Refund policy

Our Vendor Zendrop's Policies

 

Refunds

Zendrop issues refunds only when we're at fault. Here's what qualifies:

Order refund policy

Refunds or replacements for physical product orders are available only when Zendrop is at fault (e.g., delivery failure, damaged product, missing or incorrect items) and must follow the conditions below:

 

a. Order delays

  • If an order shows no tracking information, remains pending or in transit, or expires beyond:

    • 60 days from the shipping date (global)

    • 45 days (U.S. orders)

    • 110 days (Brazil orders)
      Zendrop will, at its discretion, resend the product or issue a refund.

b. Delivered orders

  • Refunds/replacements will not be processed if tracking indicates the order was delivered.

  • If the package was not received, a non-delivery certification from the carrier/postal authority is required.

c. Damaged products

  • A full refund or replacement will be issued if items arrive damaged.

  • Must be reported within 30 days of delivery with valid photo or video evidence of the product submitted to Zendrop.

    • Evidence should include a short video or image demonstrating the defect (e.g., the product failing to function properly), along with clear proof of the impact on item functionality.

    • If the packaging is damaged but the product itself is intact and functioning, we can't process a refund. Refunds only apply when the product arrives damaged or broken.

d. Incorrect or missing products

  • A full refund or replacement will be issued for incorrect or missing items.

  • Requires photo or video evidence within the applicable timeframe.

    • Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g., incorrect SKU, size, or color).

e. Order Cancellation

  • A full refund is available if the order is canceled before processing or shipping.

  • Certain products (e.g., Print-on-Demand or preorder inventory) cannot be canceled once payment is made.

f. Refund eligibility window

  • Refunds/replacements are only possible if payment was made within 90 days prior to the refund request.

  • Any order older than 90 days is automatically ineligible, regardless of the reason.