Refund policy

At Empório Zem, we are committed to providing you with an exceptional shopping experience. We carefully select high-quality products to ensure your satisfaction. However, we understand that there may be times when your expectations are not met. To enhance your shopping experience, we offer the following return and refund policy:

1. RIGHT OF WITHDRAWAL

Under EU law, you have the right to withdraw from your purchase within 14 calendar days without giving any reason. The withdrawal period will expire 14 days from the day you receive the product.

2. RETURN PROCEDURE

To exercise your right of withdrawal, please contact us via email at help@emporiozem.com. We will provide instructions on how to return the product.

3. DEFECTIVE PRODUCTS OR ORDER ERRORS

If you receive a defective product (e.g., clearly broken and unusable) or if:

  • The product received is different from what was ordered.
  • The size received does not match the size ordered.

You are entitled to a replacement product or a full refund. We will cover the return shipping costs for defective products or order errors.

4. PRODUCT DOES NOT MEET EXPECTATIONS

For cases where:

  • The product does not meet your expectations (e.g., size, color, or material).

We may offer a partial refund of up to 25% of the product’s value. Return shipping costs will be your responsibility in these cases.

5. CONDITIONS FOR RETURNS OR EXCHANGES

  • Refund or exchange requests must be submitted via email to help@emporiozem.com.
  • Requests for refunds or exchanges will not be accepted after 14 calendar days from the date of receipt.
  • Return shipping costs are the customer’s responsibility unless the product is defective or an error occurred.
  • Refunds will be processed within 14 days of receiving the returned product or proof of return.
  • Refunds will be issued to the original payment method used for the purchase.
  • Products purchased during sales or with special promotional codes may not be eligible for returns or exchanges.
  • Items must be returned in their original packaging and in a condition suitable for resale.
  • Refund can take between 12 to 20 days to be reflected on your statement

6. BUYER PROTECTION

If your product is not delivered within 60 days of the expected delivery date, you are entitled to a full refund.

7. CONTACT US

For any questions regarding our refund policy or to request a return or exchange, please contact us via email at help@emporiozem.com.