Refund Policy
We offer a generous 30-day return window starting from the date your order is delivered. If you're not completely satisfied with your purchase, you may request a return within this period.
To qualify for a return, items must be:
- Unused and in their original condition
- Complete with original packaging and tags
- Accompanied by valid proof of purchase (such as an invoice or order confirmation)
Important: To be eligible for claims regarding missing or incorrect items, you must provide a clear unboxing video recorded from the moment the sealed package is opened until all contents are fully shown. Without this video, we cannot process claims for missing or incorrect items.
To initiate your return, please contact us at support@zenluxi.com. Once your return is approved, we will send you detailed instructions via email, including the return shipping address.
Please Note: Return shipping costs are the responsibility of the customer.
To ensure a smooth process, include a note with your order number inside the return package and make sure your shipment can be clearly linked to the original order. This helps us process your return without delays.
Over 99% of our customers love their ZenLuxi hats and never need to return - we’re confident you’ll feel the same!
Order Cancellations & Changes
We understand that plans can change. You may request to cancel or modify your order (such as changing a product variant, personalization detail, or shipping address) within 1 hours of placing your order.
Please send your request to support@zenluxi.com within this time window.
Due to our quick fulfillment process, we cannot guarantee changes requested after the 1-hour window. By placing an order, you agree that ZenLuxi is not responsible for any modifications submitted beyond this timeframe.
Damaged or Incorrect Items
Please inspect your items as soon as they arrive. If you receive a damaged, defective, or incorrect item, contact us at support@zenluxi.com within 48 hours of delivery.
Claims made after this period may not be eligible for resolution. Prompt communication helps us ensure fair resolution and prevent fraud.
Items Not Eligible for Return
We do not accept returns for the following categories:
- Personalized or custom-made items
- Gift cards
- Sale or clearance items
- Personal care products (e.g., hat-cleaning solutions)
- Items marked final sale
- Hats that have been worn, washed, or altered
Custom-made or personalized hats (e.g., with embroidery or initials) are final sale unless they arrive damaged or incorrect. These items are created just for you and cannot be restocked.
Exchanges
Want a different style or size? The fastest way is to return the item you have (once approved) and place a new order for your preferred item.
European Union – 14-Day Cooling-Off Period
If your order was shipped to a country in the European Union, you have the legal right to cancel or return your order within 14 days for any reason, as per the EU Consumer Rights Directive.
Returned items must be unused, in their original condition, and include all tags and packaging. Proof of purchase is required.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. If your return is approved, a refund will be issued to your original payment method within 14 business days.
Note: Your bank or credit card provider may take additional time to post the refund to your account.
If it’s been more than 15 business days since your return was approved and you have not received your refund, please reach out to us at support@zenluxi.com.