EXCHANGE, RETURN, REFUND AND CANCELLATION POLICY
At PRODUCTOS ZERO LACTEO, S.A. DE C.V. (hereinafter “ZERO LACTEO”), we strive to offer you the best quality and service whenever you purchase from our website (www.zahini.com), but we know that issues may occasionally arise. Below, we explain the circumstances in which a replacement or refund applies.
1. EXCHANGES. A product may only be exchanged when the delivered order does not match the purchase order placed on the website. If this occurs, please contact us at 55 8878 7783 or info@zerolacteo.com within 24 hours of receiving your purchase and send photographic evidence. We will provide a replacement or a store credit voucher for the corresponding amount, redeemable on your next purchase. If you request a replacement for an incorrectly delivered item, “ZERO LACTEO” may cover shipping costs if all evidence has been submitted correctly. For deliveries in Mexico City, the issue must be reported at the time of delivery, and “ZERO LACTEO” will be responsible for providing the corresponding replacement at the delivery address.
2. RETURNS FOR DAMAGED PRODUCTS. Our warehouse team checks product quality when packing the coolers. We use protective foam inside our coolers and mark them “FRAGILE” to encourage careful handling by the carrier. Unfortunately, once the product is handed over to the carrier, its handling is beyond our control. Improper handling of the cooler may cause an item to break. If you receive one or more broken or damaged items, please email info@zerolacteo.com with your name, order number and photographic evidence of the damaged items. To qualify for the corresponding refund, you must report the damage within 24 hours of receiving your purchase. For shipments to other states in Mexico, please read the next section for the refund procedure. For deliveries in Mexico City made in our own vehicle, you must notify the driver of any damaged item at the time of delivery. In this case, a refund does not apply; instead, the item will be replaced the following day at the delivery address.
Except in the cases described above, “ZERO LACTEO” will not accept returns for products correctly shipped and delivered in accordance with this Purchasing and Shipping Policy.
2. REFUNDS. If a refund applies to damaged items, the corresponding amount will be returned through the original payment method, whether credit card, debit card or PayPal. If a refund applies because an order was canceled due to a lack of carrier coverage, the full purchase amount will be returned through the original payment method. If processing deadlines prevent a refund through these platforms, we will contact you using the email address or phone number on your order to request bank account details and issue a refund by electronic transfer.
3. CHANGES AND CANCELLATIONS. If you need to change your order, whether the flavor, contact details or delivery address, you must contact us within the first 2 hours after placing it. For orders delivered in Mexico City in our refrigerated vehicle, no changes or cancellations are possible once the vehicle has left our warehouse. For orders shipped by courier to other states, once the cooler has been collected by the carrier at the point of origin, the order cannot be changed, canceled or refunded.