Custom products need a different return policy.

Before production starts

You may request a change or cancellation before production begins. If design, proofing, special material, tooling, processing or other non-recoverable costs have already been incurred, any approved refund may be reduced by those documented costs.

After production starts

Once a custom product has entered production following approval of the relevant specification or proof, change-of-mind cancellation or return is generally not available. This does not limit rights relating to defective, damaged or incorrectly manufactured goods or any mandatory rights under applicable law.

Defective, damaged or incorrect goods

Contact us promptly at trading@zeruienergy.com with the order reference, photographs and a clear description of the issue. For shipping damage, retain the product and packaging while the claim is reviewed. We may request measurements or additional evidence where needed to determine whether the product materially differs from the approved specification.

Available remedies

Depending on the issue and applicable law, an approved remedy may include correction, replacement/remake, partial refund or full refund. We will not require a return where it is unreasonable or unnecessary to assess or resolve the problem.

Refund processing

Once a refund is approved, we aim to initiate it within five business days using the original payment method where practicable. The receiving bank or payment provider may take additional time to post the funds.

How to request support

Email trading@zeruienergy.com and include the quotation/order number, delivery date, issue description and supporting photos. Business orders governed by separately negotiated written terms follow those terms where they differ from this general policy.