REFUND, REPLACEMENT, AND RETURN POLICY
Refund Policy
At Luxe-Cart, refunds are issued only in cases where the supplier (Zendrop) is responsible for the issue. Please review the guidelines below to understand when refunds or replacements may apply.
Subscription Products
Refunds for subscription products are not guaranteed.
All requests are reviewed on a case-by-case basis and approved at the sole discretion of Zendrop.
Order Refunds & Replacements
Refunds or replacements for physical products are available only when the issue is caused by Zendrop, such as delivery failures, damaged items, or incorrect or missing products. The following conditions apply:
Order Delays
If an order has no tracking updates, remains in transit, or exceeds the delivery timeframes below, Zendrop may issue a replacement or refund at its discretion:
60 days from shipping (international orders)
45 days (U.S. orders)
110 days (Brazil orders)
Delivered Orders
Orders marked as delivered by the carrier are not eligible for refunds or replacements.
If the package was not received, official non-delivery confirmation from the carrier or postal authority is required.
Damaged Products
If your item arrives damaged, you may qualify for a full refund or replacement.
Must be reported within 30 days of delivery
Photo or video evidence is required
Evidence should clearly show the damage or defect and how it affects product functionality
Incorrect or Missing Items
A full refund or replacement will be issued for incorrect or missing items.
Photo or video evidence is required
Images must show the received item, original packaging, and clearly identify the issue (such as wrong size, color, or product)
Order Cancellations
Orders may be canceled for a full refund only before processing or shipping begins.
Certain items, including print-on-demand or preorder products, cannot be canceled once payment is completed.
Refund Eligibility Window
Refunds or replacements are only available for orders placed within the last 90 days.
Orders older than 90 days are not eligible for refunds, regardless of the issue.
Defective Items
If you receive a defective product:
Capture clear photos or videos showing the defect
Submit the evidence through Zendrop’s support portal
Once verified, Zendrop will offer:
A refund to the original payment method, or
A replacement item (if available)
Returns are generally not required for defective items.
Wrong or Redelivered Items
If an incorrect item is delivered or redelivered:
Provide images of the item and its original packaging
Clearly identify what is incorrect (SKU, size, color, etc.)
Once confirmed, refunds are processed within 5–10 business days to the original payment method
Important Notes
Refunds or replacements are issued only when Zendrop is responsible
Required evidence must be provided for all claims
All eligibility rules and timeframes must be met
Approved refunds are typically processed within 5–10 business days