Refund & Returns Policy

ZIEBEN HAUS INC. — REFUND & RETURNS POLICY

Effective Date: 2026-05-23

Jurisdiction: Province of Ontario, Canada

1. Our Print-on-Demand Model

Zieben Haus helps reduce fashion waste. We make every item to order. This means our print-on-demand partners print your items only after you complete your purchase on ziebenhaus.ca. We do not keep items in a warehouse. Because of this, our return rules are different from regular retail stores.

We offer two types of collections under this model:

  • Editions: Exclusive clothes designed with our artist partners. They are fulfilled by our partner, Printful.

  • The Studio: Custom clothes that you design yourself using our website tools. They are fulfilled by our partner, Printify.

2. Change of Mind and Size Exchanges

We print each item just for you. Because of this, we do not accept returns or give refunds if you change your mind.

Choosing the Right Size:

Please check the size charts carefully before you buy. You can find a size chart on every product page. If you choose the wrong size or colour, we cannot offer a free replacement or a refund. If you want a different size, you will need to place a new order at your own expense.

3. Damaged, Defective, or Wrong Items

We stand behind the quality of our products. We will help you if your order arrives with a factory defect, poor print quality, or if we send the wrong item. In these cases, we will send a replacement or give you store credit.

The 14-Day Notice Window

You must report the problem to us within 14 days of the delivery date to get a replacement or credit.

How to Report a Problem:

  1. Email Us: Send an email to support@ziebenhaus.ca. Put your order number in the subject line.

  2. Send Proof: Attach clear photos or videos that show the print defect, the damage, or the wrong item tag.

  3. Review: Our support team will review your photos within 3 business days. If the error was made by us or our print-on-demand partners, we will approve your claim.

Your Options for Approved Claims:

If we approve your claim, you can choose one of these solutions:

  • Free Replacement: We will print a new item and ship it to you for free.

  • Store Credit: We will send you a digital Zieben Haus gift card. It will cover the item price, taxes, and shipping costs.

Note: We do not offer cash refunds for print-on-demand items. We only offer cash refunds if our partners run out of the item and cannot print a replacement.

4. Shipping Errors and Unclaimed Packages

Please make sure you type your shipping name and address correctly at checkout.

  • Wrong Address: Sometimes the delivery company returns a package to the print facility because the customer typed the wrong address. If this happens, you must pay the shipping cost to mail it to your correct address.

  • Unclaimed Packages: If you do not pick up your delivery and the carrier sends it back to the factory, you must pay the cost to ship it again.

  • Giving Back to the Community: We know life gets busy, and you may not mean to leave your package behind. Our print-on-demand partners keep returned items safe for 30 days. If we cannot arrange a new shipment with you within those 30 days, the items are donated to a local charity to help support people in our communities. We are always glad to give back, but please note that we cannot offer you a refund or a replacement once an item has been donated.

5. Items We Cannot Return

Canadian health rules protect consumer safety. Because of these rules, we never accept returns for intimate items, face masks, or goods that were sealed but opened after delivery. If you ship these items back to us, we will dispose of them immediately. We will not issue any credit for them.

6. Our Contact Information

If you have questions about our Refund & Returns Policy, please contact us:

Zieben Haus Inc.

2159 Fourth Line

Oakville, ON L6M 4B4

Canada

Support Email: support@ziebenhaus.ca

Company Registration: Federal Corporation Number 1585063-0 | Ontario Corporation Number 1001585063