How to exchange ZenShop items?

There are different ways to exchange a product that you bought at ZenShop. For those who prefer direct contact, we have our physical stores. There, our specialized consultants can help you make the exchange. Use the store locator on our website to find the ZenShop store closest to you.

However, if you choose to exchange your items online, we have streamlined the process into several steps that you can follow:

First, look for the "Help" menu on the right in the middle of our website's screen. Then, click on "Request your exchange". This will redirect you to http://zenshop.com.br.

Here, you should enter your order number (numbers only) and the email used for registration. Then, select the items that you wish to exchange or return and tell us the reason for the exchange/refund. After making the request, you will receive a protocol number and more information.

There are a few things to remember:

• If you request an exchange voucher, it will be provided after we receive and analyze the returning item.
• If your return/exchange does not match what you requested, the items will be returned to you.
• The refund process or re-validation of the exchange voucher will only begin after we receive the items back and they pass our quality team's analysis (this can take up to 7 business days).

How to return or exchange a product?

When you request your exchange online, you can choose from three methods: exchanging at a physical store, by mail, or at a Kangu collection point.

If you choose to return the item to a physical store, you'll select your favorite store and receive instructions by email on how to proceed.

If you want to use the postal service, we will send a free posting code to your email and an SMS to your registered phone number. Just take the product to a post office and show the code to make the return.

A Kangu collection point is a third option available. Using your postal code, you can find the collection point closest to your product's delivery address. After selecting the collection point, you'll receive an email with a QR code and all the instructions on how to proceed.

But remember, products purchased in our physical stores cannot be exchanged on the website. In this case, you should return to the store where you made the purchase or any other ZenShop store to make the exchange.

Furthermore, we don't directly exchange one product for another. Instead, we provide an exchange voucher that can be used to purchase another item. Or, if you prefer, you can cancel and refund your purchase, according to the original payment method used.

Lastly, please note that we don't process exchanges or cancellations for products purchased from Multibrand stores.

How to use the Exchange Voucher

The exchange voucher is a type of "credit" that can be used to entirely or partially pay for a product. If the purchase value is higher than the voucher's value, you can supplement the payment with PIX, credit card, or cash back bonus.

The exchange voucher is valid for 1 year from the moment you receive it by email. You can use it until its balance runs out. Notably, the remaining "change" will remain on the same exchange voucher for future use.

We hope these simplified instructions make the exchange or return process easier and more intuitive for you. We're always here to help if you have more questions or concerns.