Return and Refund Policy

Our product exchange policy is designed to provide customers with complete confidence in the products purchased from our store. All of our products come with a warranty against manufacturing defects. We also process exchanges for products that were delivered differently from what the customer ordered.

How to Request an Exchange

If you receive a product from us with a manufacturing defect or one that differs from what you ordered, please follow the steps below to request an exchange:

If more than 7 business days have passed and the product shows a defect or flaw, please contact us and provide your CPF number, order number, the product to be returned, and the defect identified.

Once we receive your email, we will forward your request to our quality department for verification. Authorization from this department will be required before a possible exchange can be made. After the analysis, we will contact you with the result and inform you if an exchange will be necessary.

Resolution Options

1. Your claim will be reviewed within 7 business days. Once the issue is confirmed, we will contact you via email and you may choose one of the following options:

• Receive a refund of the amount paid.
• Receive a new product identical to the one ordered.
• Receive a product of equivalent value.
• Receive a store credit voucher for future purchases.

Right of Withdrawal (CDC)

According to the Consumer Defense Code (CDC), online purchase cancellations must be requested within 7 calendar days from the date of receipt.

Refunds and Processing Times

For credit card refunds, our finance department has up to 7 business days to process the request with the credit card operator. The refund may take up to 120 days to appear on your card statement, depending on your billing cycle and the card issuer’s policies.

If a bank transfer refund is necessary, it will be issued to a checking account within 10 business days after the quality review and can only be processed to an account under the same CPF used for the purchase.

Returns Without Prior Authorization

Products returned without prior notice, outside the deadline, missing items or documentation, or without the label or invoice will be sent back to the customer. The same applies to exchanges that are denied after inspection by our quality department. These will be returned to the customer via Cash-on-Delivery Sedex, and the return shipping cost must be paid by the customer.

Shipping Costs

Important: Zayra Beauty is not responsible for shipping costs related to returns for refunds, chargebacks, or exchanges for other products. These expenses are the customer’s responsibility.