Returns Policy

RETURNS POLICY

IMPORTANT: at Zarek (NEXUS DIGITAL LTDA) we do not offer free returns. In case of return, fees will apply.

Can I return my order?

Yes. If you are not satisfied with the items received, you can request a return within 30 days following delivery.

For a return to be accepted, the following conditions must be met:

  1. The product must be returned complete, with all parts/accessories included, and with the packaging in similar condition to delivery.

  2. There must be evidence of normal use; damage caused by misuse or negligent handling is excluded.

  3. For items where hygiene is relevant, the product must be properly cleaned before initiating the return.

  4. If the product arrives defective, it must be reported immediately after receipt.

  5. We reserve the right to pass on shipping costs associated with the return.

  6. Once we receive your request, the return will be processed within 7 working days and, if conditions are met, will be accepted within that period.

We reserve the right to reject returns if we determine items have been used or damaged for reasons not attributable to Zarek (NEXUS DIGITAL LTDA).

How do I request a return?

If your order meets the above requirements, start the process by following these steps:

  1. Send an email to: support@zareklondon.com

  2. Include the following information in your email:

  • Order number

  • Reason for the return

  • Photo of the product (if broken or damaged)

  • Full name of the customer

  • Address of the customer

We will then contact you and provide the correct return address.
Do not return the parcel to the sender: we will indicate the correct destination once we receive your request.

Return shipping costs are paid by the customer.

RIGHT OF WITHDRAWAL (CANCELLATION)

Withdrawal period

If you are a consumer (an individual purchasing for non-professional purposes), you have the right to withdraw from the contract within 14 days, starting from the day on which you or a third party authorised by you (other than the carrier) receives the order.

Cancellation before delivery

We work with an automated fulfilment system: orders are processed shortly after being placed. For this reason, we cannot stop a shipment once it has been initiated, and it is not possible to issue a refund “upon receipt” of the order.

How to exercise withdrawal

To exercise withdrawal, you must notify us with a clear statement (for example, by email). Withdrawal is considered complete once we have received the returned product.
The return costs are paid by the buyer.

Orders in transit (international shipments)

As our products are dispatched from Asia, transit times can be longer and are not entirely under our control. If the order is already en route, it is not possible to cancel it. In that case, please wait until you receive it and then process the return. If you wish, you can let us know your intention in advance.

To speed up the process, we will ask you to send us the proof of shipment for the return.

Refunds after withdrawal

If you withdraw from the contract, we will refund the payments received, except for:

  • los delivery costs, and

  • any additional cost if you chose a shipping method other than the least expensive standard offered.

The refund will be issued without undue delay and, at the latest, within 14 days from when we receive the notification and the receipt of the returned product.
It will be carried out using the same payment method used for the purchase, unless expressly agreed otherwise. No fees will be charged for the refund.

1. RETURNS DESTINATION

ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA, WITH SHIPPING COSTS PAID BY THE CUSTOMER.