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Refund policy

Effective Date: 2026-03-01

1. Overview


At Outdoor Luxe Zen, owned and operated by Dude Thomas Holdings LLC, we stand behind the quality of our products. This policy explains when and how returns and refunds are accepted for purchases made through outdoorluxezen.com.

Summary

  • Region: United States
  • Return window: 30 days total, but damage must be reported within 48 hours of delivery
  • Return eligibility: Accepts returns for both defective and non-defective products if they meet policy conditions
  • Return shipping: Customer is responsible for return shipping costs unless the item is defective or damaged on arrival.
  • Restocking fee: 25% of the product price for approved returns
  • Refund processing time is 7 days after inspection and approval

2. Contact Information

To start a return or report damage, contact our customer service team:

Hours: Monday to Friday, 9 AM to 5 PM EST

3. Eligibility for Returns

Returns are accepted under the following conditions:

  • The item arrived damaged, defective, or incorrect
  • The customer wishes to return a new item within the policy window
  • The damage or issue was reported within 48 hours of delivery
  • The product is returned within 30 days of delivery
  • The item is unused and includes all original packaging and accessories

Items must be in new condition. Used or installed products cannot be returned unless defective upon arrival.

4. Reporting Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery. Include:

  • Your order number
  • Photos clearly showing the damage or issue
  • A brief description of the problem

We will review the information and, if approved, provide instructions and a prepaid return label.

5. Return Shipping and Fees

For defective, damaged, or incorrect items, we will provide a prepaid return shipping label. For non-defective returns, the customer is responsible for return shipping costs. Please ship the item within 7 days after approval.

Restocking Fee: All returned items are subject to a 25% restocking fee based on the product price. This amount will be deducted from your refund total. No restocking fee applies to returns of defective, damaged, or incorrect items, or to exchanges for the same item.

If you send an item back without using the provided label, we may not reimburse you for shipping costs.

6. Refunds and Replacements

  • After receiving and inspecting your returned item, we will confirm whether a refund or replacement applies
  • Refunds are issued to the original payment method within 7 business days after approval
  • If you prefer, we can send a replacement item instead of a refund

7. Exchanges

We accept exchanges for both defective and non-defective products as long as they meet the return conditions. Replacement items are shipped once the returned item is received and approved.

8. Non-Returnable Items

We cannot accept returns for:

  • Items reported after 48 hours of delivery
  • Items damaged due to misuse or neglect
  • Personalized, custom-made, or perishable goods
  • Gift cards and downloadable digital items

Missing items must be reported within 7 days of delivery. Please contact us with your order number and item details. See our Shipping Policy for full details.

9. Cancellations

  • Orders may be canceled for a full refund if requested before the order has been picked up by a carrier. Given our same-day processing for orders placed before 2:00 PM EST, we recommend contacting us immediately at support@outdoorluxezen.com or 1-386-753-3396.
  • Once shipped, cancellations are not possible. You must follow the return process outlined above.

10. Legal Rights

This policy does not affect your rights under U.S. consumer protection law.

11. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from Outdoor Luxe Zen, owned and operated by Dude Thomas Holdings LLC, you agree to this Return and Refund Policy.

support@outdoorluxezen.com
1-386-753-3396
609 Rum Runner Way, Saint Johns, FL 32259, United States