Return and Refund Policy
Return and Refund Policy
We want you to be fully satisfied with your purchase. If something is not right with your order, this page explains exactly how returns, exchanges and refunds work at Valestia.
1. Return Window
You have 14 days from the date you receive your item to request a return. Requests submitted after this period cannot be accepted.
2. Eligibility Requirements
To be eligible for a return, your item must be:
- In the same condition in which you received it — unworn and unused;
- With all original tags still attached;
- In its original packaging, complete with any accessories included;
- Accompanied by your receipt or proof of purchase (your order number is sufficient).
Items that show signs of use, wear, washing, alteration or damage caused after delivery are not eligible for a refund.
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 customer service team will review your request and send you a return form with full instructions.
- 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 of your request by email.
Items sent back to us without a return being requested and approved first will not be accepted.
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. Who Pays for Return Shipping
- Defective, damaged or incorrect items: we cover the full cost of the return. We will send you a prepaid return shipping label together with the instructions, at no cost to you.
- All other returns (change of mind, size, no longer wanted): the cost of return shipping is the customer's responsibility. Original shipping fees are not refundable.
We strongly recommend using a tracked shipping service for returns you pay for yourself. We cannot issue a refund for a return package that is lost in transit and cannot be traced.
6. Damages and Issues
Please inspect your order as soon as it arrives. If the item is defective, damaged in transit, or you have received the wrong product, contact us immediately at contact@zaprada.com with photos so we can evaluate the issue and make it right.
Depending on your preference and stock availability, we will either replace the item free of charge or issue a full refund, including shipping costs. 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.
For exchanges for any other reason, the fastest route is to return the item you have and place a separate order for the item you want, since we cannot reserve stock while a return is in transit.
8. Order Cancellation
You may cancel your order free of charge at any time before it has been dispatched. Email us as soon as possible at contact@zaprada.com. Once the order has left our facility it can no longer be cancelled, and must be handled as a return under this policy.
9. Non-Returnable Items
Certain items cannot be returned:
- Perishable goods (such as food, flowers or plants);
- Custom or personalised products (special orders, personalised items);
- Personal care and beauty goods, and any item that cannot be returned for hygiene or safety reasons once opened or its seal is broken;
- Hazardous materials, flammable liquids and gases;
- Gift cards.
If you are unsure whether your item qualifies, contact us before requesting a return and we will confirm.
10. European Union — 14 Day Right of Withdrawal
If your order is shipped to a country within the European Union, 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.
To exercise this right, notify us at contact@zaprada.com within that period. The item must be returned in the same condition in which you received it — unworn, unused, with tags and in its original packaging — together with your receipt or proof of purchase. The direct cost of returning the goods is borne by the consumer, except where the item is defective, damaged or incorrect.
Once we have received the returned item, or proof that it has been sent, we will refund the amount paid within 14 days.
11. Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved.
Approved refunds are issued automatically to your original payment method within 10 business days. Please bear in mind that your bank or credit card company may need additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your return and you have not received the refund, contact us at contact@zaprada.com and we will investigate it with our payment provider.
12. Contact
For any question about returns, exchanges or refunds:
Email: contact@zaprada.com
Our team responds to all enquiries within 24 to 48 hours on business days.