Return policy

HOW DO I RETURN AN ORDER?

If you are not satisfied with your purchase and wish to return an item, please contact us via email donzapas@gmail.com, indicating the order number and the reason for your return. Please note that you have a period of 14 days from receipt  of your order to make the returnAfter this time, your product will not be accepted for return.

(According to the  Article 44 of Law 7/1996 of January 15 on the regulation of retail trade, modified by Law 47/2002 of December 19)

If you decide to return an order, you will be responsible for the shipping costs.

Our customer service team will review the return request and send instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals, and documentation. Returned items must be unused, in the same condition as we sent them to you, and in their original packaging. Stains, bent cards, broken seals, or torn plastic sheets will not be accepted. If the condition of the product sent back to us is not in an acceptable condition, we reserve the right to not return or exchange it. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, and products damaged due to customer mishandling.  Don Zapas reserves the right to deny any return.

WHAT DO I DO IF THE PRODUCT I RECEIVED IS DAMAGED OR INCORRECT?

Please contact our customer service team via email donzapas@gmail.com para start the return process. Please include the following information:

• Order Number
• Proof of Purchase
• Video or photo of the product to be returned (if applicable) • Complete shipping address
• Phone number

In some cases, you may be asked to include a video or photo of the defective product as proof in order to refund or replace the product.

HOW LONG DOES THIS PROCESS TAKE?

Processing of returns may take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges.

WHEN WILL I RECEIVE MY PURCHASE VOUCHER?

All refunds will be credited with a purchase voucher for the same amount as the order to be returned.

Once your order has been received, our quality team will review it to ensure that it is in its original condition. After this process, you will receive an email with the purchase voucher.

This voucher will be valid for 12 months.

HOW CAN I CHANGE OR CANCEL AN ORDER?

We allow you to modify the details of an order or cancel it within 12 hours of purchase. To do so, access our customer service center and create a query, providing the information we request. Select the type of query that best suits your case so that our agents can assist you as quickly as possible.

Please note that after 12-24 hours, our products have already been packed and are ready for shipping, so we will not be able to change the details of your order.