Returns and right of withdrawal

Last updated: 23 October 2026

Buying online should feel as easy as buying in the shop. If you change your mind, you have 14 days to cancel your purchase, with no need to tell us why.

Your right of withdrawal

You can cancel your purchase within 14 days without giving any reason, as set out in Decree-Law 24/2014. The period starts on the day you, or someone you nominate, receive the items.

How to withdraw

There are two ways:

• Use the "Withdraw from this order" button on your order page. This is the simplest way.
• Or send us a clear statement by email to info@zaka.pt, with your name and order number.

All that matters is that your decision reaches us before the 14 days are up.

How to send items back

After telling us you are withdrawing, you have 14 days to send the items back.

• Where to return: Zaka, Ria Shopping, Av. D. João VI 100, 8700-136 Olhão. You can post them or hand them in at the shop, every day from 10:00 to 22:00.
• Return postage: you pay it. Handing items in at our shop costs nothing.

Your refund

We refund you within 14 days of your decision to withdraw, including the delivery cost you paid. We use the same payment method you used to buy.

We may hold the refund until we receive the items back, or until you show us you have sent them, whichever comes first.

Excluded items

For hygiene reasons, you cannot withdraw from buying sealed items that have been opened after delivery: pet food and treats, cat litter and personal care items. If the seal is unbroken, you can return them like any other item.

Faulty items

This is different from changing your mind. Every item has the 3-year legal guarantee of conformity from delivery, under Decree-Law 84/2021.

If an item is faulty or not as described, write to us at info@zaka.pt with your order number and, if you can, a photo. Under the law, you may be entitled to have the item repaired or replaced, to a price reduction, or to end the contract.

If you are not happy

Please talk to us first, by email to info@zaka.pt. You can also use the Livro de Reclamações Eletrónico (the official online complaints book) or contact CIMAAL, Centro de Informação, Mediação e Arbitragem de Conflitos de Consumo do Algarve: www.consumoalgarve.pt.