Política de reembolso

Return & Refund Policy – ZOCOTOWN

Last Updated: September 24, 2026

At ZOCOTOWN, we want you to shop with confidence. This Return & Refund Policy explains how returns, refunds, store credits, exchanges, and damaged or defective products are handled.

By placing an order with ZOCOTOWN, you acknowledge and agree to the terms below, subject to any rights and protections that may apply to you under applicable consumer protection laws.

1. Returns

We accept eligible returns within 30 days of delivery.

To be eligible for a voluntary return:

The item must be unused and in its original condition.
The item must be returned in its original packaging, including accessories and components supplied with the product.
Proof of purchase is required.
The return must be requested within 30 days of delivery.

Some products may be subject to additional return restrictions based on their nature, condition, or applicable law.

To request a return, please contact us at:

Email: zocotown@gmail.com

Please include your order number and a brief explanation of the reason for the return.

Once your request is reviewed and approved, we will provide return instructions.

Do not send a return to the sender address on your original package unless ZOCOTOWN specifically instructs you to do so.

2. Store Credit and Refunds

For eligible voluntary returns that are not the result of a defective, damaged, incorrect, or otherwise non-conforming product, ZOCOTOWN may issue store credit instead of a refund to the original payment method, where permitted by applicable law.

Store credit:

May be used toward future purchases on ZOCOTOWN.
Is generally issued after the returned item has been received and inspected.
May be subject to the terms applicable at the time it is issued.

Where a monetary refund is applicable or approved, the refund will generally be issued to the original payment method after the returned item has been received and inspected.

Please allow up to 7 business days for ZOCOTOWN to process an approved refund after inspection. Your bank or payment provider may require additional time to post the refund to your account.

Important

Nothing in this policy is intended to limit, waive, or replace any refund, cancellation, warranty, guarantee, or other consumer right that cannot legally be excluded or restricted under applicable law.

3. Return Shipping Costs

For voluntary returns that are not related to a ZOCOTOWN error or product defect:

The customer is responsible for the return shipping cost.

If the return is due to:

An incorrect item sent by ZOCOTOWN
A product that arrived damaged
A defective product
A product that does not correspond to the order or description, where applicable

ZOCOTOWN will review the situation and, where appropriate, provide a return shipping solution or reimburse reasonable return shipping costs.

4. Exchanges

We do not currently offer direct exchanges.

If you would like a different product, color, size, or model, you may return the eligible item according to this policy and place a new order separately.

This does not affect any rights you may have under applicable consumer protection or warranty laws.

5. Non-Returnable Items

The following items are generally not eligible for voluntary return:

Final sale items
Personalized or custom-made products
Gift cards

Additional exclusions may apply where an item cannot reasonably be returned due to its nature, condition, hygiene considerations, or applicable law.

These exclusions do not apply where applicable law gives you a mandatory right to return, cancel, replace, repair, or receive a refund.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incorrect, or materially different from what you ordered, please contact us as soon as possible.

For shipping damage, we ask that you contact us within 48 hours of delivery, when reasonably possible, and provide:

Your order number
Photos of the product
Photos of the packaging
A description of the problem

We will review the case and determine the appropriate resolution.

Depending on the circumstances and applicable law, the resolution may include:

Replacement
Repair, where applicable
Refund
Store credit
Another legally required remedy

For products covered by a manufacturer's or seller's warranty, additional warranty terms may apply.

7. Products That Do Not Match the Order

If you receive an item that is different from the product you ordered, please contact us before returning the item.

If the error is confirmed to be on our part, we will provide appropriate return instructions and work with you toward an appropriate resolution.

8. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at:

zocotown@gmail.com

We cannot guarantee that an order can be canceled after it has entered processing, fulfillment, or shipment.

If an order has already shipped, the applicable return process may apply.

Any cancellation rights that apply under mandatory consumer protection laws remain unaffected by this policy.

9. Mexico Orders

For orders delivered to Mexico, applicable Mexican consumer protection laws may provide rights regarding cancellation, returns, refunds, warranties, defective products, and products that do not correspond to the conditions under which they were offered.

Nothing in this policy is intended to waive or limit those rights.

Where applicable, ZOCOTOWN will comply with mandatory consumer protections under Mexican law.

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