Refund Policy

Effective Date: 1/10/2024

At Zebra City, we are committed to ensuring your satisfaction with our products and services. Please review our refund and return policies outlined below.

Refunds & Returns

Standard Kits:

If you are not completely satisfied with your standard paint-by-number kit, you may return it within 30 days of the delivery date for a full refund.

Conditions for Return:

  • The kit must be in unused condition and in its original packaging.

Return Process:

  1. Contact our Customer Support Team at zebracity.sales@gmail.com to initiate your return and receive a free return label.

  2. Once we receive your returned product, we will notify you via email.

  3. Your refund will be processed, and a credit will automatically be applied to your original method of payment.

Personalised Kits:

Please note that we do not offer refunds or accept returns for personalised paint-by-number kits. These kits are custom-made to your specifications and cannot be resold. This policy is in line with UK consumer law, which exempts personalised goods from the standard right to cancel.

Legal Documents

Cancellations

If you wish to cancel your order, please contact our Customer Support Team within 24 hours of placing the order.

Important Notes:

  • Orders are processed within 6 hours and transmitted to our fulfilment centre for immediate processing.

  • After this period, cancellation may not be possible.

Defective Products

If you receive a defective kit, we will replace it at no additional cost.

Procedure:

  • Provide a video demonstrating the defect to our Customer Support Team to support your claim.

Incorrect Shipping Address

It is the buyer's responsibility to ensure the correct shipping address is provided.

If an Incorrect Address is Provided:

  • Contact our Customer Support Team within 6 hours of placing the order to correct the address.

  • We strive to process orders promptly; therefore, there is a limited window to make changes.

Lost or Stolen Packages

ZebraCity is not responsible for lost or stolen packages.

If Your Tracking Information Indicates Delivery but You Have Not Received the Package:

  • File a complaint with the respective shipping carrier.

  • For assistance, please reach out to our Customer Support Team.

Limited Warranty

Coverage:

  • This warranty applies to paint-by-number kits purchased from ZebraCity for one year from the date of purchase, covering defects in materials and workmanship.

Inclusions:

  • The warranty covers paints, brushes, and canvas under normal use.

Exclusions:

  • Damages resulting from misuse, unauthorized repairs, exposure to extreme conditions, and normal wear and tear are not covered.

Claims Process:

  • Provide proof of purchase and contact our Customer Support Team with details of the issue.

  • Assessment may require photographs of the artwork or return of the paint set.

Resolution:

  • Options include replacement of paints or brushes, or store credit for verified manufacturing defects.

Limitations:

  • The warranty is limited to the purchase price of the paint-by-number kit and excludes indirect damages.

  • It is applicable only to the original purchaser and is non-transferable.

Statutory Rights:

  • This warranty complements statutory consumer rights, which may vary by location.