Refund policy

Return and Refund Policy

Last updated: September 8, 2025

At Zaafem, customer satisfaction is our top priority. If you need to return a product or request a refund, please carefully review this policy to understand how we can assist you.

1. General Conditions

• Returns and refund requests must be made within 30 days of receiving the product.
• To be eligible, the item must:
  • Be unused.
  • Be in its original packaging.
  • Include all tags and accessories intact.
• Customized products or final sale items are not eligible for returns unless defective.

2. Product Returns

2.1 Accepted reasons for returns:

• Product with manufacturing defects or damage.
• Product different from what was ordered (wrong model, color, size, etc.).

2.2 Return procedure:

1. Send an email to [customer.service@zaafem.com] with the following information:
   • Order number.
   • Reason for the return.
   • Photos or videos of the product, if applicable.
2. After review and approval, we will send you return shipping instructions.
   • Shipping costs: Return shipping costs are the customer’s responsibility, except in cases where Zaafem is at fault (wrong or defective product).

2.3 Return conditions:

• Products returned that do not meet the conditions above may be refused and sent back to the customer without a refund.

3. Refund Policy

3.1 When will a refund be issued?

• A refund will be issued in the following cases:
  • Returned product is received and inspected and meets the eligible return conditions.
  • Canceled orders before shipping.

3.2 How are refunds processed?

3.3 Partial refunds:

• Items returned with signs of use or missing original components may qualify for a partial refund, at Zaafem's discretion.

4. Non-Eligible Products

The following items are not eligible for returns or refunds (unless defective):

• Customized or made-to-order products.
• Items marked as "Final Sale".
• Gift Cards.

5. Items Lost or Damaged

If a product arrives damaged or is not delivered:

• Contact us within 7 days of the expected delivery date by emailing [customer.service@zaafem.com], including photos of the item and packaging.
• We will review your case and provide either a replacement or full refund at no extra cost to you.

6. Order Cancellations

You may request an order cancellation before it is shipped.

• Orders canceled prior to shipping will be fully refunded.
• If the order has already been shipped, the Return Policy outlined above will apply.

7. Contact Us

If you have any questions or need assistance with an order, please get in touch with our customer support team:

• Email: [customer.service@zaafem.com]
• Support Hours: Monday to Friday, 9:00 AM to 6:00 PM (Brasília Time).

Thank you for choosing Zaafem!
Our goal is to ensure every purchase is satisfactory, and any issues are resolved promptly.