Effective Date: 09.26.2024

At ZOKA Media Group LLC, customer satisfaction is important to us. However, due to the nature of our products and services, certain restrictions apply to refunds. This Refund Policy explains the conditions and procedures for requesting refunds. By making a purchase on our website (https://www.zoka.media) or through our services, you agree to the terms of this policy.

 

1. General Refund Policy

a. Custom Prints and Products:
All custom print orders and custom products are non-cancellable and non-refundable. Due to their personalized nature, we cannot accept returns or issue refunds for these items once production has commenced.

b. ZOKA Branded Merchandise and Other Physical Products:
ZOKA branded merchandise (e.g., apparel, accessories) and other physical products may be eligible for a refund under certain conditions. Refund requests must be made within 7 days of receiving the product. To qualify for a refund, the item must be unused, in its original packaging, and in the same condition as when you received it. Please contact us at [email protected] to initiate a return or refund.

2. Damaged or Defective Products

a. Custom Prints and Products:
Refunds will not be issued if custom print orders arrive damaged. In such cases, we may request proper photographic documentation of the packaging condition and the resulting damage. If you wish to have your print reprinted and reshipped, we recommend taking photographs of your package before tampering with or opening it. Providing this documentation gives you the best probability of having the print reprinted and reshipped free of charge.

b. ZOKA Branded Merchandise:
If you receive damaged or defective ZOKA branded merchandise or physical products, please contact us within 7 days of receipt. We may request photographs or other documentation to verify the issue. Upon verification, we may offer a replacement, repair, or refund at our discretion.

3. Requesting a Refund

To request a refund for eligible products, please contact us at [email protected] within the specified timeframe. Please include the following information in your request:

  • Order number or invoice number.
  • Reason for the refund request.
  • Supporting documentation or images (if applicable).

We will review your request and respond within 7 business days. Approved refunds will be processed through the original payment method. Please note that it may take 7-14 business days for the refund to appear in your account, depending on your bank or payment provider.

4. Non-Refundable Circumstances

We do not offer refunds under the following circumstances:

  • Custom print orders or products, including damage occurring during shipping.
  • Products that have been used, altered, or are not in their original condition.
  • Digital products and services once production has commenced or digital files have been delivered.
  • Failure to provide necessary information, assets, or feedback in a timely manner to complete the project.

5. Cancellations and Changes

a. Service Cancellations:
If you wish to cancel a service (e.g., media production, social media management) before work has commenced, a full or partial refund may be issued based on the extent of planning, pre-production, or other preparatory services already rendered. Cancellations requested after work has begun are not eligible for a refund.

b. Product Order Cancellations:
Orders for physical products, excluding custom prints, can be canceled within 24 hours of placement for a full refund, provided that production or shipping has not begun.

6. Contact Us

If you have any questions about our Refund Policy or need to request a refund, please contact us at:

ZOKA Media Group LLC
[email protected]
(312) 636-6156

We are here to assist you and ensure your experience with ZOKA Media Group LLC meets your expectations.