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✅ ZENVIA — Return & Refund Policy

At ZENVIA, your satisfaction is our priority. If something isn’t quite right, we’re here to help.
Please read our Return & Refund Policy carefully before making a purchase.

📦 1. Return Eligibility

We accept returns on most items within 7–14 days of delivery (you can choose the exact number based on your preference; recommended = 14 days).

To qualify for a return, items must be:

  • Unworn and unused

  • In original packaging

  • With all tags attached

  • Clean, undamaged, and without any perfume, stains, or wear

❗ 2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Lingerie

  • Swimwear

  • Bodysuits

  • Sale / Clearance items

  • Accessories (in some cases)

Please make sure to order your correct size — we’re always here to help if you need guidance.

🔁 3. Exchanges

We currently do not offer direct exchanges.
If you want a different size or item, you can:

  1. Return the product,

  2. And place a new order on the website.

💰 4. Refunds

Once we receive and inspect your return, we will notify you about approval or rejection of your refund.

If approved, your refund will be processed to your:

  • Original payment method (credit/debit card, etc.)

  • Please allow 5–10 business days for the refund to appear

Shipping fees are non-refundable.

🚚 5. Return Shipping

Return shipping costs are the customer’s responsibility unless:

  • The item arrived damaged

  • You received the wrong product

  • Or the product was defective

In such rare cases, we will cover the return cost or provide a replacement at no extra charge.

🛒 6. Order Cancellation

Orders can be cancelled within 6 hours of purchase, as long as they have not been processed or shipped.

✉️ 7. How to Start a Return

Please contact us at:
📩 [your support email — e.g., support@zenvia.com]
Provide:

  • Order number

  • Item name

  • Reason for return

  • Photos (if the product is damaged or incorrect)

Our team will guide you through the next steps.

❤️ 8. Customer Support

We are committed to providing high-quality service and fast support.
If you have any questions, feel free to reach out anytime.