Before making starts
A made-to-order piece begins with your approval of the characters. Until you reply yes, you may cancel for a full refund, no question asked.
After making starts
Once the brush or the knife is in, the piece carries your name and cannot be sold to anyone else. Personalized goods are the standard exception to change-of-mind returns, so we do not offer them — and we say so before you pay, not after.
Thirty days from delivery, we make it right
- Damage in transit — broken stone, torn paper, dead chip.
- Characters that differ from the proof you approved, or a spelling we got wrong.
- A companion card that will not play the note you recorded.
Remedy in this order: a free remake first; if a remake is impossible or you would rather be done, a full refund including the original shipping. Where we ask for the piece back, we pay the return shipping and send a prepaid label or reimburse the receipt.
How to start
Email service@mzen.ink with the order number and one photograph. We answer within 2 business days; approved refunds return to the original payment method within 5 business days of the decision.
Return address
Quanzhou Yingtao Network Technology Co., Ltd.
泉州市樱桃网络科技有限公司
No. 48 Longcuo, Qianting Village, Fengwei Town, Quangang District, Quanzhou, Fujian 362802, China
福建省泉州市泉港区峰尾镇前亭村龙厝48号（邮政编码 362802）
If a payment dispute is opened, we answer it with the approval record and the proof card — the same papers you hold.