You can request the cancellation of your order by contacting us through the available methods (phone, email, live-chat). We will make every possible effort to carry out your cancellation request, but if your order is already being processed or has been sent it won’t be possible to cancel it anymore.
Although we make every possible effort to carry out your cancellation request, we cannot guarantee that it will be processed on time, so we appreciate your understanding if it is not possible to cancel
If cancellation is not possible, please refuse the delivery of the order. The refund will be made when the return of your order is completed, without any extra cost for you.
PLEASE NOTE: The cancellation request and the respective return without extra costs is valid only for shipments within the European Union. If the shipment is for outside of the European Union (extra-communitary) you should note the return costs shown in the "Returns (outside of the European Union)".
You may return one or more products that you have received within 14 days after receiving the order, as long as the products are intact, sealed, complete and in the original packaging. The product packaging may not be damaged, modified or scratched.
To return, please contact our Customer Service. You will need to specify the order number and the product(s) to be returned. The refund is possible through the original payment method (when possible), by bank transfer, or through store credit that can be used for the next order, without any validity period for use.
You can return the product(s) to the following address:
Rua Marciano Tomáz da Costa, 24, Armazém 20
NOTE: If you received a product that has been modified or is in a bad condition contact us immediately so we can provide you with a solution. Please do not throw anything away before contacting us. If you throw the products away, we can’t organize a collection or provide a refund.
The products available on our website have ingredients (according to the provided formulas) that are legal at the moment of leaving our warehouse, however the same substances may not be legal in the country of destination chosen for delivery. It is the responsibility of the customer to verify with the authorities the legality of the products before confirming the order on our website.
ZUMUB is not responsible for any product ordered by the customer and subsequently subjected to any form of procedure, restriction or legal or tax confiscation by the customs authorities in the country of destination.
ZUMUB can’t at all times be fully aware of the valid customs laws and regulations in all countries in the world due to the ever changing nature of these laws and regulations. Therefore, any request for payment of additional fees, documentation or confiscation of the order will always be the responsibility of the customer.
In case of non-EU shipments, if your order is returned to us, all costs of shipping and return will be paid by the customer. These costs will be deducted on the refund for the customer (when applicable).
In certain countries, if delivery is not possible because of reasons out of control of ZUMUB or the transport service (for example, an incorrect or incomplete address), the order may be destroyed by the transport service, which means that no refund is applicable.
When a returned order arrives at our facility, it will be inspected to determine if the products have been modified or damaged during transport. The customer will then be contacted by our Customer Service with the relevant refund information. The refund will correspond to the total value of the order minus all transport costs and any return charges that may have been collected by the customs authorities. If any of the products have been modified or damaged, the value of these products will also be deducted from the amount of the refund.
No refund is made for any returned order after 6 (six) months from the date of shipment, regardless of who is responsible for the return (customer or customs).
If an order is confiscated or lost by customs and is not returned to us, ZUMUB can’t give a refund. In these unfortunate circumstances, we apologize and hope that more accurate information on customs restrictions in the country of destination can be obtained.
ZUMUB will refund within 5 business days from the day the item arrived at the warehouse.
If the payment was made by credit card, the refund will be issued to the account associated with the credit card that was used for the original payment, and it will appear on your next bank statement.
If the payment was made through PayPal, the refund will be paid to the respective Paypal account and will be available immediately.
For all other payment methods, the refund will be made by Wire Transfer, so we will request the necessary details of the account in which you wish to receive the refund.
If you prefer, you can also choose to be reimbursed through a store credit, regardless of the original payment method used. This credit will remain in your account without any validity period for use.
The reimbursement by bank transfer does not have any cost for customers within the European Union with accounts in Euros.
The refund currency will be in Euros (same as the original payment). Therefore, if your local currency is different, there may be exchange rate variations, positive or negative, compared to the amount you paid at the time. All exchange rate variations will be the responsibility of the customer.
In the case of a non-EU reimbursement (outside of the European Union) or in a currency other than the Euro, all transaction costs, including commissions on bank transfers, will be the customer's responsibility.