Shipping and Returns Policy

PORTUGAL
 Sending and collecting parcels with InPost

We send parcels to mainland Portugal in partnership with InPost. With an extensive network of Pack Points, we guarantee practical, economical and close-to-you delivery!


How Shipping and Collection at Pack Points Work


  1. When the order is shipped, you will receive an email from InPost with the Pack Point closest to the address you indicated at checkout, where you can collect your order when it arrives.
  2. The order will be available for collection at Ponto Pack for 8 days. After this period, if it is not collected, it will be returned to the sender.


Advantages of Delivery at Pack Points


  • Practicality and Economy: Deliveries in Pontos Pack are more economical, allowing you to save up to 40% on shipping costs.

  • Wide Network: InPost has more than 11,000 Pack Points in the Iberian Peninsula, facilitating collection at the location closest to you.

  • Eco-Friendly and Convenient Option: Delivery to Ponto Pack reduces your environmental footprint and provides flexibility to collect at a time that is most convenient for you.

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Other options:

For orders under €60:

Delivery by CTT to your home : Delivery within 1 to 2 working days for €8

Shipping by InPost (Collection Point) : Delivery within 3 to 5 working days for €5,12

For orders equal to or greater than €60:

Delivery by CTT to your home : Delivery within 1 to 2 working days - €8

Shipping by InPost (Collection Point) : Delivery within 3 to 5 working days - FREE

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Frequently Asked Questions:

What is the delivery time for orders?

In mainland Portugal, orders are delivered in
average in 3 business days . For international shipments, the delivery time
varies between 3 to 10 business days , depending on the destination.

Do you need help with shipping or have questions?

We are here to help! Contact our team for more information.

Returns

If, for any reason, the customer or the person who received the order is not satisfied with it, they have the right to return or exchange it within 15 days after the delivery date.
We only accept returns or exchanges if:

  • The item is returned to us within 15 days of the delivery date;
  • The item does not show any signs of use, stains or dirt;
  • The order must be in perfect condition, including all labels, the user manual without any damage, the charger bag and its packaging and any additional extras.

Once the item reaches us, we will proceed to inspect it.

If the item is lost during return shipping, we are not responsible for refunding the item's value. To avoid problems, choose a delivery company with a tracking and tracing service available.

Zenya Care is not responsible for shipping costs in case of return or exchange. For more information, please contact geral@zenyacare.com

The item will not be refunded or exchanged in the following cases:

  • Improper use;
  • Interference by the buyer or a third party;
  • Signs of use or wear caused by the buyer or third parties.

If everything is in good condition, the refund will be made within a maximum period of 15 working days from the date of receipt.

Duties or taxes and shipping charges are non-refundable.

To initiate a return, you must contact us at geral@zenyacare.com

If the return is accepted, we will send you the details for the return, as well as shipping instructions ( items sent back to us without first requesting a return will NOT be accepted).

Unfortunately, we cannot accept returns on sale items or gift cards.

Damage and problems - Try it your order as soon as you receive it and contact us immediately if it is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

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⚠️ ATTENTION:

We will deduct shipping and taxes from your refund if:

  • The order is refused by the customer upon delivery.
  • Delivery is not made due to lack of receipt or collection by the customer.

We'll contact you once we've received and inspected your return, and let you know if your refund is approved or not. If approved, you'll be automatically refunded to your original payment method, within 10 business days. Please note that it may take some time for your bank to process the refund.
If more than 15 business days have passed since we approved your return, please contact us at geral@zenyacare.com

Please note that we will not issue cash refunds.