Refund policy

Return & Refund Policy

At Zenvia, customer satisfaction is our top priority. If you are not completely happy with your purchase, we are here to help. Please read our Return & Refund Policy carefully before requesting a return or refund.

Eligibility for Returns

  • You can request a return within 7 days of receiving your order.

  • The item must be unused, unworn, and in its original condition.

  • The product must be returned with its original packaging, tags, and accessories.

  • A valid order number or proof of purchase is required for all return requests.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Personal care and hygiene products that have been opened or used.

  • Customized or personalized products.

  • Clearance, sale, or discounted items (unless they arrive damaged or defective).

  • Gift cards and digital products.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product:

  • Contact us within 48 hours of delivery.

  • Share clear photos or videos of the product and packaging.

  • Our support team will review your request and provide the best possible solution.

Refund Process

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed within 5–10 business days.

  • Refunds will be issued using the original payment method whenever possible.

  • Shipping charges are non-refundable unless the return is due to our mistake.

Exchange Policy

  • We only replace items that are damaged, defective, or incorrectly shipped.

  • Exchanges are subject to product availability.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.

  • We recommend using a trackable shipping service to ensure safe delivery of your return.

Order Cancellation

  • Orders can be cancelled before they are shipped.

  • Once an order has been dispatched, it cannot be cancelled.

Contact Us

If you have any questions about our Return & Refund Policy or need assistance with a return, please contact our customer support team. We are always happy to help and will do our best to resolve your concern as quickly as possible.