Refund policy

EXCHANGES AND RETURNS

Zazzi's core value is earning your trust when shopping at our store. To best serve you, we've developed a special Exchange and Return policy just for you!

You can request an exchange or return. exclusively via Email: sac@usezazzi.com within 7 consecutive days after receiving the part. Our business hours are Monday to Friday from 8 am to 5 pm . having a return deadline of up to 72 business hours .

After receiving the return request, a form is sent that the customer needs to fill out. After that, we proceed with the return process. Only the original purchaser should contact our team; contact from anyone other than the purchaser will not be accepted.

The first exchange or return is free With the shipping (postage label) being paid for by us! If, subsequently, you decide to return more items from the same order, a fixed fee of R$45.00 will be charged for each return , which will be deducted from the purchase amount at the time of the refund. We will send you a shipping label for the item, which must be printed, attached to the package, and delivered to the post office nearest to the customer within the specified timeframe.

The reverse postage label has Valid for up to 3 consecutive days. (deadline stipulated by the Post Office) and under no circumstances can a reissue be made in the system.

• Upon receiving the item at our center, it will be evaluated and must be in perfect condition, without any signs of use, misuse, or damage, in order for us to proceed with the exchange or return process. If the item does not meet the requirements, it will be returned to the customer.
• Only unwashed, unused, and odorless products will be accepted;
• Items that have been altered by the customer will not be accepted (examples: hem, cuff adjustment, etc.);
• Check that your item is intact and has the exchange tag attached.
• The product must be intact and the exchange tag attached to the item;
• If the product is defective due to misuse, the refund will not be authorized and the product will be returned to the customer.
• In case of exchange/return, the return and shipment of the new merchandise must be done exclusively via the Post Office.
• In the return process (reverse postage), the customer must MAIL the item at a post office; home collection is not possible.
• We only cover the shipping costs for the first exchange/return. If further exchanges/returns are requested, the customer will be responsible for the shipping costs.

Please do not send your exchange/return to the sender's address on the delivery package. This is not the address of our Exchange and Return Center and will affect the exchange/refund process, potentially canceling it, as it is based on an evaluation of the item. The shipment must be sent exclusively to the address we provided in the email.

RIGHT TO LOSS OF REFUND:

- Offensive remarks directed at any member of our team or the company in a defamatory manner.
- False information. Avoid lies, because if they are discovered, the refund process will not proceed.
Do not go to the post office within 3 days of the return label being sent.
- Making offensive and disrespectful comments or posts on our social media.
- Returning the product in poor condition or showing signs of use.

GENERAL EXCHANGES

All exchange occurrences must be reported within 7 consecutive days From the date of receipt of the order as shown in the tracking information, and shipped until the expiration date of the reverse logistics label.

Zazzi is exempt from fulfilling exchange requests for any product that does not meet these requirements and/or is outside the aforementioned timeframe.

The products must be well packaged to prevent damage during transport, without any signs of tampering or use, and with the shipping label identifying the buyer's name.

PROCEDURES FOR EXCHANGES WITHIN THE CALENDAR DAYS OF DELIVERY:

As mentioned above, exchanges can be requested up to 7 consecutive days After receiving the items, the request must be made via our email: sac@usezazzi.com

The product requested for exchange is subject to stock availability, and the new order will only be shipped after we receive the products to be exchanged.

If the part is not available in our Brazilian warehouse, another order will be placed with our suppliers, and the processing time of 7 business days plus 15 to 25 business days for delivery will apply again.

Zazzi is exempt from fulfilling exchange requests for any product whose defect is due to misuse and/or is outside the exchange request period or the postal service shipping period.

RETURNS AND CANCELLATIONS

Cancellations or returns are understood as situations where the customer requests a refund/reimbursement of amounts paid.

According to the consumer protection code, for purchases made through non-face-to-face sales channels, such as telephone and internet, it is possible to request cancellation within a period of up to 7 consecutive days After delivery. Following this rule and policy, we only process cancellations within this timeframe. After this period , the website automatically disables the option for cancellation or return.

According to the CDC, we still have a deadline of 30 consecutive days to solve the problem. However, as stated above, after the deadline of 7 consecutive days For return requests, only exchanges will be processed, following the procedures previously described.

The request must be made exclusively via our email: sac@usezazzi.com

RIGHT TO LOSS OF REFUND:
- Offensive remarks directed at any member of our team or the company in a defamatory manner.
- False information. Avoid lies, because if they are discovered, the refund process will not proceed.
Do not go to the post office within 3 days of the return label being sent.
- Making offensive and disrespectful comments or posts on our social media.
- Returning the product in poor condition or showing signs of use.

FOR PURCHASES MADE THROUGH PAYMENT METHOD

Bank slip or PIX:

The cancellation/refund request can only be submitted through this channel. You can return the product via our email: sac@usezazzi.com during our business hours. The product to be returned must be sent to our distribution center.

After we receive the product at our center, the refund process can take up to 25 business days via Mercado Pago. The customer will receive an email confirming the refund and providing proof of payment.

FOR PURCHASES MADE THROUGH THE PAYMENT METHOD

CREDIT CARD:

After we receive the product at our center, the refund confirmation process can take up to 25 business days . The refund may appear on the customer's billing statement up to 3 months later. This can occur due to the reconciliation of the customer's billing cycle and the processing time of the card issuer's statement.

The credit to your bill will be processed according to each card issuer's standard procedure. It's important to remember that the refunded amount does not cancel installment charges and is usually credited in a single transaction for the refunded amount, except in cases where the procedure is exclusive and solely the responsibility of the card issuer.