Refund policy

Refunds, Replacements & Delivery Issues

We work with multiple international fulfillment partners to offer a wide range of products at competitive prices. Because of this, shipping, return handling, and replacement options may vary slightly depending on the product and supplier.

Our goal is always to provide a fair and transparent resolution for our customers.

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

For all refund, return, replacement, or delivery-related questions, please contact:

Email: hello@zenlumey.com

Processing Time

Orders are typically processed within TBD business days.

 

Estimated Shipping Time

Estimated delivery times are typically TBD business days depending on destination country, customs processing, and shipping carrier performance.

Shipping estimates are not guaranteed and may vary during holidays, peak periods, customs inspections, severe weather events, or other circumstances outside our control.

If your order arrives damaged, defective, or incorrect, please contact us within TBD days of delivery.

To help us resolve the issue quickly, please provide:

• your order number
• clear photos or videos of the issue
• a brief explanation of the problem

Depending on the situation, we may offer:

• a replacement
• a partial refund
• a full refund

Minor cosmetic issues caused by shipping or handling that do not affect the functionality or usability of the product may not qualify for a full refund.

If your order has not arrived within the expected delivery timeframe, or tracking appears inactive for an extended period, please contact us.

Refund or replacement eligibility will be reviewed based on:

• tracking status
• carrier confirmation
• delivery history
• applicable consumer protections

Customers may be asked to contact the local postal carrier before a claim can be finalized.

If tracking shows the package as delivered but the order was not received:

• customers must first contact the local delivery carrier
• additional verification may be required
• supporting documentation may be requested

Claims are reviewed individually.

Customers are responsible for providing complete and accurate shipping information at checkout.

We are unable to guarantee refunds or free replacements for delivery issues caused by:

• incorrect or incomplete addresses
• missing apartment/unit numbers
• incorrect phone numbers
• failure to collect packages
• refusal to accept delivery

If a package is returned or requires redelivery, additional shipping charges may apply.

Due to the nature of international fulfillment and dropshipping logistics, returns are not required in many cases.

In some situations, we may request that an item be returned before issuing a refund or replacement. If a return is required, instructions will be provided by our support team.

Unauthorized returns will not be accepted.

Return eligibility and timelines may vary depending on the product category and fulfillment partner.

Once an order has entered processing, fulfillment, production, or shipment preparation, cancellation may no longer be possible.

Customized, personalized, made-to-order, or special-order products may not be eligible for cancellation once processing begins.

Refund or replacement requests may be denied in situations including, but not limited to:

• ordering the wrong item, size, or variation
• buyer’s remorse or change of mind
• minor variations in color, texture, or appearance
• delays caused by customs procedures
• delays caused by weather, strikes, force majeure events, or carrier disruptions
• packages left unclaimed at pickup points or post offices
• delivery issues caused by incorrect customer information

Refund eligibility will always be reviewed based on the circumstances and applicable consumer protection laws.

Some products ship from international fulfillment centers.

Delivery times may vary depending on:

• destination country
• customs clearance
• local delivery carriers
• seasonal shipping demand

Customers acknowledge that international shipping may occasionally experience delays outside our control.

Import duties, taxes, VAT, customs charges, or handling fees may apply depending on the destination country and local regulations.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

To help prevent fraud and process claims efficiently, customers may be asked to provide:

• photos
• videos
• carrier documentation
• proof of non-delivery
• other supporting information

Failure to provide requested information within the requested timeframe may affect claim eligibility.

Information submitted as part of refund, replacement, or dispute requests will be processed in accordance with our Privacy Policy.

This may include order details, shipping information, photos, videos, and communication records necessary to review and process claims.

We reserve the right to update this policy at any time to reflect operational, legal, or regulatory changes.

The latest version will always be available on our website.