Refund policy

Return and Refund Policy

Return Window

You have 8 calendar days after receiving your order to request a return. To qualify, the item must be unused, clean, in the same condition received, and in its original packaging with any tags, labels, accessories, and proof of purchase.

How to Request a Return

To request a return, contact us at sales@zeeluxemart.com with your order number, item name, reason for return, and clear photos or videos if the item is damaged, defective, or incorrect.

Do not send items to the address on the shipping package unless we specifically instruct you to do so. Because we use third-party fulfillment partners, the correct return address may vary by product and supplier. Items returned without prior approval will not be accepted.

Return Shipping

For regular returns, customers are responsible for return shipping costs. Original shipping charges are non-refundable unless the return is due to our error, a defective item, or an incorrect item.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, missing parts, or different from what you ordered, contact us within 48 hours of delivery at sales@zeeluxemart.com. Include clear photos or videos of the product, packaging, shipping label, and issue. We will review the claim and coordinate with the supplier or fulfillment partner. If approved, we may offer a replacement, refund, store credit, or another suitable solution.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns for used pet toys or accessories, items with signs of pet use, chewing, scratching, odor, hair, stains, or wear, opened or damaged packaging, missing parts, personalized items, gift cards, clearance items, or final sale items unless defective or incorrect.

Order Cancellations

Orders may be cancelled only if they have not yet been processed, packed, shipped, or submitted to our supplier or fulfillment partner. Please contact us as soon as possible at sales@zeeluxemart.com if you need to request a cancellation.

Exchanges

Direct exchanges may not always be available because products may be fulfilled by different suppliers or warehouses. The fastest option is to request a return, wait for approval, and place a new order for the item you want.

Refunds

After the approved return is received and inspected by the applicable warehouse, supplier, or fulfillment partner, we will notify you whether your refund is approved. If approved, the refund will be issued to your original payment method within 10 business days. Your bank or credit card provider may need additional time to process the refund.

ZEELUXE MART reserves the right to refuse returns that do not meet this policy, including used items, customer-damaged items, items returned without approval, or items sent to the wrong return address.