Refund Policy
Last updated: September 29, 2026
1. Overview
Most Zenki Lab products are custom or made-to-order: printed from a design file you provide, or, for products like the Chibi Figure, from a 3D model generated for you and approved by you before printing. Because of this, our approach to refunds is different from a standard ready-made retail product. If we offer ready-made, in-stock products in the future, we will describe how this policy applies to those separately.
2. Quote Requests Are Not Orders
Submitting a quote request, whether through our website, the key tag configurator, or WhatsApp, does not create a binding order and nothing is charged. This policy applies once you have confirmed an order or arranged a deposit with us.
3. Cancelling Before Production Starts
If you cancel before we have started producing your order, we will refund any deposit in full, unless we have already carried out design or model work at your request, for example generating a Chibi Figure 3D model. Once that work has been done, the deposit is not refundable, since it covers the cost of that work. If you decide not to proceed after reviewing a generated model, contact us before we begin printing.
4. No Refunds Once Printing Has Started
Once we have started printing your order, we are unable to offer a refund for cancellation. Each item is manufactured specifically for you from the specifications you approved, and materials and machine time are committed as soon as printing begins. This does not affect your rights if the item arrives defective, damaged, or materially different from what you approved. See sections 5 and 6.
5. Defective, Damaged, or Incorrect Items
If your order arrives damaged or defective, or is not what you ordered, please contact us within 3 days of delivery with your order details and photos of the issue so we can look into it. Depending on the situation, we will offer a reprint or repair, at no extra cost. We do not offer refunds for defective, damaged, or incorrect items; if a reprint or repair genuinely isn't possible, we will discuss a fair alternative with you, subject to Section 9 (Your Statutory Rights).
6. Items That Differ Materially From What You Approved
For products with a preview or model approval step, we aim to produce your order to match what you approved. If the finished item is materially different from the approved design, text, colours, or specification through an error on our part, contact us and we will make it right by correcting and reprinting the item at no extra cost. We do not offer refunds for this; if we're unable to correct the item, we will discuss a fair alternative with you, subject to Section 9 (Your Statutory Rights).
7. How to Report a Problem
Contact us at [email protected] or through WhatsApp within 3 days of delivery, with your order details, such as your order ID if you have one, what you ordered, and photos where relevant, and we will get back to you.
8. Remedies
Depending on the situation, our remedy is a reprint or repair. We aim to resolve issues fairly and will discuss the right outcome with you based on your specific order. We do not offer refunds as a routine remedy; in the rare case a reprint or repair isn't possible, any refund agreed under Section 9 will be processed within 7 business days.
9. Your Statutory Rights
Nothing in this Refund Policy limits any right you have under applicable Sri Lankan consumer protection law that cannot lawfully be excluded or limited.
10. Changes to This Policy
We may update this policy from time to time. The "Last updated" date at the top of this page reflects the most recent changes.