Return & Refund Policy

At Ziphaus, we want every customer to feel confident when purchasing a modular backyard structure, garden shed, patio deck or related outdoor space solution.

This Return & Refund Policy explains how cancellations, returns, refunds, damaged items and custom orders are handled.


1. Order Cancellation

You may request to cancel an order before it enters processing, production or shipment.

To request cancellation, please contact us as soon as possible at:

Email: [support@ziphaus.net]

If the order has not yet entered production or shipment, we will review the request and may cancel the order.

If the order has already entered production, customization, packing or shipment, cancellation may not be available or may be subject to related costs.
 
2. Custom and Made-to-Order Products

Some Ziphaus products may be customized based on your selected size, layout, color, door position, window position, accessories or project requirements.

Custom and made-to-order products are generally not eligible for return or refund once production has started, unless the product has a confirmed manufacturing defect or the issue is caused by Ziphaus.

Before confirming a custom order, please carefully review all product details, specifications and project requirements.
 

3. Standard Product Returns

For standard, non-custom products, return requests may be accepted within [14/30] days after delivery.

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

Unused.

Uninstalled.

In its original packaging.

In resalable condition.

Complete with all parts, manuals, accessories and hardware.

Return requests must be approved by Ziphaus before the item is shipped back.

Products returned without prior approval may not be accepted.

4. Non-Returnable Items

The following items are generally not eligible for return:

Custom or made-to-order products after production starts.

Installed or assembled products.

Used, damaged or modified products.

Products missing original parts, packaging or accessories.

Clearance, final sale or discounted items marked as non-returnable.

Products damaged by improper installation, misuse, weather events, site conditions or unauthorized modification.

5. Damaged or Defective Items

Please inspect your order carefully when it arrives.

If your product arrives damaged, defective or missing parts, please contact us within [48 hours / 7 days] after delivery and provide:

Order number.

Clear photos or videos of the issue.

Photos of the packaging.

Description of the damaged, defective or missing part.

After reviewing the information, Ziphaus may offer replacement parts, repair support, partial refund or another reasonable solution based on the situation.

6. Return Shipping

Unless the return is caused by a confirmed Ziphaus error or product defect, customers are responsible for return shipping costs.

For large modular structures, return shipping can be expensive. We recommend confirming all product details, site requirements and delivery conditions before placing an order.

Original shipping fees, handling fees and related service charges may be non-refundable unless required by law.

7. Refund Process

After we receive and inspect the returned item, we will notify you whether the refund is approved.

If approved, the refund will be issued to the original payment method.

Please allow [5–10 business days] for the refund to appear, depending on your bank or payment provider.

8. Partial Refunds

Partial refunds may be offered in certain cases, including:

Products returned with minor missing packaging.

Orders with minor cosmetic issues that do not affect normal use.

Approved compensation for delayed, incomplete or partially affected orders.

Situations where replacement parts are a better solution than a full return.

9. Exchanges and Replacement Parts

For damaged, defective or missing parts, Ziphaus may provide replacement parts instead of a full return, depending on the issue.

We may ask for photos, videos or additional details to confirm the problem before arranging a replacement.

10. Shipping Delays

Shipping times may vary due to production schedules, logistics, weather, port conditions, carrier delays or other factors outside our control.

If an order is delayed, Ziphaus will provide updated information when available.

If a delay significantly affects your order, please contact us and we will review available options.

11. Refused Delivery

If a customer refuses delivery without prior approval from Ziphaus, the customer may be responsible for shipping fees, return freight, storage fees and other related costs.

Please contact us before refusing a shipment so we can help review the issue.

12. How to Start a Return or Refund Request

To start a return or refund request, please contact us:

Email: [elbert.han@ziphaus.net]

Please include:

Your order number.

Full name.

Contact information.

Reason for the request.