The following policies apply to the original purchaser or gift recipient and are not transferrable. If you buy a used Zeppelin product, or a product built by a third party from one of our kits, no warranty will apply. If you have problems with a second-hand purchase, we may be able to service it as described below.
KITS are guaranteed to be complete; all components are guaranteed to be functional. If anything is missing from your kit, write to us at info-at-zeppelindesignlabs-dot-com and we will send you replacement parts. Be sure to mention the order number or the kit serial number.
READY-TO-PLAY products are guaranteed free of manufacturing defects for 90 days from ship date. If any defect emerges during the warranty period, contact us at info-at-zeppelindesignlabs-dot-com for return authorization. (Often we can fix a finicky product via email.) If we authorize a return, send us the product properly packaged (you pay postage); we will repair or replace the product and ship it back to you.
KITS – OPENED cannot be returned. If you are not sure you can build the kit, DO NOT OPEN IT! Examine the assembly instructions available from the product page on this web site BEFORE you open the package!
KITS – UNOPENED If you decide to return the unopened kit, ship it back to us (you pay postage) and when it arrives in salable condition we will refund 100% of the product purchase price (which does not include what you paid for shipping; shipping charges cannot be refunded).
READY-TO-PLAY returns: If you are not satisfied with your ready-to-play product for any reason, return it to us in like-new condition (you pay return shippping). We may need to deduct a re-stock fee from your purchase price if your product requires any refurbishment, cleaning, or repackaging. The balance of the purchase price will be refunded. This does not include your original shipping cost, which cannot be refunded.
ORIGINAL OWNER: If you cannot get your kit to work, or if your out-of-warranty pre-built product begins to act up, write to us at info-at-zeppelindesignlabs-dot-com and we will try to help. In some cases we may offer to take a look at your item and spruce it up if you just pay shipping both ways. In cases requiring more significant repair or parts, we may charge a reasonable service fee which we will quote before performing the work.
SECOND-HAND OWNER: If you bought your Zeppelin product used or second hand, or if you bought a product that someone else built from a kit, no warranties apply. If the product proves defective, your issue is with the seller and we will not be able to help you resolve that. If you want us to service the item, pay postage both ways and we will take a look at it. We will quote a reasonable service fee before performing any work. Restrictions caused by the COVID-19 situation mean it may take a long time for us to get to a service request for second-hand items — up to several weeks.