Money-Back Guarantee Policy

Zona Shoppers thrives in giving a service of excellent of all its customers. We emphasize providing quality service. Zona Shoppers wants your shopping experience to be unforgettable and safe. To make your experience great, Zona Shoppers offers you a money-back guarantee on most of its products. The Money Back Guarantees certifies that your money is protected under the following cases:

    • the product did not arrive at the address provided and made the request within the time given (more information below)
    • the product is not the same as described
    • the product is damaged or broken (not by the shipping carrier)

Important Note: the product needs to be purchased using the Zona Shoppers payment method. This guarantee is not a product guarantee but a payment guarantee. Each vendor, on their policies, must state any product warranty or guarantee.

Zona Shoppers is a venue where vendors provide each buyer with quality service. If there is a problem with your product, the best way to get to a fast solution is through them. Send a message to the vendor who sold the product to start communication and find a solution. The vendor has 3 (three) days to respond to your message. If by the end of the 3rd day, there is no communication on the 4th day, Zona Shoppers will be there to help you and step in if your vendor is not coming through. We will respond within 48 hours or less. If you encounter any of the above mentioned problems, you are entitled to Money Back Guarantee.

Money-Back Guarantee is a service offered to clients when there is a problem with the product. It will help if you read the vendor’s policies before purchasing. Some vendors may not provide certain guarantees. For example, personalized items cannot be part of the Money Back Guarantee: food or other types of merchandise.  

What type of returns does not qualify for a Money-Back Guarantee?

  • The product was never pick-up at the location or rejected upon delivery
      1. Exception: if the shipping box shows signs of breakage or damage and the shipping carrier certifies such statement
    1. Exception: if the package is empty upon delivery
  • Product damaged by the freight company
    1. Exception: if the shipping box shows signs of breakage or damage and the shipping carrier certifies such statement
    • Digital content, some equipment (review vendor’s policy)
    • Remorse Purchase
  • Item damage at the pick-up location
    1. Exception: you need to show a statement from the shipping company regarding the damage to the product.
    • Items are redirected to a different address than the one given to the vendor.

 How to get a Money Back Guarantee Service:

People who purchase their items through Zona (local or international) are covered under this guarantee. The request is simple if your product meets any of the above qualifications. Go to your account and start a Request for a Refund. It is that simple!

Important Information for Customers:
    • Each vendor has its own set of policies regarding returns.
    • Communicate with the vendor for directions about returning items.
    • If the item’s shipping package at delivery is broken, ask that the shipping company certify the package’s conditions; this will help you get your refund faster and avoid the Damage/Used Fee (50% of the payment value).
    • Buyers must know that not all items can be returned; please read the vendor’s return policy before purchasing the product.
    • If the buyer loses the merchandise due to a lack of shipping insurance, the buyer is responsible for the loss.
    • The buyer cannot make a duplicate claim (more information on Where is my refund section below) for a Money Back Guarantee or any other service.
    • Once you return the product, the vendor has the right to charge a Restocking Fee or Damage/Used Fee (between 20%-40%) according to the product conditions.
    • The Buyer will receive 100% of the money if the product is returned in the exact conditions as shipped.
    • If the vendor pays for the shipping and return, the buyer will not receive a refund for those services.
    • The buyer can request an exchange or replacement. It is easier to ask for a sale or replacement if the customer has a PayPal account open, but this should not be an impairment. The buyer must return the item within 20 days of receiving the replacement/ exchange item; otherwise will be charged for it.
    • If the buyer is considered abusive, they may lose the benefit of the Money Back Guarantee.

Important Information for Vendors: 

    • It is essential for the vendor to state all the return and refund, exchange, and Money Back Guarantee policies clearly, concisely, and precisely for the buyer to understand. You must specify the number of dates given, processes, address, preferred shipping method, or any other relevant information the buyers need to know before or after the purchase. 
    • Specify the details about your Grace Period for Special Circumstances. For example, holidays, riots in the country you sent the products to, natural disasters, etc. State the total number of extra days you can provide or the extra care you can provide.  
    • Please specify on your policies the shipping and return methods for hazardous products.
    • Please specify how to process a product that is no longer in good standing or available (for example, surprise boxes, concert tickets, etc.) In addition, you need to refund Zona Shoppers the amount you (the vendor) agree to pay the buyer.
    • You need to provide an address with an “easy to find location” by any shipping carrier, either local or international. However, the shipping carrier does not find some addresses easily due to abbreviations or misrepresented locations. If the buyer cannot return the item due to return address failure, the vendor must return the total cost of the product even without a returned product. 
    • If the vendor pays for the shipping and return, the buyer will not receive a refund for those services.
    • If the vendor uses any shipping method (labels) or returns shipping (labels) method available on Zona Shoppers, the vendor must pay for those services.
    • Each vendor has its set days for returning the items.
    • The vendor must refund (upon receiving the return) the money to the payment method used by the buyer.
    • Remember, if a vendor sells and sends counterfeited products, and the buyer wants their money back, they are not required to return the item. Still, the vendor must refund the money and the shipping charges (if you used Zona Shoppers shipping, you need to reimburse money to Zona Shoppers).
    • The vendor can deduct a fee due to loss of value, restocking, or any specific per the vendor’s policies.
  • The vendor will specify who will be paying for the shipping
      • Except: if the description was not authentical with the product, the vendor must pay for the return shipping
    • Except: if the buyer decides to buy a different shipping slip (in the case of one if offered), the returned shipping cost will not be refunded.
    • The vendor must accept the return at the address stated on the purchase receipt, or the vendor must specify the return address.
    • The vendor is responsible for the payment if there is an extra cost due to customs or duty fees on the return.
    • The vendor will not be able to charge any fee (Damage/Used or Restocking) if Zona Shoppers gets involved in solving any issue with a buyer.

Important Information to Buyers and Vendors:

    • In case of a dispute between buyers and vendors, Zona Shoppers will have the last decision.
    • Zona Shoppers will provide exceptional assistance like translations.
    • We may contact the buyers if the vendor is no longer with Zona Shoppers or has been suspended.
    • Money Back Guarantee protects international buyers. More information.
    • We reserve the right to fix any miscalculation, mischarge, or error in refund by giving credit or making a debit to settle the situation.

 How much time do you have to request Money Back Guarantee? 

  • The time provided to request Money-Back Guarantee is specified in each vendor policy. The vendor’s policies must:
      • Specify the days in total (suggested: minimum of 30 days) the buyers have to return a product.
      • Specify if there is a fee for Damage/Used or Restocking.
      • Specify details the buyer should know about Returns and Exchanges instead of a Money Back Guarantee. 
      • Provide the buyer with an approximate delivery time and a tracking number.
    • Specify to the buyer the proper way to handle the return and if you request shipping insurance if the product is over a certain amount of money.
    • The vendor must acknowledge that their store’s policies are their rules and regulations and must be applied under any circumstances.
    • The vendor has 3 days (72 hours) to answer buyers’ return/ exchange/ Money Back Guarantee inquiries.
    • The vendor must specify, on their store policies, the number of days (suggested 2-3) to make a refund.
    • The vendor must specify the number of days it takes for the money to show on the buyer’s payment method: for example, a credit card may take 5-15 days, PayPal may take 2-5 days, and international payment methods may take up to 30 days.

What happens if there is a problem beyond my control and I cannot send the package according to the agreed date?

Zona Shoppers provides a grace period if there is an exceptional circumstance, for example:

    • National Holiday
    • Buyers location (for international buyers)
    • Governmental Agencies Riots
    • Natural disaster
    • Fraud Investigations

Where is my refund? 

Suppose the buyer shows proper evidence that the product came broken/damaged. In that case, if the product description is not the same as the product the buyer received, or the vendor sent the product to a different address and I didn’t receive it, you are entitled to receive your refund through Money Back Guarantee.

The refund will be sent to the original buyer’s purchase method or PayPal. Zona Shoppers always suggests that buyers open a PayPal account for a faster refund period. If either of the methods is available or not possible, Zona Shoppers will provide a Store Credit Gift Card for the amount refunded. 

The buyer cannot use more than one method for a refund. This means you cannot duplicate the request for a refund. For example, if you request a refund through your credit card provider, you cannot request a refund through PayPal Purchase Protection. Any double request for a refund made to Zona Shoppers will be canceled. 

The refund may take time to be processed by your method of payment; for example, credit cards may take 5 up to 30 days to show the refund (primarily local 5-7 days, international up to 30 days), and PayPal may take from 2-5 days to show the refund, banks may take as much as 20 days. 

Zona Shoppers guarantees to solve the problem between the buyer and the vendor. We will resolve to keep an environment of quality and professionalism. If the vendor does not respond within 3 days of your request, Zona Shoppers will refund the buyer after a proper investigation. It is essential to mention that the vendor may charge some special fees due to Damage/Used or Restocking.


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