Refund policy

Last updated: October 19, 2026

Every Zeequa clock is assembled by hand, and we want yours to feel right on your wall. If it doesn't, here is exactly what we do about it. No fine print games.

30-day returns

You can return any clock within 30 days of delivery for a full refund of the product price, no questions asked, as long as it is:

unused and undamaged,
in its original gift box with the wall-mount bracket, anchors, screws and batteries included,
sent back with the return label we provide.

Pre-orders can be cancelled for a full refund any time before they ship. After delivery, the 30-day window applies.

How to start a return

Email hello@zeequa.com with your order number and the reason (optional, but it helps us improve).
We reply within one business day with a prepaid return label (US orders) or return instructions (international orders).
Pack the clock in its original box and inner padding, attach the label, and drop it with the carrier within 7 days.
Once it arrives at our studio and passes a quick check, we refund you within 5 business days to your original payment method. Banks can take a few more days to show it.

Return shipping costs

US orders: return shipping is free if the clock arrived damaged, defective, or not as described. For change-of-mind returns we deduct a flat $18 return-shipping fee from the refund so we can keep offering free outbound shipping over $200.
International orders: return shipping, duties and taxes are the customer's responsibility for change-of-mind returns. If the clock arrived damaged or defective we cover everything.

Damaged or wrong item

Open the box as soon as it arrives. If anything is broken, loose or not what you ordered, send us a photo within 7 days of delivery and we will ship a replacement (or the missing part, such as a candle or lamp) at our cost, usually the same day. You don't need to send the damaged clock back unless we ask.

Exchanges

Want a different edition? Start a return for the first clock and place a new order for the one you'd like; that way the new clock ships immediately rather than waiting for the return to arrive. If you prefer a straight swap, say so in your email and we'll arrange it.

Things we can't take back

Clocks that have been hung and show wall-mount wear, paint chips, or missing miniatures.
Custom or personalised pieces (for example engraved authenticity cards), unless faulty.
Gift cards.

After 30 days

Returns close at 30 days, but our 2-year craftsmanship warranty keeps going. If a shelf loosens, a candle stops flickering, or the clock movement fails within two years of delivery, we repair or replace it free.