Refund and Exchange Policy

Refund and Exchange Policy

Dear customer,

We are constantly improving our Customer Support based on the suggestions you provide. Please review the key guidelines of our Customer Service Policy:

Item Condition: If any part of your PRODUCT is damaged or does not meet the expected quality, please send us an image of your product. Our Quality team will analyze the issue and may send you a replacement. To be eligible for a new shipment, your item must be unused and in the same condition as received, including the original packaging.

Cancellation Policy: If you wish to cancel or modify your order, please contact us within 24 hours of placing the order at suporte@zoopapet.com. We cannot process cancellation requests after 24 hours as the package will have already been shipped. We process orders quickly for timely delivery, and changes cannot be made after warehouse processing.

Refund Policy: If the received product is damaged, different from the request, or has delivery issues, inform us! Please send an email to suporte@zoopapet.com or contact us through our Fanpage or Instagram. We will assess each case individually and inform you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will be automatically applied to your credit card or original payment method within a specified timeframe.

Late or Missing Refunds (if applicable): If you haven't received a refund, check your bank account and contact your credit card company. It may take some time for the refund to be officially posted. If you've followed these steps and haven't received the refund, contact us at zoopapetstore@gmail.com.

Customer Support: Our customer contact channel is:

• Email: suporte@zoopapet.com
• A customer service representative will respond to your inquiry within 48 hours.

• Privacy Statement
• SECTION 1 - WHAT WE DO WITH YOUR INFORMATION? When you make a purchase in our store, we collect the personal information you provide during the buying and selling process, such as name, address, and email. While browsing our store, we automatically receive your computer's IP address to gather information about your browser and operating system. Email Marketing (if applicable): With your permission, we may send emails about our store, new products, and other updates.
• SECTION 2 - CONSENT By providing personal information to complete a transaction, verify your credit card, place an order, arrange delivery, or return a purchase, you agree to the collection and use of this information for the specific purpose. If we ask for personal information for a secondary reason, we will request your express consent or provide an opportunity to refuse. How to withdraw my consent? If you change your mind after accepting, you can withdraw your consent for us to contact, collect, or use your information at any time by contacting us at suporte@zoopapet.com.
• SECTION 3 - DISCLOSURE We may disclose your personal information if required by law or if it violates our Terms of Service.
• SECTION 5 - THIRD-PARTY SERVICES Third-party providers used by us will collect, use, and disclose your information only to the extent necessary to perform the services they provide. We recommend reading the privacy policies of these providers to understand how they handle your personal information. When you proceed with a transaction involving the services of a third-party provider, your information may be subject to the laws of the jurisdiction where that service provider is located. Exiting our site or being redirected to a third-party site or application will no longer be governed by this Privacy Policy or our site's Terms of Service. Links: Clicking on links in our store may redirect you outside our site. We are not responsible for the privacy practices of other sites.
• SECTION 6 - SECURITY We take reasonable precautions to protect your personal information and follow industry best practices to prevent loss, misuse, unauthorized access, disclosure, alteration, or improper destruction. Your credit card information will be encrypted using Secure Socket Layer (SSL) technology and stored with AES-256 encryption.
• SECTION 8 - AGE OF CONSENT By using this site, you declare that you are at least the age of majority in your state or province of residence or have given consent to allow your minor dependents to use this site.
• SECTION 9 - CHANGES TO THIS PRIVACY POLICY We reserve the right to modify this privacy policy at any time. Changes will take effect immediately upon publication on the site. Material changes will be notified for you to be aware of the information collected, used, and disclosed. If our store is acquired or merged with another company, your information may be transferred to the new owners to continue selling products to you.
• QUESTIONS AND CONTACT INFORMATION For access, correction, alteration, or deletion of personal information, to file a complaint, or obtain more information, please contact our Director of Privacy Compliance at suporte@zoopapet.com.