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=Cancellation of purchase within 7 calendar days=
Every customer has a period of 7 calendar days, counting from the date of receipt of the product, according to the Post Office, to cancel the purchase made at Zoo Company without having to explain the reasons for doing so.

This period begins on the date the product is received by the consumer. If the withdrawal period ends on a non-working day, it will be automatically extended to the next working day.

The withdrawal of the purchase must be communicated via email to contato@zoocompany.com.br. If the consumer does not communicate the withdrawal to Zoo Company within 7 (seven) calendar days, the withdrawal will be refused and the product will be returned to the same address as the sender, with the shipping cost being the responsibility of the consumer, noting that before sending the product back to Zoo Company, the customer must contact the company.

In case of return due to withdrawal, the product must be in perfect condition and its original packaging must be properly sealed. If there are any defects, damages, scratches of any nature that disqualifies it as a new product, the return will be refused.

ATTENTION: Products that do not meet the conditions required above will not be accepted as returns and will automatically be sent back to the original address. Under these conditions, Zoo Company reserves the right to charge a new shipping fee.

Refund of amounts: Credit card: The refund may occur in up to 2 subsequent invoices as determined by the card operator. Debit card, PIX or Boleto: The refund will be made by bank transfer to the customer's account.

ATTENTION: Refunds will only be processed after receipt and analysis of the condition of the product(s) at our Distribution Center. The product must not show any signs of use.


=Exchange for new product (without defects)=
Zoo Company believes so much in its product that we allow the customer to exchange their product if the size is not as expected within 7 (seven) calendar days after receipt, according to the rules below:

You may choose another item or size according to the stock available in our online store, noting that all charges for any exchange will be the responsibility of the customer. Zoo Company reserves the right to charge shipping and other postage fees to the requesting consumer.

The choice of a new product must be limited to the value of the original merchandise, so that, if there is a difference, payment for this must be made in accordance with the options available on the website. The customer must indicate, via email, the new item chosen and the item to be exchanged. The new item will be sent to the customer's residence, after confirmation of payment of shipping and any charges generated by the difference in value.

=Packaging delivered with damage (24h)=
Zoo Company does its best to send all orders to our customers in perfect condition, however, if the consumer receives a product with an open or damaged box, we ask that you contact us within 24 hours (twenty-four hours), so that we can contact the responsible carrier for investigation.

All orders must be checked in their entirety upon receipt, and contact must be made via WhatsApp or via email contato@zoocompany.com.br, since, after this period, the warranty will only be effective if the product presents a manufacturing defect.

After the return, all products will be evaluated and if no defect is identified or they are not complete according to the conditions above, they will be returned to the customers, with the shipping cost being the responsibility of the consumer.

ATTENTION: Zoo Company reserves the right to resend another product only when the one whose packaging was delivered damaged is returned, as a technical evaluation will be necessary.


=Product does not match the order=
If you receive a product that is different from the one you purchased, you may choose to replace it, as long as the conditions below are met:

If you detect a discrepancy between the product purchased and the product received, you will have 7 calendar days to contact our Customer Service Center, via WhatsApp or email, with a brief description of what happened.

Requests after this deadline will not be accepted.

The exchange will only be made after receipt and analysis of the returned product(s), and, if approved, the customer will receive the replacement product at the original address, at no additional cost.

If the same model is not in stock, the customer will be notified and will be able to choose another model to exchange from the options available on the website, respecting the credit limit. If there is a price difference between the chosen product and the product claimed, the customer must arrange payment or reimbursement.

If any discrepancy is found, such as the lack of difference between the product purchased and the product delivered to the customer, signs of use of the item sent or missing items, Zoo Company will not be responsible for the exchange and may resend the product identified as divergent by the customer without prior consultation.

Return of non-compliant product: the merchandise must be returned via post or carrier, with prior notice sent by email to the Customer Service Center, in the original packaging and with all original items included.

ATTENTION: the customer must send the 1st copy of the purchase invoice together with the product in disagreement, in addition to a brief description, in writing, of the alleged disagreement to which the complaint refers.

ATTENTION: Products sent outside the specifications above will not be accepted for defect analysis and will automatically be returned to the sender. Average completion time: 10 business days after receipt at our distribution center.