Refund policy

At Zeluxuri, we strive to provide high-quality products and a hassle-free customer experience. If you receive an item that is damaged or defective, we are committed to resolving the issue promptly.

Eligibility for Returns, Refunds, or Replacements

Zeluxuri does not require customers to return physical products to our warehouse when submitting a valid claim for a damaged or defective item.

If your order arrives damaged or contains a manufacturing defect, you must notify our Customer Support (support@zeluxuri.com) team within 15 days of the delivery date. Once your claim has been reviewed and approved, you may choose to receive either:

  • A full refund to your original payment method or as store credit, or

  • A free replacement of the affected item at no additional cost.

Proof of Damage or Defect

To process your claim, please contact Zeluxuri Support (support@zeluxuri.com) within 15 days of delivery. Your request must include:

  • Clear photographs or a short video that clearly shows the damage or defect.

  • Your order information or the account details used to place the purchase so we can locate your order in our system.

Failure to provide sufficient documentation may delay or prevent approval of your claim.

No Physical Returns Required

For approved claims involving damaged or defective merchandise, customers are not required to return the product to Zeluxuri. Once your claim has been verified, we will process the appropriate resolution without requiring the item to be shipped back.

Zeluxuri's Resolution

Upon approval of your claim, Zeluxuri will provide one of the following remedies based on your preference:

  • A full refund of the purchase price, including any applicable shipping charges, issued to your original payment method or as store credit; or

  • A replacement product shipped to you at no additional cost.

Limitations and Exclusions

To ensure fairness and consistency, the following situations are not eligible for returns, refunds, or replacements:

Buyer's Remorse

Returns, refunds, or replacements will not be approved for reasons including, but not limited to:

  • Changing your mind after placing an order.
  • Personal preference or dissatisfaction unrelated to a product defect.
  • Ordering the incorrect size when accurate sizing information or a size chart was provided before purchase.

Packaging Damage Only

Claims will not be approved when only the external packaging is damaged and the product itself remains undamaged, fully functional, and fit for its intended use.

Delivered Orders

If the shipping carrier's tracking information confirms that an order has been delivered, claims for lost or undelivered packages generally cannot be approved. Exceptions may be considered only if official documentation from the shipping carrier confirms a delivery error, carrier fault, or other verified issue beyond the customer's control.