At Zeratta, we are committed to providing a transparent and thoughtful shopping experience.
For eligible orders delivered within the United States, you may request a return within 7 calendar days of delivery.
To qualify for a standard return, items must be unworn, unused, and returned in their original condition, with all original tags and packaging intact. Any product-specific return restrictions will be disclosed where applicable. These conditions do not limit rights that cannot legally be excluded.
We recommend contacting Customer Care before sending any item back so that we can review your request and provide the correct return instructions.
Return Shipping Costs
For eligible returns requested due to a change of mind, personal preference, or an incorrect size or color selected by the customer, return shipping costs are the customer's responsibility, unless applicable law requires otherwise or Zeratta expressly agrees to cover those costs.
If you receive an item that is defective, damaged, materially different from its description, or incorrect due to an error on our part, Zeratta will provide an appropriate remedy, including a replacement or refund where applicable, without additional return-shipping charges to you where required.
We do not charge a restocking fee for approved standard returns.
Return shipping arrangements and any applicable costs will be communicated before the customer is instructed to send an item back.
How to Start a Return
To request a return, contact support@zeratta.com and include:
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Your order number.
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The item you wish to return.
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The reason for your return.
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Photographs, if the item is damaged, defective, or incorrect.
Our Customer Care team will review your request and provide further instructions, including the authorized return destination when applicable.
Please do not send products to a supplier, warehouse, or other address without receiving return instructions from Zeratta.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If an item arrives damaged, defective, or incorrect, contact Customer Care as soon as reasonably possible.
We will review the situation and arrange an appropriate resolution in accordance with applicable consumer protection laws. Depending on the circumstances, this may include a replacement, refund, or another appropriate remedy.
Customers will not be required to pay additional return-shipping costs for errors attributable to Zeratta where applicable.
Exceptions and Non-Returnable Items
Certain products may have specific return restrictions due to their nature, condition, or applicable legal requirements.
Where restrictions apply, they will be disclosed in the relevant product information or purchase terms.
Mandatory consumer rights relating to defective, damaged, incorrect, or non-conforming products remain unaffected.
Exchanges
Zeratta does not currently offer direct exchanges for changes in size, color, or personal preference.
If you prefer a different size or color, please contact Customer Care to request an eligible return. You may then place a new order for your preferred item, subject to availability.
If the original item was damaged, defective, or incorrect due to an error on our part, we will provide an appropriate remedy, including a replacement or refund when applicable.
Your statutory consumer rights remain unaffected.
European Union Returns and Cancellations
Eligible consumers in the European Union generally have the statutory right to withdraw from qualifying online purchases within 14 days after receiving the goods, without providing a reason, subject to applicable legal exceptions.
After notifying us of your decision to withdraw, you generally have a further 14 days to return the goods.
Where the statutory withdrawal right applies, we will refund the eligible purchase amount, including standard outbound delivery charges where required by law, within the applicable legal deadline. We may withhold reimbursement until the returned goods are received or acceptable evidence of return is provided, where legally permitted.
Return shipping costs for a change-of-mind withdrawal are generally the customer's responsibility where this has been properly disclosed and permitted by law.
Nothing in this policy limits mandatory consumer protection rights within the European Union.
United Kingdom Returns and Cancellations
Eligible consumers in the United Kingdom generally have the statutory right to cancel qualifying online purchases within 14 days after receiving the goods, subject to applicable exceptions.
Following a valid cancellation notice, customers generally have a further 14 days to return the goods.
Refunds, including standard outbound delivery charges where required, will be processed within the applicable legal deadlines.
Return shipping costs for change-of-mind cancellations may be the customer's responsibility where permitted by law and properly disclosed.
Nothing in this policy limits mandatory consumer protection rights within the United Kingdom.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. For standard returns outside statutory withdrawal procedures, we aim to process refunds within 10 business days following receipt and inspection of the returned item, or sooner where applicable law requires.
The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.
Previous Orders and Consumer Rights
Orders placed before a change to this policy will remain subject to the return conditions communicated at the time of purchase, together with any applicable legal protections.
Nothing in this policy excludes or restricts statutory rights that cannot legally be limited.
Contact
For returns, refunds, damaged products, incorrect orders, or general assistance, contact:
Zeratta Customer Care
Email: support@zeratta.com
Phone: +55 47 99265-3302
Website: https://zeratta.com