Refund policy

Something wrong with your order?

You don't need to return it. Email us at support@zerohourbuilds.com. We reply within 1 business day and will make it right.

Zero Missing Parts Guarantee

If a piece is missing, contact us at any time, even months later. Send us your order number, a photo of the instruction step with the missing piece circled, and a photo of the pieces you received. We'll send the missing pieces free of charge.

Damaged, defective or incorrect items

Contact us within 7 days of delivery with photos. We'll send a free replacement and make sure you're taken care of. If we need the item back, we'll cover the return shipping.

Returns

Eligibility

You have 60 days from delivery to return any set for any reason, built or unbuilt, including sale items. Every piece and the instruction manual must be included.

How to start a return

  1. Email us with your order number and the set(s) you'd like to return.
  2. We'll send you the return address and instructions.
  3. Ship the set back to us with tracking.

Return shipping

You pay the return shipping, unless the return is due to our error. Returns must be tracked, and we recommend insurance, as we're not responsible for returns lost in transit. We can't accept returns sent without contacting us first.

Exchanges

Return the original set, then place a new order for the one you want.

Refunds

Refund timing

Once your return arrives and we've checked it, we'll email you to confirm your refund. Refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to show it. If you haven't received it 15 business days after we confirmed it, email us.

Shipping costs

Original shipping costs are non-refundable, unless the return is due to our error or a refund is required by law.

Other terms

Gift cards

Gift cards are final sale, except where required by law.

Orders shipped to the UK or EU

You also have the legal right to cancel within 14 days of receiving your order, for any reason. Items must be returned in the condition you received them, and you pay the return shipping. If you cancel within these 14 days, we'll also refund your original standard shipping.

For processing times, delivery, tracking and order cancellations, see our Shipping Policy.