‌Effective Date: September 16, 2026‌

This Refund and Returns Policy applies to all purchases made through the official e-commerce website of ZARA HOME MEXICO, S.A. DE C.V. hosted at www.zarahomemex.com. As a brand dedicated to curating premium soy wax candles and natural non-toxic diffusers to fill every Mexican home with warm, uniquely tailored scents, we have designed this policy to be fair, transparent, and aligned with our core commitment to 96% customer satisfaction for our 75k+ happy clients. All customers placing orders on our platform acknowledge and agree to the full terms outlined in this policy at the moment they confirm their purchase, and all return processes are structured to prioritize product exchanges over standalone full or partial only-refund requests.

Core Non Only-Refund Rule

We explicitly do not approve any standalone only-refund requests for orders that have already been dispatched, delivered, or picked up by our logistics partners. No requests to receive a monetary refund without returning the purchased physical home fragrance products to our designated returns address will be accepted under any circumstances, including but not limited to scenarios where a customer claims they do not want the order after delivery, no longer prefer the selected scent, or made an accidental order selection. We guarantee every product from our 120+ total products collection is inspected for quality, packaging integrity, and non-toxic formulation before shipment, so all unresolved post-purchase concerns will first be resolved through eligible product exchange processes rather than direct only-refund arrangements.

Eligible Return Conditions

Customers may initiate a valid return application within 14 calendar days from the date they receive their order, only if their purchased items meet all the following criteria:

1. The soy wax candles or natural non-toxic diffusers remain in their original, unopened sealed packaging, with all original product tags, protective wrapping, and shipping labels intact, and have not been used, lit, or exposed to external heat sources.
2. The products do not show any signs of damage caused by improper use, accidental drops, incorrect storage, or modifications made by the customer after delivery.
3. The customer provides a clear photo of the intact product packaging, plus their original order number, full name, and order confirmation email address for verification.
   Once our support team reviews and approves your eligible return application, you will be required to send the unopened product back to our official returns address at Poniente 146 No. 730, Col. Industrial Vallejo, Alcaldía Azcapotzalco, C.P. 02300, Ciudad de México, Mexico. You will be responsible for covering the return shipping fee, unless the product has verified manufacturing defects that we confirm after inspection.

Exchange Process Overview

After we receive your returned items and complete a full quality inspection to confirm all return eligibility criteria are met, we will process an exchange service for you within 3 business days. You can select any other home fragrance product of equal or higher value from our full catalog of natural long-lasting scents, premium cozy room aromas, or newly landed new cozy aromas to replace the returned item. If you select a product with a higher value than your original purchase, you will only need to cover the price difference. We will arrange to ship your exchanged product to your designated address free of extra delivery charges, so you can continue to enjoy the warm home fragrances crafted to fit local lifestyle rhythms and warm daily moments, helping you turn your rooms into scent-filled cozy spaces.

Contact Information

If you have any questions about this policy, wish to verify your return eligibility, or need assistance starting your exchange application, you can reach our customer support team through the following channels:

• Official Email: moffy@zarahomemex.com
• Physical Address: Poniente 146 No. 730, Col. Industrial Vallejo, Alcaldía Azcapotzalco, C.P. 02300, Ciudad de México, Mexico
• Contact Phone: +52 55 3044 3650‌