Exchange, Return, and Refund Policy – Zeni StoreHours: Monday to Saturday, 10:00 AM to 7:00 PM

Email: suporte@lojazeni.com.br

1. Introduction

Zeni Store is committed to providing a safe, transparent, and satisfactory shopping experience for its customers. This policy is aligned with the Consumer Protection Code (CDC) and Google Merchant Center guidelines, detailing rights, deadlines, and procedures for exchanges, returns, and refunds.

2. General Conditions

For a successful exchange or return, the customer must retain the invoice, original packaging, and all accessories that came with the product.

3. Exchange and Return Situations
3.1 Purchase Regret

The customer may cancel the purchase within 7 calendar days of receiving the product, as provided for in the Consumer Protection Code (CDC).

Procedures:

Request a return via email or phone;

Send the product in its original, unused condition, with all items and packaging;

After analyzing the product, the refund will be processed.

Refund deadline: up to 7 business days after receipt.

3.2 Product with Manufacturing Defects

If a defect is identified within 7 calendar days of receipt, the customer may request an exchange.

Procedures:

Send photos or videos of the defect for evaluation;

After approval, receive instructions for shipping the product;

Exchange or refund after review.

Deadline for completion: up to 7 business days after receiving the product.

3.3 Product Damaged in Transit

The customer must report any visible damage within 48 hours of receipt.

Procedures:

Send photos of the damaged product and packaging;

After review, an exchange or refund will be issued.

Deadline for completion: up to 7 business days after approval.

3.4 Incorrect Product

If the product received is different from the one ordered, the customer must notify us within 7 calendar days.

Procedures:

Send photos of the item and packaging for review;

Resend the correct product at no cost to the customer.

Deadline for completion: up to 7 business days after approval.

3.5 Missing Item in Order

If any item in the order is missing, the customer must notify us within 7 calendar days.

Procedures:

Report via contact;

Missing item shipped or corresponding refund.

Completion time: up to 7 business days.

3.6 Undelivered Product

If the order is not delivered within the specified timeframe, the customer must contact the customer service center for tracking.

Procedures:

Provide the order number;

The team will verify with the shipping company;

Corrective measures will be taken.

Average response time: up to 7 business days.

3.7 Purchase Cancellation (Before Shipping)

Orders not shipped may be canceled for a full refund.

Procedures:

Request cancellation by providing the order number;

Immediate order processing;

Refund according to the payment method.

Refund time: up to 7 business days.

4. General Rules for Exchanges and Returns

Packaging: Must be complete and original.

Product Condition: We accept new or perfect condition products, with or without defects.

Shipping Costs: For returns due to regret, the customer is responsible for the shipping cost; for defects or errors, Loja Zeni covers the costs.

5. Refunds

Refunds will be made using the same payment method used for the purchase. For credit cards, the refund may take up to 7 business days to reflect on the invoice, depending on the provider.