Refund policy
Refund and Return Policy
Zenvia Beauty™
Last updated: September 8, 2026
At Zenvia Beauty, customer satisfaction is important to us. This policy explains when products may be returned, how refunds are processed, and what to do if an order arrives damaged, defective, incorrect, delayed, or lost.
15-Day Return Period
You may request a return within 15 calendar days after receiving your order.
To qualify for a return, the product must:
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Be unused, unworn, and in its original condition
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Be unopened where a hygiene or safety seal applies
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Be returned in its original packaging
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Include all accessories, components, manuals, and promotional items
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Include proof of purchase or the applicable order number
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Not be identified as a non-returnable or final-sale product, except where required by applicable law
Products that do not meet these requirements may not be accepted.
How to Request a Return
Before sending a product back, email:
Include the following information:
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Your full name
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Your order number
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The product you want to return
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The reason for the return
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Photographs if the product is damaged, defective, or incorrect
If the return is approved, we will provide return instructions and the applicable return address.
Do not send products back without receiving return authorization. Unauthorized returns may not be accepted or processed.
After receiving return authorization, you must ship the product within 7 calendar days. We recommend using a trackable shipping service and retaining your shipping receipt.
Return Shipping Costs
Customers are responsible for return shipping costs for change-of-mind returns, ordering the wrong product, or providing an incorrect shipping address.
Zenvia Beauty will cover reasonable return shipping costs when the product:
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Arrived damaged
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Was defective upon delivery
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Was different from the product ordered
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Was sent because of an error by Zenvia Beauty
Original shipping charges are non-refundable unless the return resulted from our error or applicable law requires otherwise.
Zenvia Beauty is not responsible for customer returns that are lost or damaged while being shipped back to us. Using a trackable and insured return service is recommended.
Non-Returnable Products
For hygiene, health, and safety reasons, the following products generally cannot be returned after they have been opened, unsealed, used, or tested:
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Cosmetics and makeup
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Skincare products
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Haircare products
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Personal-care products
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Beauty tools that have touched the hair, skin, eyes, mouth, or body
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Products with broken hygiene or safety seals
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Gift cards
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Personalized or customized products
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Clearance and final-sale products
A final-sale or hygiene restriction does not remove any legal rights you may have when a product arrives damaged, defective, incorrect, or materially different from its description.
Damaged, Defective, or Incorrect Products
Inspect your order as soon as it arrives.
If a product arrives damaged, defective, or incorrect, contact us within 48 hours after delivery at:
Please include:
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Your order number
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A description of the problem
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Clear photographs of the product
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Clear photographs of the shipping packaging
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A photograph of the shipping label, when available
After reviewing the claim, we may offer an appropriate replacement, refund, or store credit. The available resolution will depend on the circumstances and applicable consumer-protection laws.
Do not dispose of a damaged or incorrect product until we confirm that it is no longer needed for inspection or return.
Refund Processing
After an authorized return is delivered, we will inspect the product and notify you whether the refund has been approved or declined.
If approved:
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The refund will normally be issued to the original payment method.
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Eligible refunds include the approved product price and applicable taxes.
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Original shipping charges are not refundable unless the return resulted from our error or applicable law requires otherwise.
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Please allow 5–10 business days for the refund to appear after it has been issued.
Banks, card issuers, and payment providers may require additional processing time. Zenvia Beauty cannot control processing delays after a refund has been submitted to the payment provider.
If more than 10 business days have passed since we confirmed that your refund was issued, contact your bank or payment provider first. You may then contact us at zenviabeauty@outlook.com for further assistance.
Partial Refunds
In appropriate circumstances, a partial refund may be offered when:
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A product is returned with missing accessories or components
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The original packaging is missing or materially damaged
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The product shows handling or use beyond what is reasonably necessary to inspect it
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The product is returned in a condition different from the condition in which it was delivered
Partial refunds will be assessed fairly and in accordance with applicable law.
Order Cancellations
You may request an order cancellation within 12 hours after purchase by emailing:
Include your order number and write “Cancellation Request” in the subject line.
Cancellation is not guaranteed because order processing may begin immediately. If an order has already been processed, submitted for fulfillment, or shipped, it cannot be canceled and must follow the applicable return procedure.
If we successfully cancel the order before shipment, the refund will be issued to the original payment method.
Exchanges
We do not currently process direct exchanges.
If you want a different product, size, color, or variation, request a return for the original product if it is eligible. After the return is approved, you may place a separate order for the preferred product.
Availability of a replacement product is not guaranteed.
Lost or Delayed Packages
Delivery dates are estimates and may be affected by carrier delays, customs processing, severe weather, holidays, address problems, or other circumstances outside our reasonable control.
If tracking shows that your package is significantly delayed or appears lost, contact:
Include your order number and tracking number. We will investigate the shipment with the carrier and provide an appropriate resolution.
If we cannot ship your order within the timeframe promised at purchase, we will notify you and provide the option to accept the delay or cancel the affected order for a full refund.
A package is not considered lost merely because it arrives later than the estimated delivery date. Lost-package claims are subject to carrier investigation.
Packages Marked as Delivered
If tracking shows “delivered” but you cannot locate the package:
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Confirm that the shipping address on your order is correct.
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Check with household members, neighbors, reception desks, mailrooms, and other secure delivery areas.
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Allow up to 48 hours because some carriers mark packages as delivered shortly before final delivery.
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Contact the shipping carrier using the tracking number.
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Email us if the package remains missing.
We will assist with a carrier investigation where appropriate. The available resolution will depend on the investigation results and applicable law.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned because the customer supplied an incorrect or incomplete address, the customer may be responsible for:
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The original shipping charge
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Return-to-sender charges
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Additional shipping costs required to resend the order
Any refundable balance will be calculated after applicable carrier charges have been deducted, except where prohibited by law.
Refused and Unclaimed Deliveries
If a customer refuses delivery or fails to collect a package, the order may be returned to the sender.
Any refund will be reviewed after the returned package is received and inspected. Original shipping, return-to-sender, customs, or carrier charges may be deducted where permitted by law.
Non-refundable or hygiene-sensitive products may remain ineligible for a refund if delivery was refused without a qualifying reason.
International Orders, Customs, and Duties
Customers are responsible for customs duties, import taxes, brokerage fees, and similar charges unless otherwise stated during checkout.
Refusing an international shipment because of customs charges does not automatically qualify the order for a full refund. Any refund will be assessed after the product is returned, subject to applicable shipping, customs, return, and processing costs permitted by law.
Zenvia Beauty is not responsible for customs-processing delays.
Chargebacks and Payment Disputes
Please contact us before opening a chargeback or payment dispute so we have an opportunity to resolve the issue.
This section does not prevent you from exercising any rights available through your bank, card issuer, payment provider, or applicable law.
Consumer Rights
Nothing in this policy excludes, limits, or replaces any non-waivable rights or remedies available under applicable consumer-protection law.
Where local law provides a longer cancellation period, additional warranty rights, free remedies for defective products, or other mandatory protections, those legal requirements will apply.
Policy Changes
We may update this policy periodically to reflect operational, legal, or regulatory changes. The version posted on this page at the time of purchase will generally apply to that order unless applicable law requires otherwise.
Contact Us
For questions about a return, refund, cancellation, or delivery issue, contact:
Zenvia Beauty Customer Support
Email: zenviabeauty@outlook.com
Please include your order number whenever contacting us about an existing purchase.