At Zenvia Cosmetics, we want you to be satisfied with your purchase. If you wish to return an item, the following conditions apply:
For approved returns, we provide a return shipping label. The cost of return shipping will be deducted from the refunded amount.
Where possible, please reuse the original packaging to ensure the product(s) are adequately protected during transit. Customers are responsible for ensuring that returned items are securely packaged. Damage caused by inadequate packaging during return transit may result in a reduced refund or refusal of the return.
HOW TO RETURN
Request a return from your account or notify us of your intention to return the product within the 14-day period by contacting us at contact@zenviacosmetics.com. Include the following details in your email:
Upon receiving your return request, we will provide a return shipping label along with further instructions. Refunds for approved returns will be processed within 14 days of receiving your package. The cost of return shipping will be deducted from the refunded amount.
If we are unable to accept your return (e.g., the product does not meet the stated conditions), we will notify you via email. Returns sent without prior approval or that do not meet the stated conditions will not be eligible for a refund.
FIRST BOTTLE GUARANTEE
At Zenvia Cosmetics, your satisfaction is our priority. We stand behind the quality and effectiveness of our products, and we want you to feel confident trying them. That’s why we offer the First Bottle Guarantee:
If you’ve used your first bottle completely and haven’t noticed a difference in your scalp or hair, such as improved scalp comfort, hair strength, or overall texture, we’ll refund your purchase.
NOTE: We deeply value integrity and trust in all our interactions. While we're committed to your satisfaction, fraudulent or abusive refund requests will not be honored and may result in denial of future purchases or legal action if necessary. Such actions undermine the spirit of fairness and respect for all our customers.
To be eligible for a refund:
We reserve the right to deny refunds that do not meet the stated conditions or appear to be fraudulent. Our policy exists to build trust, not to be taken advantage of.
HOW TO REQUEST A REFUND
To initiate a refund request, simply contact us at contact@zenviacosmetics.com within 60 days of receiving your order with the following information:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment. Please allow 2-3 business days for your financial institution to post the refund.
Failure to collect an order from a carrier’s pick-up point is not considered a return or an exercise of the statutory right of withdrawal.
If an order is returned to us due to non-collection, we will notify the customer and provide instructions on how to proceed. The customer may choose to:
Refunds for uncollected shipments will exclude the original shipping cost and any return handling fees charged by the carrier.
If no response is received within 7 days of our notification, a refund will be processed automatically under these conditions.
We value your feedback and strive to ensure your satisfaction with our products. If you have any questions or concerns, please don't hesitate to reach out to us at contact@zenviacosmetics.com. Your feedback helps us improve and serve you better.
(All personal data, including photos provided for refund request, will be handled securely and in compliance with the General Data Protection Regulation (GDPR). For more details, please see our Privacy Policy.)
