Refund policy
Refund Policy
Last updated: April 4, 2026
At Zenvia, customer satisfaction is important to us. Please read our Refund Policy carefully before making a purchase.
By placing an order with us, you agree to the terms below.
1. Returns
We accept returns within 30 days of delivery, provided that the item:
Is unused and in its original condition
Is returned in its original packaging (if applicable)
Is accompanied by proof of purchase or order confirmation
2. Non-Returnable Items
The following items may not be eligible for return or refund unless they arrive damaged or defective:
Used items
Opened or altered products
Personalized or custom-made items
Final sale or clearance items
Gift cards
Certain personal care, hygiene, or consumable products once opened (if applicable)
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery at:
Support@buyzenvia.com
Please include:
Your order number
A brief description of the issue
Clear photos or videos of the item and packaging
If approved, we may offer:
A replacement
A refund
Store credit
Another appropriate resolution
4. Return Process
To request a return, please contact us at:
Support@buyzenvia.com
Please do not send items back without first contacting us and receiving return instructions.
5. Return Shipping Costs
Unless the return is due to our error (such as a defective or incorrect item), customers are generally responsible for:
Return shipping costs
Packaging costs
Any customs or import fees associated with the return
Original shipping charges are generally non-refundable, unless otherwise required by law.
6. Refunds
Once we receive and inspect your returned item, we will notify you regarding the status of your refund.
If approved, your refund will be issued to your original payment method.
Please note:
Refund processing times may vary depending on your payment provider or bank
It may take 5–10 business days for the refund to appear in your account
7. Partial Refunds
Partial refunds may be granted in certain cases, such as:
Items returned in a condition different from how they were received
Items missing parts or packaging
Items showing signs of use
8. Order Cancellations
Orders may only be canceled if they have not yet been processed or shipped.
If you need to cancel an order, contact us as soon as possible at:
Support@buyzenvia.com
Once an order has been shipped, it may no longer be eligible for cancellation and may instead fall under our return policy.
9. Incorrect Shipping Information
Customers are responsible for providing accurate shipping information at checkout.
We are not responsible for delays, lost packages, or additional charges caused by:
Incorrect addresses
Unclaimed packages
Refused deliveries
If a package is returned to us due to incorrect details or refusal, additional shipping fees may apply for reshipment.
10. Chargebacks and Payment Disputes
If you have any issue with your order, we strongly encourage you to contact us first at:
Support@buyzenvia.com
We are committed to resolving customer concerns fairly and quickly.
11. Contact Us
For return, refund, replacement, or cancellation inquiries, contact:
Zenvia
Email: Support@buyzenvia.com