Effective Date: August 11, 2026
At Ziafex Creations & Collectibles, we want you to receive exactly what you ordered and understand the return terms before you buy. Because we sell a mix of collectibles, convention merchandise, limited and one-of-a-kind items, as well as custom-made and personalized products, return eligibility depends on the type of item purchased.
Standard Merchandise Returns
Most standard, non-custom merchandise may be returned within 14 days after delivery.
To qualify for a return:
- The item must be in the same condition in which it was received.
- New or sealed collectibles must remain unopened and sealed.
- Original packaging, inserts, accessories, tags, certificates, and other included materials must be returned with the item.
- Items sold as used, open-box, or previously displayed must be returned in substantially the same condition described in the original listing.
- Proof of purchase or your Ziafex order number is required.
Please contact us before sending any merchandise back. Do not mail a return until return instructions have been provided.
Collectibles, Convention Exclusives, and One-of-a-Kind Items
Limited-edition collectibles, SDCC or other convention exclusives, promotional merchandise, convention swag, and one-of-a-kind items may have special return conditions because availability and replacement inventory can be extremely limited.
Unless the product listing specifically states Final Sale, these items follow the standard return policy above.
Any item clearly identified as Final Sale, No Returns, or similar wording on the product listing is not returnable for change of mind.
This does not affect your ability to contact us if an item arrives damaged, materially different from its listing, or if you receive the wrong item.
Custom, Personalized, Engraved, and Made-to-Order Products
Custom-made, personalized, engraved, specially sized, commissioned, or made-to-order products are generally final sale once production has begun.
This includes, for example:
- Custom cosplay helmets and props
- Custom 3D-printed products
- Laser-engraved or personalized items
- Specially commissioned designs
- Customer-requested colors, graphics, names, sizing, finishes, or other modifications
If a custom project requires a deposit, any non-refundable portion of that deposit will be disclosed to you before payment.
A custom order may generally be canceled before fabrication begins unless materials have already been purchased specifically for the project. Once fabrication, personalization, printing, engraving, painting, finishing, or other custom work has begun, cancellation or return for change of mind is not available.
Custom products that arrive damaged, defective, materially different from the approved specifications, or incorrect due to our error remain eligible for review and an appropriate remedy.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us at ziafexcc@gmail.com as soon as reasonably possible, preferably within 7 days of delivery.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the item
- Photographs of the shipping box and packaging if shipping damage occurred
Please keep the item and all packaging until we provide instructions.
When the problem is confirmed, we may provide a replacement, repair, replacement component, return shipping label, refund, or another appropriate solution depending on the item and circumstances.
When an error is ours or an eligible item arrives damaged or defective, Ziafex will cover reasonable return shipping when a return is required.
Return Shipping
For approved returns that are not the result of damage, defect, or an error by Ziafex, the customer is responsible for return shipping costs.
Original outbound shipping charges are generally non-refundable unless the return results from our error or the order qualifies for a full refund under applicable law.
We strongly recommend using a trackable shipping method and appropriate insurance when returning collectible, fragile, limited-edition, or high-value merchandise.
Ziafex is not responsible for customer return packages that are lost or damaged before they are delivered back to us.
Refunds
After an approved return is received and inspected, we will notify you regarding the refund.
Approved refunds will be issued to the original payment method. We normally initiate an approved refund within 5 business days after completing the return inspection. Your bank or payment provider may require additional time to post the refund to your account.
Items returned incomplete, opened when originally sold sealed, altered, damaged after delivery, or materially different from the condition in which they were sold may be denied a refund or may qualify only for a partial refund where appropriate.
Exchanges
Exchanges depend on product availability.
Many collectibles, convention exclusives, and one-of-a-kind products cannot be replaced with an identical item. When an identical replacement is unavailable, we may offer another appropriate solution, including a refund where applicable.
Order Cancellations and Shipping Delays
Orders that have not entered fulfillment may be eligible for cancellation.
Custom orders are subject to the custom-order cancellation terms described above.
We provide estimated production or shipping times when appropriate. If we become unable to ship merchandise within the promised timeframe, we will contact you regarding the delay and provide the options required under applicable law, which may include agreeing to the revised shipping timeframe or canceling the unshipped order for a refund.
Final-Sale Items
Items explicitly identified as Final Sale, No Returns, or equivalent language before purchase cannot be returned because of preference, buyer’s remorse, market-price changes, or a decision that the item is no longer wanted.
Final-sale status does not excuse an incorrect shipment or eliminate rights that cannot legally be waived.
Contact Us
Before starting any return, contact:
Ziafex Creations & Collectibles
Email: ziafexcc@gmail.com
Website: ziafex.com
Please include your order number whenever possible so we can assist you quickly.
This policy does not limit any consumer rights that cannot be waived under applicable law.