Refund policy

Return & Refund Policy

At Zeléa, every bar is carefully crafted with natural ingredients selected especially for you. Because these are personal care and hygiene products, the following conditions apply:

Cancellations

Once your order is confirmed, it cannot be canceled. We recommend reviewing your cart carefully before completing your purchase.

Opened or Used Products

For hygiene and safety reasons, we do not accept returns or exchanges of products that have already been opened or used.

Unopened Products

We do not accept returns or exchanges of unopened products, except in cases of damage or defect as described below.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, in poor condition, or you received a different product than the one you ordered, you have 5 days from the delivery date to notify us by emailing hola@zeleanatura.com with clear photos of the product, the packaging, and your order number as evidence.

Each case will be reviewed individually. We reserve the right to request additional information or evidence before providing a resolution.

Missing Items

If an item is missing from your order, please email us at hola@zeleanatura.com with photos of what you received and your order number. We will review the case and send you the missing item or the corresponding credit.

Lost or Undelivered Packages

Incorrect address: Zeléa is not responsible if a package fails to arrive or is returned to us due to an incorrect address provided by the customer at checkout. If the package is returned to us for this reason, we are happy to reship it, but the reshipping cost will be the customer's responsibility.

Package lost by the carrier: If tracking shows that your package was lost in transit, we will thoroughly investigate what happened before providing a resolution. Once the loss is confirmed, we will offer you store credit or a reshipment of the product, whichever you prefer.

Package delivered but stolen or lost at the address: If tracking confirms, with evidence, that the package was properly delivered to the address provided, Zeléa is not responsible for theft, loss, or any situation that occurs once the package has been delivered to the correct address.

Tracking shows "delivered" but you have not received it: We ask that you first check with neighbors, your building's front desk, or your mailbox, and wait an additional 24-48 hours, as the tracking system sometimes marks a package as delivered before it physically arrives. If the issue persists, please contact us so we can look into it.

Resolution and Timeframes

Once your case is approved, store credit will be reflected within 3 to 5 business days. This credit does not expire.