You may be wondering what exactly the process is for requesting a refund or returning/exchanging a product from Zendrop. This information is useful for both you and your customers. Our goal is to make your order fulfillment process as smooth as possible, so below you’ll find everything you need to know about refunds, returns, and exchanges.
Subscriptions
Zendrop will issue a refund for the most recent subscription charge if:
The refund request is made within 5 days of the charge.
You have not used any order credits to fulfill orders.
Order Credits
For a detailed breakdown of order credits, click here.
Credits received via promotions are non-refundable and non-transferable.
Order credit top-ups are refundable on a case-by-case basis.
Only unused amounts will be considered.
Manually topped-up credits paid via PayPal can only be refunded within 180 days of the original payment. This is a PayPal restriction.
Refunds will be issued back to the original payment method only.
Both Promotional Credits and Topped-Up Credits cannot be transferred between different Zendrop accounts.
Refunds
Consumer Products Innovations (Zendrop) will issue refunds only when the company is at fault. Below are the updated guidelines:
Subscription Products
Refunds for subscription products are not guaranteed.
Refund requests may be considered case by case, solely at the discretion of Consumer Products Innovations (Zendrop).
Order Refund Policy
Refunds or replacements for physical product orders are available only when Zendrop is at fault (e.g., delivery failure, damage, 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 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.
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, its original packaging, and 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.
Detailed Refund Process Scenarios
Defective Items
If you receive a defective product, follow these steps:
Capture images and/or videos displaying the defect clearly (e.g., the product not working).
Submit the evidence via the Zendrop support portal.
Upon verification of the defect, Zendrop will offer:
A refund to the original payment method.
A replacement product, if applicable.
Returns are generally not required; customers may keep defective items.
Wrong Items Delivered or Redelivered
When a wrong item or an incorrect redelivery is received, here are the steps:
Provide an image of the received item and its original packaging.
Indicate what part of the order was incorrect (e.g., SKU, color, or size).
Submit this information through Zendrop's designated channels.
If confirmed, Zendrop processes refunds within 5–10 business days to the original payment method.
Important Notes
Refunds or replacements will only be issued if Zendrop is responsible for the issue.
All required evidence (photos, videos, certifications) must be provided to validate claims.
All exceptions, timeframes, and eligibility requirements above must be met for a refund or replacement to apply.
Refund requests, once validated, are typically processed within 5–10 business days.