Refund policy

RETURNS AND EXCHANGES

You have 14 calendar days from the delivery date of your order to request an exchange or a return.

The product must be returned in perfect condition, with no signs of use, and with all its original tags, security seals, accessories, and packaging.

RETURNS

You can request a return using our digital form or by writing to info@zahati.com, indicating your name, order number, the product you wish to return, and your preferred return method.

We would also appreciate it if you could let us know the reason for the return, as this information helps us improve our products and services.

Mainland Spain and Balearic Islands

You can choose between the following options:

  • Collection managed by Zahati: This service costs €7, which will be deducted from your refund amount.
  • Shipping on your own: You may use any transport company of your choice. Shipping costs and the responsibility for the package until its delivery to Zahati will be borne by the customer.
  • Recommendation: We recommend using a tracked service. Packages sent to post offices or Correos drop-off points may take longer to be received and processed, as they are not collected daily.

International Returns

(Includes the Canary Islands, Ceuta, and Melilla) Zahati can also manage the collection for international returns, including those from the Canary Islands, Ceuta, and Melilla.

  • The cost will depend on the destination and the package specifications, and it will be communicated to the customer via email beforehand. This amount will be deducted from the refund.
  • The customer must follow the instructions provided by Zahati and ensure the package is properly packed and ready for collection.
  • Any potential taxes, duties, import charges, or customs clearance costs arising from the return will be borne by the customer. If Zahati is required to pay any of these amounts to receive the package, it may be deducted from the final refund.

PACKAGING

All products must be returned properly protected.

  • Products delivered in a box must be returned inside an additional, sturdy outer cardboard box. The product’s original commercial box, hat box, bag, or packaging cannot be used directly as shipping packaging or have courier labels attached to it.
  • If you no longer have the original outer box, you must obtain another suitable cardboard box before making the return.
  • Due to the nature of our products, returns in bags, envelopes, or soft packaging will not be accepted.
  • If the product is damaged or deformed due to inadequate packaging, a corresponding reduction in value may be applied.

REFUNDS

Once the return is received and inspected, we will issue a refund using the same payment method used for the purchase.

The following may be deducted from the refund amount:

  • The cost of collection.
  • Failed collection attempts attributable to the customer.
  • Any potential customs duties.
  • The reduction in value caused by use, excessive handling, or inadequate packaging.

Once the refund has been issued by Zahati, the amount usually takes between 5 and 10 business days to appear in your account, depending on Shopify, the payment method, and your banking institution.

EXCHANGES

  • The first exchange for size, color, or model is free of charge for orders delivered in Mainland Spain and the Balearic Islands.
  • You can request it via our digital form or by writing to info@zahati.com. The exchange will be subject to availability.
  • If the new product has a higher price, the difference must be paid. If it has a lower price, the corresponding difference will be refunded.
  • Subsequent exchanges, as well as international exchanges, are not free of charge. Zahati will communicate the cost via email beforehand.

DEFECTIVE OR INCORRECT PRODUCTS

If you receive a defective product or an item different from the one ordered, you must report it as soon as possible to info@zahati.com, attaching photographs of both the product and the packaging.

Once the issue is verified, Zahati will cover all necessary expenses to resolve it.

REASONS FOR REFUSAL OR REFUND REDUCTION

A return may be rejected, or the refund amount reduced, if:

  • It is requested outside the established timeframe.
  • The tag or security seal has been removed or tampered with.
  • The product shows signs of use, stains, odors, deformations, or damage.
  • It does not include its original tags, accessories, or packaging.
  • It has suffered damage due to inadequate packaging.
  • It is a customized or personalized product, unless it is defective.

If the return cannot be accepted, the product will remain available at Zahati's facilities for 14 calendar days for the customer to arrange its collection.

CLAIMS AND COMPLAINTS

You can submit any complaint or claim via:

Email: info@zahati.com

Postal Address: Mizara Team, S.L. Avda. Arquitecte Antoni Gilabert, 9-11, pta. 8 03750 Pedreguer, Alicante Spain