Refund policy

At ABOVE ZERO STUDIO, many of our pieces are made to order, handcrafted in small-scale production, or personalized for each order. Because of this, our return policy differs from that of standard off-the-shelf retailers.

Returns & Cancellations

Custom, personalized, engraved, and made-to-order items are not eligible for general change-of-mind returns or exchanges.

For non-custom items, customers in the European Union or the United Kingdom may have a legal right to cancel certain online orders within 14 days of delivery, unless an exception applies. If you would like to request an eligible return or cancellation, please contact us first at support@abovezerostudio.com.

If you need to update customization details, please contact us within 24 hours of purchase.
If you need to request a cancellation, please contact us as soon as possible after placing the order. Once production has begun, changes or cancellations may no longer be possible.

Intimate-Use & Hygiene Exceptions

Some items may not be eligible for return once opened where they are sealed for hygiene or health-protection reasons and are not suitable for return after opening. If you are unsure whether this applies to a specific item, please contact us before purchasing.

Damaged, Defective, or Incorrect Orders

Please inspect your order upon delivery and contact us within 7 days if your item arrives damaged, defective, or incorrect.

To help us review the issue, please email support@abovezerostudio.com with your order number and clear photos of the item and packaging. If the issue is verified, we will do our best to make it right through a replacement, remake, refund, or another appropriate resolution.

Return Conditions

Where a return is accepted, the item must be unused, in its original condition, and returned with original packaging where applicable. Items sent back without first contacting us and receiving return instructions may not be accepted.

Return Shipping

For eligible change-of-mind returns or cancellations, return shipping costs are the customer’s responsibility unless otherwise required by applicable law. For approved cases involving a damaged, defective, or incorrect item, we will cover the appropriate return or replacement arrangement.

Refunds

If a refund is approved, it will be issued to your original payment method within the time required by applicable law and your payment provider’s processing time.

Where required by law, refundable original standard delivery charges will also be included for eligible cancellations. Shipping charges for optional upgraded delivery services are non-refundable unless otherwise required by law.