Refund and Returns Policy

Effective Date: December 31, 2024

At Zenvia, we want you to be fully satisfied with your purchase. If for any reason you are not completely happy with your order, we offer a clear and straightforward refund and returns policy.

1. Eligibility for Returns

You are eligible to return products within 30 days from the date of purchase. To be eligible for a return, the following conditions must be met:

  • The product must be in its original condition, unused, and unworn.
  • The product must be in its original packaging with all tags, labels, and accessories included.
  • You must have the proof of purchase, such as an order confirmation email or receipt.

2. How to Initiate a Return

If you wish to return an item, please follow these steps:

  1. Contact our customer service team at info@zenvia.site or call us at (757) 245-6312 to request a return authorization.
  2. Provide the order number, a description of the item, and the reason for the return.
  3. Once your return is authorized, we will provide you with a return shipping label and instructions for sending the item back to us.

3. Return Shipping Costs

Unless the return is due to an error on our part (e.g., receiving a defective or incorrect item), you are responsible for the return shipping costs. If you are using our return shipping label, the cost of return shipping will be deducted from your refund.

4. Refund Process

Once we receive and inspect your returned item, we will process your refund. If your return is approved, we will issue a refund to the original payment method. Refunds typically take 7-10 business days to be processed and reflected in your account.

Please note that shipping fees are non-refundable, and the refund will only cover the price of the product.

5. Exchanges

If you wish to exchange an item for a different size, color, or model, you can initiate a return and place a new order. Unfortunately, we do not offer direct exchanges, and the returned item must be returned according to our return policy.

6. Non-Returnable Items

Some items are not eligible for return or refund, including:

  • Gift cards
  • Personalized or custom-made items
  • Products that have been opened or used, unless defective

7. Damaged or Defective Items

If you receive an item that is defective, damaged, or incorrect, please contact us immediately at info@zenvia.site. We will arrange for a replacement or refund, and the return shipping costs will be covered by us.

8. Sale Items

Only regular-priced items can be refunded. Unfortunately, sale items are final and cannot be returned or refunded.

9. Order Cancellations

You may cancel your order before it is shipped. If your order has already been processed or shipped, it cannot be canceled, but you may return the item according to our returns policy.

10. Refunds to Original Payment Method

Refunds will be issued to the same payment method that was used for the original purchase. Please note that it may take several business days for your bank or credit card company to process and post the refund.

11. Changes to This Policy

We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page, and the “Effective Date” at the top of the page will be updated accordingly.

12. Contact Us

If you have any questions about our Refund and Returns Policy or need assistance with a return, please contact us: