Refund policy

Last Updated: September 23, 2026

At GAZARA Shop, we want you to have a smooth and reliable shopping experience. If something goes wrong with your order, we are here to help.

This Return & Refund Policy explains when refunds, replacements, resends, and returns may be available and how to request assistance.

1. When You May Qualify for a Refund or Replacement

Depending on the circumstances, GAZARA Shop may offer a refund, replacement, resend, or other appropriate solution if:

  • Your order arrives damaged or defective.

  • You receive the wrong product, size, color, or variation.

  • Your order is missing an item or necessary component.

  • Your order is not delivered within the applicable delivery protection period.

  • Your order is confirmed lost during transit.

  • Your order qualifies for cancellation before it has been processed or shipped.

All requests are reviewed individually and may require supporting evidence.

2. Delayed or Missing Orders

International shipping times can vary depending on the destination, carrier, customs, and local postal services.

The following delivery protection periods may apply depending on the destination and shipping method:

  • United States: Up to 45 days after departure.

  • Brazil: Up to 110 days after departure due to possible customs and transportation delays.

  • Other destinations: Up to 100 days after departure for certain shipping services.

If your order has not arrived within the applicable protection period, please contact us so we can investigate the shipment.

Important

A package may be delayed because it is:

  • Awaiting collection at a local post office.

  • Being held by customs.

  • Waiting for additional information or payment from the recipient.

  • Affected by an incorrect or incomplete shipping address.

  • Delayed by the local delivery carrier.

If tracking shows that your package requires action from you, please contact your local postal service or customs authority as soon as possible.

If tracking shows that your package was delivered but you cannot locate it, additional investigation may be required. We may request a non-delivery confirmation or other documentation from the local carrier.

3. Damaged or Defective Products

If your product arrives damaged or defective, please contact us as soon as possible.

To help us resolve the issue quickly, please provide:

  • Your order number.

  • Clear photographs of the product.

  • Photos showing the packaging, if relevant.

  • A short video demonstrating the problem when appropriate.

Depending on the circumstances, we may offer:

  • A replacement or resend

  • A full refund

  • A partial refund for minor issues

For example, small cosmetic imperfections that do not affect the product's functionality may qualify for a partial refund rather than a full refund.

For electronic products, damage or defect claims should generally be submitted within 30 days of delivery under this policy.

Damage to the outer packaging alone may not qualify for a refund if the product itself is undamaged.

4. Wrong, Missing, or Incorrect Products

If you receive an item that does not match your order, please contact us with photographs and your order information.

This may include:

  • Wrong product.

  • Wrong size.

  • Wrong color or variation.

  • Missing product.

  • Missing parts or accessories.

Depending on the situation, we may provide a replacement, resend the missing item or part, partial refund, or full refund.

For size-related issues, please provide clear photographs and, where possible, measurements of the product received.

5. Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

  • Orders canceled before processing or shipment may qualify for a full refund.

  • Once an order has entered processing or has been shipped, cancellation may no longer be possible.

  • Customized products and pre-orders may have different cancellation conditions.

Because orders may be processed quickly, we cannot guarantee that every cancellation request can be accepted.

6. Returns

We accept returns only when a return has been approved by GAZARA Shop.

Please do not send a product back before contacting us and receiving return instructions.

If a return is approved:

  • The product should normally be returned within 30 days of receipt, unless otherwise agreed or required by applicable law.

  • The product should be returned to the address provided by our customer service team.

  • Customers should follow all return instructions provided by our team.

  • We strongly recommend contacting us before arranging international return shipping because international shipping can be expensive and packages may be delayed, lost, or damaged during transit.

Unauthorized returns may not be accepted or processed.

Return shipping costs and refund arrangements will depend on the reason for the return and applicable law.

7. Items That May Not Qualify for a Refund

Depending on the circumstances and applicable law, a refund, replacement, resend, or return may not be available when:

  • You simply change your mind after purchasing.

  • The product matches its description and has no qualifying defect.

  • You ordered the wrong product or variation.

  • You entered an incorrect or incomplete shipping address.

  • You did not collect the package or complete required customs procedures.

  • The product has characteristics or differences that were clearly disclosed before purchase.

  • You report an unusual product odor that does not indicate a qualifying defect.

  • Delivery is delayed because of circumstances outside our reasonable control.

Each request is reviewed individually based on the order information, available evidence, and applicable law.

8. Refund Request Deadline

Unless a different deadline applies to a specific product, shipping service, or applicable law, customers should contact us within 7 days of delivery or the expected delivery date when requesting assistance with an order issue.

Certain product or shipping-related claims may have different deadlines.

Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or restricted.

9. Circumstances Outside Our Control

Delivery and fulfillment may occasionally be affected by circumstances beyond our reasonable control, including:

  • Severe weather.

  • Natural disasters.

  • Customs inspections or clearance delays.

  • Public health emergencies.

  • War or international conflicts.

  • Political unrest.

  • Strikes.

  • Transportation disruptions.

  • Carrier or postal service delays.

When reasonably possible, we will provide updates regarding significant delays affecting your order.

10. Shipping Restrictions

Some shipping services may provide limited tracking information or may have restrictions on delivery confirmation or dispute procedures.

Certain shipping methods may include services such as:

  • PostNL

  • Electric PostNL

  • CJPacket EUB

  • CJPacket Postal Route

  • CJPacket Railway Economy

Available shipping methods and tracking services may vary depending on the destination.

Remote or difficult-to-reach locations may also be subject to additional shipping charges.

Where applicable, relevant shipping information will be provided during the ordering process.

11. How to Request a Refund, Replacement, or Return

To request assistance, please contact us at:

support@gazara.shop

Please include:

  1. Your order number.

  2. Your full name.

  3. A clear description of the issue.

  4. Photos or videos showing the problem, when applicable.

  5. Tracking information or screenshots, if relevant.

  6. Any additional information reasonably required to investigate the issue.

Our team may request additional information before making a decision.

Please do not return an item until our customer service team has provided return authorization and instructions.

12. Refund Processing

Once a refund has been reviewed and approved, we will initiate the refund through the applicable payment method or payment provider.

The time required for the refund to appear in your account depends on your bank, card issuer, payment provider, or other payment method.

If you have not received an approved refund after the applicable processing period, please contact us so we can help investigate.

13. Payment Provider or Platform Disputes

If you experience a problem with your order, we encourage you to contact GAZARA Shop first so we have an opportunity to resolve the issue.

If a payment provider, marketplace, or other platform requires a dispute to be submitted through its own process, customers should follow that platform's procedures and applicable deadlines.

Please provide accurate information and supporting evidence when submitting a dispute.

14. Consumer Rights

This policy is intended to explain GAZARA Shop's standard refund, replacement, and return procedures.

Nothing in this policy is intended to remove, restrict, or replace any consumer rights that you may have under applicable laws and regulations.

Where applicable law provides you with additional rights, those rights will continue to apply.

15. Contact Us

If you have questions about a return, refund, replacement, delayed order, or any other order issue, please contact us.

GAZARA Shop
Email: support@gazara.shop

We are always happy to help and will do our best to find a fair solution to your order issue.

Thank you for shopping with GAZARA Shop.