Refund Policy

At Zenluxi, we are committed to providing high-quality products and excellent customer service. If you are not completely satisfied with your purchase, you may be eligible for a refund under the conditions outlined below.

1. Eligibility for Refunds

You may request a refund in the following cases:

1.Order Not Received

  • If your order has not arrived within the estimated delivery time, you may be eligible for a refund.
  • Please note that delivery times may be affected by factors beyond our control, such as customs clearance, natural disasters, or incorrect shipping addresses provided by the customer.

2. Defective, Damaged, or Incorrect Items

  • If you receive a damaged, defective, or incorrect item, you must contact us within 7 days of delivery at support@zenluxi.com with:
    • Your order number
    • Clear photos or videos showing the issue
  • After verification, we will issue a full refund or send a replacement at no additional cost.

3. Order Cancellation

  • Orders can be canceled for a full refund within 12 hours of purchase, provided they have not been processed or shipped.
  • After 12 hours, cancellations may not be possible.

2. How to Request a Refund

To request a refund, follow these steps:

  1. Contact Us: Send an email to support@zenluxi.com with the subject line: "Refund Request – [Your Order Number]".
  2. Provide Required Information:
    • Order number
    • Reason for the refund request
    • Supporting evidence (e.g., photos/videos if applicable)
  3. Await Confirmation: Our team will review your request within 2 business days and notify you if your refund is approved or rejected.

3. Refund Process & Timeline

  • Approved refunds will be processed to your original payment method within 5-10 business days.
  • You will receive an email confirmation once your refund has been issued.

What If You Haven’t Received Your Refund?

If your refund has been approved but you haven’t received it yet:

  1. Check Your Bank Account – It may take a few business days for the refund to appear.
  2. Contact Your Payment Provider – Some banks or credit card companies may take longer to process refunds.
  3. Reach Out to Us – If you have done the above steps and still haven’t received your refund after 10 business days, contact us at support@zenluxi.com.

4. Return of Items for Refund

  • In some cases, we may require you to return the item before processing a refund. If required, we will provide return instructions.
  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
  • We recommend using a trackable shipping method to ensure safe delivery of your return.

5. Non-Refundable Cases

Refunds will not be issued in the following cases:

  • Change of mind after the order has been processed.
  • Items returned without prior approval.
  • Orders with incorrect shipping addresses provided by the customer.
  • Refund requests made beyond the eligible timeframe (e.g., reporting a damaged item after 7 days).

6. Contact Us

For any refund-related inquiries, please contact us at: 📧 support@zenluxi.com