To start a return, please contact us at:

zeromatrixstudio@gmail.com

Please include your order number and the reason for contacting us.

Do not send items back without contacting us first. We will provide return instructions and the correct return address.

Contact

For return questions, please contact:

Zero Matrix Studio
Email: zeromatrixstudio@gmail.com