Returns Policy

1. Who this policy applies to

This policy applies to online purchases made from ZAKA through https://zaka.pt by consumers in Portugal and the European Union.

Legal name

ZAKA Portugal

Registered address

Not provided

NIF / VAT

Not provided

Returns email

info@zaka.pt

Phone

Not provided

2. Your 14-day right of withdrawal

If you are a consumer, you normally have 14 days from the day you, or a person nominated by you, receives the goods to withdraw from the purchase without giving a reason.

To exercise this right, you must tell us clearly before the 14-day period expires, for example by email to info@zaka.pt.

This right may not apply to excluded products listed below or to products excluded under applicable consumer law.

3. Returning goods after withdrawal

After notifying us that you wish to withdraw, you must send the goods back without undue delay and no later than 14 days from the day you informed us.

Returns should be sent to:

4. Customer liability for return packaging, shipping and costs

Unless we agree otherwise in writing or the goods are faulty or non-conforming, you are responsible for return shipping costs, suitable packaging, customs paperwork where relevant, and the risk of loss or damage while the return is in transit.

We recommend using a tracked and insured service and keeping proof of postage until the return and refund are complete.

5. Condition of returned goods

You may inspect goods as you would in a physical shop. You may be liable for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

6. Items that cannot be returned under the withdrawal right

• Goods made to your specifications or clearly personalised.
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery.
• Goods that are liable to deteriorate or expire rapidly.
• Goods that, after delivery, are inseparably mixed with other items.
• Digital content or services where supply/performance has begun with your required consent and acknowledgement.
• None, unless stated on the product page

7. Refunds for withdrawal returns

Where the withdrawal right applies, we will refund eligible payments received from you using the original payment method unless agreed otherwise. We may withhold the refund until we receive the goods back or you provide evidence that you sent them.

8. Exchanges

Exchanges are subject to product availability. If an exchange is not available, we may process a refund or agree another solution with you.

9. Faulty, damaged or non-conforming goods

Your statutory rights are not affected. If goods are faulty, damaged on arrival or do not conform to the contract, contact us promptly with your order number, photos where useful, and a description of the issue.

10. Damaged deliveries

If a parcel appears damaged on delivery, record the issue with the carrier where possible and contact us as soon as reasonably possible.

11. Refused deliveries, wrong addresses and failed delivery attempts

If an order is returned because delivery was refused, the address was incorrect, or delivery attempts failed, we may deduct reasonable shipping or handling costs where permitted by law.

12. International returns

For returns from outside Portugal, you are responsible for any customs forms, duties, taxes or carrier charges unless the return is due to our error or a faulty/non-conforming product.

13. How to start a return

1. Email info@zaka.pt with your order number, name, email address, product details and reason for return.
2. Wait for our return instructions before sending the item back.
3. Pack the item securely and include any return reference we provide.
4. Ship the parcel to using a tracked and insured service.
5. Keep proof of postage and tracking information until your return and refund are complete.

14. Returns sent without authorisation

Returns sent without contacting us first may be delayed or refused where we cannot identify the order or process the return safely.

15. Model withdrawal form

You may use this form, but it is not mandatory.

To: ZAKA Portugal, , info@zaka.pt

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number: ______________________________

Ordered on: ______________________________

Received on: ______________________________

Consumer name: ______________________________

Consumer address: ______________________________

Consumer email: ______________________________

Signature, only if sent on paper: ______________________________

Date: ______________________________

16. Contact

For return questions, contact ZAKA at info@zaka.pt or .

17. Consumer complaints and dispute resolution

You may contact the relevant Portuguese consumer dispute resolution entity. Current store ADR details: Portuguese consumer dispute resolution entity applicable to your location and sector.