Refund Policy
We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.
1. Return Window
You have 14 days from the date you receive your item to request a return.
Requests made after this period cannot be accepted.
2. Return Eligibility
To be eligible for a return, your item must be:
- In the same condition you received it — unworn and unused
- With all original tags attached and in its original packaging
- Complete, including any accessories included with the item
- Accompanied by your order number or proof of purchase
Items sent back to us without a previously approved return request will not be accepted or refunded.
3. How to Start a Return
All returns must be authorised by us before you ship anything back.
- Email us at contact@zaprada.com with your order number and the reason for the return. If the item is damaged, defective or incorrect, attach photos of the product and its packaging.
- Our team will review your request and respond within 24 hours with the approval and full instructions on how to send your package.
- Ship the item back following those instructions and send us the tracking number.
- Once the item arrives and is inspected, we will confirm the outcome by email.
4. Return Address
Approved returns must be sent to:
Travessa Carlos Ponte, 610
Bairro Fátima
Russas – Ceará
Postal code 62906-096
Brazil
Please do not ship to any other address. Returns sent elsewhere cannot be processed or refunded.
5. Return Shipping Costs
- Defective, damaged or incorrect items: the return is fully covered by us. If a physical return is required, we will send you a prepaid return shipping label at no cost to you.
- All other returns (change of mind, wrong size ordered, no longer needed): return shipping is the responsibility of the customer. We recommend using a tracked shipping method, as we cannot process refunds for returns lost in transit. The original shipping fee paid at checkout is non-refundable.
There are no restocking fees on any return.
6. Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If the item is defective, damaged, or not what you ordered, contact us at contact@zaprada.com within 14 days of delivery and include:
- Your order number
- Clear photos showing the defect or damage
- A photo of the original packaging
In most cases photos are enough to resolve the issue, with no need to send the item back. Once confirmed, you choose the outcome: a free replacement or a full refund, including the shipping you paid. If we do require the item to be returned, we will provide a prepaid return label at no cost to you.
You are never charged for a return caused by a fault on our side.
7. Exchanges
We offer free exchanges when there is a problem with the size or with the product itself. Contact us with your order number and we will arrange the exchange at no cost to you.
For exchanges for any other reason, the fastest route is to request a return for the original item and place a new order for the item you want, since we cannot reserve stock while a return is in transit.
8. European Union and United Kingdom — 14-Day Right of Withdrawal
If your order is shipped to a country within the European Union or to the United Kingdom, you have the statutory right to cancel or return your order within 14 days of receiving it, for any reason and without giving a justification. This right applies to all items, including those bought on sale or during a promotion.
To exercise this right, notify us at contact@zaprada.com within those 14 days. You then have a further 14 days to return the item to the address above.
The item must be returned in the same condition you received it, unworn and unused, with tags and original packaging. The direct cost of returning the item is borne by the customer, except where the item is defective, damaged or incorrect.
Refunds under this right are issued within 14 days of our receipt of the returned item, or of proof that it has been sent, using your original payment method.
9. Australia and New Zealand
Nothing in this policy limits the consumer guarantees that apply to you under Australian Consumer Law or the New Zealand Consumer Guarantees Act. If an item is faulty, not as described, or does not do what it is supposed to do, you remain entitled to a repair, replacement or refund under those laws.
10. Non-Returnable Items
The following cannot be returned or refunded:
- Gift cards
- Custom or personalized products, including special orders
- Personal care and beauty products, and any item that cannot be returned for hygiene or safety reasons once opened or its seal is broken
- Perishable goods (such as food, flowers or plants)
- Hazardous materials, flammable liquids and gases
- Items returned without their original packaging or tags
- Items damaged by misuse, improper handling or normal wear after use
If you have questions about a specific item, please get in touch before requesting a return.
11. Refunds
Once we receive and inspect your returned item, we will notify you of the approval status.
If approved, your refund will be issued automatically to your original payment method within 10 business days.
Please note that your bank or credit card company may need additional time to post the refund to your account.
Import duties, customs charges or local taxes paid to your local authorities are not refundable by us. If applicable, these must be claimed directly from your customs office.
If more than 15 business days have passed since your refund was approved and you still haven't received it, contact us at contact@zaprada.com and we will investigate immediately.
12. Order Cancellations
Orders can be cancelled free of charge within 12 hours of purchase, and remain cancellable at any time before dispatch — contact us as soon as possible.
After dispatch, cancellation is no longer possible and the order must follow the return process described above.
13. Contact
contact@zaprada.com
We respond to all messages within 24 hours.