Returns & Exchanges


RETURNS

We find that we have remarkably low return rates and are proud of the quality of products we offer. However, we understand that there may be a case in which you need to return your order and we are more than happy to accommodate returns and exchanges on new and unopened items. 
 

MAY I RETURN MY ORDER?

We are more than happy to accommodate returns on unused products within 30 calendar days of the delivery date for your order. You may return your Luxy Lemon item(s) only if they have been unopened and unused. We reserve the right to refuse an exchange or refund if items are non-saleable as indicated on their respective product pages.

 

HOW DO I MAKE A RETURN?

To an initiate a return, please contact us first by email at support@zenelephants.com. Contact must be made within 30 calendar days of receiving your order to be eligible for a return/refund. We will then provide our return shipping address where return packages will be inspected to qualify for a return. All products must be shipped back unopened, in original packaging and condition or a return will not be issued. 

We are not responsible for lost return packages through the post, so we advise that all returns and exchanges are sent to our facility, tracked. 

 

DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN?

You are responsible for all return shipping costs. Exchange items will be shipped at no additional cost. We are not responsible for any lost return packages so we advise that all returns and exchanges are sent back to our facility, tracked. Please obtain proof of postage and hold onto the tracking number for reference. 

*Original shipping charges are non-refundable and will be deducted from the refund. Return shipping costs are not reimbursed.

 

WHEN WILL I RECEIVE MY REFUND?

Once your return has been accepted, a refund will be issued to your original payment method. You will receive an email notifying you of the refund and should receive the funds back into your account up to 14 business days later, depending on your bank's processing times. Please email us after this time if you still do not see the amount returned. 

 

EXCHANGES

 

DO YOU HAVE AN EXCHANGE POLICY?

We understand that picking the right product might be a bit difficult when choosing from a computer screen, so we are happy to exchange your unopened product for something else you want! 

 

MAY I EXCHANGE MY ORDER?

We are more than happy to accommodate an exchange of products that have NOT been opened or used, excluding items that are final sale, or products from our sale section.

 

HOW CAN I EXCHANGE MY PRODUCT FOR SOMETHING ELSE?

To an initiate a return, please contact us first by email at support@zenelephants.com. Contact must be made within 48 hours of receiving your order to be eligible. We will then provide our return shipping address where return packages will be inspected and received to start the exchange process. All products must be shipped back unopened, in original packaging and condition or an exchange cannot be issued. 


We are not responsible for lost return packages through the post, so we advise that all returns and exchanges are sent to our facility, tracked.

 

DO I HAVE TO PAY FOR THE SHIPPING OF MY EXCHANGE?

You are responsible for all return shipping costs. Exchange items will be shipped with an additional cost (standard shipping cost). We are not responsible for any lost return packages so we advise that all returns and exchanges are sent back to our facility, tracked. Please obtain proof of postage and hold onto the tracking number for reference. 

*Original shipping charges are non-refundable and will be deducted from the refund. Return shipping costs are not reimbursed.

 

WHEN WILL I RECEIVE MY EXCHANGE?

Once the returned item(s) has been successfully returned to our facility, we will start processing the reshipment of the new item. You will receive a new order confirmation and shipping notification to follow the progress of your exchanged order. 

 

Questions? 
Happy to help at support@zenelephants.com :)