Refund policy
Refund Policy
At ZUHA USA, we want you to feel confident and satisfied with your purchase. If you need to request a return or exchange, please review the following conditions.
Return & Exchange Period
You may request a return or exchange within 3 calendar days from the delivery date of your order.
Product Conditions
To be eligible for a return or exchange, the product must be in perfect condition, unused, unaltered, with original tags attached, and in its original or equivalent packaging.
Non-Eligible Products
Products showing signs of use, damage caused by the customer, natural wear, or improper handling are not eligible for return or exchange.
Exceptions / Non-Returnable Items
At ZUHA USA, we work with natural leather products, many of which are made based on specific customer requests. For this reason, certain items are not eligible for returns or exchanges.
No returns or exchanges will be accepted in the following cases:
- Customized designs or modifications requested by the customer.
- Products in special colors or combinations that are not part of the online store catalog.
These orders are considered special or custom-made, as they are produced exclusively according to the customer’s specifications and cannot be returned to inventory.
Exchanges
If you wish to exchange a product for a different color or style, the request will be subject to inventory availability. If the new product has a different price, the corresponding balance or additional payment will be communicated to the customer.
Refunds
If a return is approved, the refund will be processed using the original payment method or through a method determined by ZUHA USA. Processing times may vary depending on the financial institution or payment platform.
Shipping Costs for Returns & Exchanges
Unless the return is due to a shipping error or a confirmed manufacturing defect, all shipping costs associated with returns or exchanges must be covered by the customer.
Damaged or Incorrect Products
If you receive an incorrect product or one with a possible manufacturing defect, you must contact us within the first 48 hours after delivery, providing clear photos of the product and its packaging.
Request Process
To request a return or exchange, please contact us through our support channels or via WhatsApp at +57 318 383 7808 and provide the following information:
- Order number
- Full name
- Reason for the request
- Photos of the product, if applicable
Approval
All requests will be reviewed by our team before approval. ZUHA USA reserves the right to accept or reject any request that does not meet the conditions described above.
