Return & Refund Policy | Zoormesh

Thank you for shopping at ZOORSCREEN. This policy explains how returns, replacements, and refunds work. Every order we accept is custom-made to the measurements and options you provide at checkout. We do not operate a separate line of “standard-size” stock items that can be returned for “change of mind.”

In principle, once your order has been shipped, returns are not accepted. We will repair, replace, or refund only where there is a quality defect, damage visible on delivery, or a manufacturing error (the finished product does not match your confirmed order dimensions, or falls outside the manufacturing tolerance stated below). If the product does not fit because the measurements you submitted were wrong, we cannot accept a return or refund for that reason. We may still try to help with guidance (by email or WhatsApp) where we can.

1. Summary

Quality defect or damage visible on delivery: We remedy at no charge to you (replacement, reshipment, or refund as appropriate under this policy and applicable law).

Manufacturing error: The finished item does not match the dimensions on your confirmed order, or is outside a normal manufacturing tolerance of ±1 cm (10 mm) per side from those dimensions. Contact us within 30 days of delivery with your order number and photos; we will arrange a free replacement or another fair remedy, including refund where required by law.

Wrong measurements provided by you: We do not accept returns or refunds solely because the product does not fit when the dimensions you entered or measured were incorrect. Please double-check before ordering. Measurement guide: https://zoorscreen.com/measure

Change of mind / discretionary returns after shipment: Not accepted. All orders are custom-made.

2. Custom orders—dimensions and manufacturing tolerance

Products are cut and finished to the width, height, and other options you confirm at checkout.

Our responsibility

We warrant that the finished product matches the dimensions on your order within a normal manufacturing tolerance of ±1 cm (10 mm) per side. If it is outside that tolerance, or has a material defect (for example torn mesh, faulty magnets), it is covered within 30 days of delivery as described above.

Your responsibility

Custom items are made only for you. You are responsible for the accuracy of the information you enter at checkout.

3. Changing dimensions after you order

To request a change to dimensions after placing an order, contact customer service by email or WhatsApp (WhatsApp link or number is shown on our Contact page and/or in your order confirmation). Once material has been cut for your order, dimensions cannot be changed. Whether a change is possible before cutting is subject to confirmation by our team (including by email or chat).

4. How to contact us for defects, damage, or size disputes

For quality defects, delivery damage, or a claim that the product does not match the ordered size: within 30 days of delivery (or longer if required by applicable consumer law), email [email protected] with your order number, clear photos or a short video, and if you dispute the size, photos showing a tape measure against the product as received. We aim to respond within one business day.

5. Cancellations and PayPal fees

If you have paid but production has not yet started and we agree to cancel: you bear the portion of PayPal (or payment processor) fees that is non-refundable. The amount we refund will be your payment minus those non-refundable processing fees, as determined by PayPal/card rules and what we actually received net of fees.

If production has started or material has been cut, cancellation is usually not possible; contact us by email or WhatsApp to confirm the status of your order.

6. Refund timing

Approved refunds are issued to your original payment method (for example PayPal or card paid through PayPal).

After we approve and process a refund, banks or PayPal typically show it within 5–10 business days.

Refund amount clarification: where shipping costs, payment processing fees, or other service costs have already been incurred and are non-refundable, we may deduct those incurred amounts from the refund to the extent permitted by applicable law. The remaining balance will be returned to the original payment method.

7. Contact

Before you order: [email protected]. For after-sales, dimension changes, and cancellations, email us or use WhatsApp as shown on our Contact page.

We recommend reading this policy together with our Shipping Policy and Terms of Service.