Refund Policy

Refund Policy – Zozuna

At Zozuna, we place great importance on customer satisfaction. This policy outlines the conditions under which a refund may be granted.

---

1. Refund Eligibility

A refund may be granted in the following cases:

• A product returned in accordance with our return policy

• A product received defective or damaged

• A product that does not match the order

• A package confirmed as lost by the shipping carrier

All requests must comply with the deadlines and conditions outlined below.

---

2. Request Timeframe

All refund requests must be submitted within 14 days of receiving the order.

For defective or damaged products, the request must be made within 48 hours of receipt, with photos provided as proof.

---

3. Refund Procedure

Before any refund can be processed, you must contact our customer service at:
📧 contact@zozuna.com

Please provide:

• Your order number

• The reason for the request

• Photos or videos if necessary

No refund will be processed without prior approval from our team.

---

4. Refund Conditions

• Products must be returned new, unused, and in their original packaging.

• Products that are used, damaged after receipt, or incomplete are not refundable.

• For hygiene reasons, certain personal care products cannot be refunded if they have been used.

---

5. Refund-Related Costs

Return shipping costs are the responsibility of the customer, except in cases of our error or a defective product.

Original shipping costs are non-refundable.

---

6. Refund Processing

Once the return has been received and inspected:

• You will be notified by email of the approval or rejection of the refund.

• If approved, the refund will be processed within 7 to 14 business days.

• The refund will be issued using the original payment method.

---

7. Partial Refunds

Partial refunds may be granted in certain cases:

• Product returned with signs of use

• Missing or damaged packaging

• Missing accessories

The refunded amount will be adjusted accordingly.

---

8. Promotional Products

Items purchased on promotion or during special offers are non-refundable, except in the case of a confirmed defect.

---

9. Order Cancellation

Orders can only be canceled if they have not yet been shipped.

Once an order has been shipped, cancellation is no longer possible.

---

10. Contact

For any questions regarding our refund policy, please contact us at:
📧 contact@zozuna.com