At Zethacraft, we take customer satisfaction very seriously, but we also understand that our products are customized and made to measure, so there are specific conditions for changes, returns, and refunds. We explain everything clearly and honestly.
We do our utmost to ensure that each product arrives in perfect condition. All frames and lightboxes are carefully packaged with appropriate protective materials. To date, we have never had a single case of product damaged during transport.
Our frames are customized products that are created based on the specific data that the customer provides on the website, so returns or cancellations do not apply once the order has been confirmed, unless:
On the other hand, our lightboxes are based on predetermined designs and could be eligible for changes or returns in very specific cases within Colombia and Mexico. Each lamp is tested before being sent, both with batteries and with USB cable, to ensure that it works perfectly when leaving our workshop.
If you believe your product has a defect or error attributable to us, write to us within 7 calendar days of receiving the package. You can contact us directly via WhatsApp or Instagram. Be sure to include the following information:
Due to logistical issues and high transport costs, for international orders (outside Colombia and Mexico) we cannot manage returns or physical changes. Even so, if something arrives damaged or with a defect, we solve it by offering you a considerable discount for a future purchase.
It is the customer's responsibility to correctly enter all shipping information. Courier services usually make several delivery attempts, but if the order does not arrive due to incomplete or incorrect address, or if the package is not claimed within the stipulated time and is returned to us, the reshipment of the product will be at the customer's expense.
If the box of your order arrived dented or with signs of mistreatment by the carrier, we ask you to take evidence (photos and video from the moment you receive it). Even if the product is in good condition, we can offer you a discount on your next purchase as a gesture of compensation if the packaging arrived compromised.
For any questions, contact us directly via Instagram or WhatsApp. We are here to help you and ensure that your experience is the best possible.
Thank you for being part of Zethacraft. Your setup deserves something unique, made with the passion that only a gamer understands.