Refund policy

RETURNS AND EXCHANGES POLICY

  1. Dissatisfaction with the product: Within 7 (seven) calendar days from the date of receipt.
  2. Product with defect: Within 30 (thirty) calendar days from the date of receipt.

Please note that the first step for any exchange or return is to contact our Customer Service Center by emailing: suporte@zalzani.com

For the exchange or return to be processed, the product must show no signs of use. The product must be sent directly to our Postal Box. Once we receive the item and confirm that it meets all return conditions, we will proceed with the refund or exchange within 5 (five) business days.

Our team will guide you through the entire product return process.

Return due to dissatisfaction: Once we receive the package, we will analyze the item to confirm it meets the return conditions. After confirmation, our Customer Service team will contact you, and you may choose between:

  1. Exchanging it for any other product available in our stock.
  2. Receiving a refund for the amount paid for the product(s). (We do not refund shipping costs if the delivered product is the correct model and is in perfect condition.)

Warranty: All products in our store have a 30-day warranty, starting from the date of receipt.

To activate the warranty, the customer must send us a video of up to 1 minute clearly showing the problem. The video must also show the original packaging of the product received (the postal/mail packaging with the shipping label). Showing the packaging in the video is mandatory.

Alternatively, the customer may send photos that clearly show the defect, with the product packaging visible in the image.

Important note: Zalzani does not provide any technical assistance or repair services and has no authorized technical support. For any questions, please contact our team. We will be happy to provide all the necessary support.

FREQUENTLY ASKED QUESTIONS

I requested an exchange. How long will it take to receive my new product? Once the return of the product is confirmed at our Distribution Center, we will analyze its condition. If everything is in order, the new product will be shipped within 5 (five) business days.

In cases of exchange or return due to Dissatisfaction, Wrong Size, or Product Mismatch, we will perform a quality inspection. If there are signs of use, the item will be returned to the sender without prior notice.

In cases of exchange or return due to a Product Defect, we will perform a quality inspection. If there are signs of misuse, the item will be returned to the sender without prior notice.

I requested a return. When will I be refunded?

  • If the payment method was a bank slip (boleto), the refund may be issued as store credit for future purchases. If you prefer not to receive store credit, we will refund the amount via a virtual account on PagSeguro or Mercado Pago. (You can create a free account to receive the refund.)
  • If the payment was made by credit card, the refund may be issued as store credit or as a chargeback to your credit card. Please note that credit card companies usually take 30 to 60 days to process the chargeback on your statement.

If you have any further questions, we are available through our Customer Service channels.

Best regards, Zalzani Team