Product returns and order cancellations
Last update: June 1, 2020
Thanks for your purchase. We hope you enjoyed it and will use it for a long time.
However, if you are not fully satisfied with the product and wish to return it, you can do so at any time, under the conditions described below, for a full refund, replacement / repair of the product or shopping vouchers in our store.
Heads up: most products from SILOZ are unique or produced in very small series. The replacement rules differ from the other products purchased online. Read more in the contract.
How long can I claim a defect?
Any notification must be made within 14 calendar days from receiving the product.
How do I make a complaint?
The notification must be sent to us either 1) by e-mail, or 2) using the contact form, or 3) from the personal account, in the order details page, by filling in the Remarks section at the bottom.
The message must be sent only from the email address or from the account from which the order was placed. The message must contain your name, order number or other details for identification, description of the defect, ideal with photos of the defect.
After sending the message, you will be contacted by us for the return procedure, within 3 working days.
Types of complains that are not accepted:
As they are custom works, the following are not defects and cannot be claimed:
- variations less than +/- 5% between the physical dimensions and the dimensions specified on the product page
- minor differences between how you imagined the product would look or how it was simulated in the editor and how it came out in reality (in short: if you don't like what it looks like)
Products without customization
Products without personalization (T-shirts, sweatshirts, other blank products etc.) or stock products may be returned without other restrictions, in the original packaging, without having been worn, washed or damaged in any way.
Canceling an order
An order can be canceled until it is executed. This can take up to a few working hours. The status of the order (whether or not it was launched) can be tracked in your personal Orders page. Contact us immediately if you wish to cancel an order.
The product must be returned in the original packaging. The product must not have been used, worn, washed, or damaged by the user.
Send the product by courier to: AZERO SRL, str. Constantin Dissescu no. 4, 011089 Bucharest.
Do not send the product with cash on delivery: parcels sent with cash on delivery are not received.
Do not mail the product: parcels sent by mail are not received.
After receiving the return, we will contact you after processing it. This may take a maximum of 30 days (usually 3-5 days). We may determine, by our own means, whether a returned product has been used before or if it has been artificially damaged, in order to generate a return.
One of the following variants will occur:
- full refund of the product, through the same payment instrument by which it was paid, or
- full refund with vouchers (credit notes) that can be used for other purchases in our store, at least equal to the value of the claimed product, or
- reprinting the order, or
- nothing, if the request for return is not justified. In this case, the product remains in our custody, or is returned to you in the same way as the first time. The cost of this return is paid by the customer.
Reimbursements are made within 10 days.
Reprinting means a new work and can last as such.
If you have any questions concerning our return policy, please contact us.