1. Purchase regulations

All transactions carried out at ZOÉ Store, both in the physical store and through the online channel, are subject to these Terms and Conditions.

2. Prices, taxes, and availability

• All prices are shown in Colombian pesos (COP) and include VAT when applicable.
• Prices may vary between the physical store and the e-commerce due to logistical or promotional reasons.
• Product availability is subject to change based on stock, demand, or import conditions.

3. Payment methods and security

• We accept credit cards, debit cards, PSE, electronic transfers, cash in-store, and certified platforms such as PayPal and Nequi.
• All online transactions are processed through secure and encrypted payment gateways; ZOÉ Store does not directly store card data.

4. Promotions, loyalty, and subscriptions

• Published promotions are temporary and not cumulative unless expressly stated otherwise.
• The loyalty program (when available) will be personal, non-transferable, and subject to the specific rules published on the platform.
• Subscriptions (such as monthly boxes or scheduled shipments) will automatically renew unless the customer cancels them at least five (5) business days in advance.

5. Limitation of liability and jurisdiction

• All products offered at ZOÉ Store are designed for pet use under the supervision of a responsible adult.
• We assume no responsibility for damages caused by improper use, normal wear, or conditions unrelated to product quality.
• These Terms and Conditions are governed by the laws of the Republic of Colombia. Any dispute will be resolved by the competent courts of Bogotá or by the Superintendence of Industry and Commerce (SIC).

1. Purpose of the policy

ZOÉ Store guarantees that the processing of personal data of our customers, suppliers, and users is carried out in accordance with Law 1581 of 2012, Decree 1377 of 2013, and other applicable regulations.

Our commitment is to ensure that all personal information is collected, stored, used, and protected in a responsible and transparent manner.

2. Personal data we collect

During your interaction with our physical and digital channels, we may collect:

• Full name and identification number.
• Physical shipping and billing address.
• Email address and contact number (phone/WhatsApp).
• Payment information (processed only through certified gateways).
• Your pet’s data (name, species, breed, age, allergies, or preferences).
• Purchase history and browsing activity on our website.

3. Purposes of data processing

Your data is used for:

• Sales and order management: invoicing, dispatch, and delivery.
• Direct communication: confirmations, updates, and support.
• Personalization: recommendations, promotions, and reminders based on your history.
• Regulatory compliance: legal, tax, and contractual obligations.
• Fraud prevention and security: identity validation and transaction protection.

4. Data transfers and processors

We may share your data with partners under strict confidentiality agreements solely to ensure service delivery:

• Shopify: the platform on which we operate our e-commerce.
• Secure payment gateways: ePayco, Wompi, PayPal, among others.
• Courier and logistics companies: Coordinadora, Servientrega, DHL, etc.
• Marketing and CRM services: email marketing, social media, and loyalty systems.

Under no circumstances will your data be sold or transferred to third parties for purposes other than those authorized.

5. Rights of data subjects

In accordance with Law 1581 of 2012, you have the right to:

• Know what data we have and how we use it.
• Update, correct, or rectify inaccurate information.
• Request proof of your authorization.
• Revoke authorization or request deletion of your data (unless there is a legal obligation to retain it).
• File complaints with the Superintendence of Industry and Commerce (SIC) if you believe your rights are being violated.

6. Security measures

ZOÉ Store adopts technical and administrative protocols to protect your information:

• SSL encryption on our website.
• Restricted access only to authorized personnel.

7. Data retention period

Your data will remain in our databases while there is an active commercial relationship or until the purpose of its use is fulfilled. Subsequently, it may be securely deleted at the customer’s request, unless a regulation requires it to be retained for a longer period.

8. Changes to this policy

ZOÉ Store reserves the right to modify this policy at any time to adapt to legal, technical, or operational changes.

1. What are cookies?

Cookies are small text files that are stored on your device (computer, mobile phone, or tablet) when you visit a website.

They help our site function properly, remember your preferences (such as language or shopping cart), and understand how you browse so we can improve your experience.

2. Why do we use cookies at ZOÉ Store?

At ZOÉ Store, we use cookies to:

• Ensure the site works properly, such as keeping products in your cart while you continue browsing.
• Improve your experience by remembering your language, region, or currency preferences.
• Understand how you visit us: which pages are most viewed and where we can improve.
• Show more relevant advertising on social networks or search engines, based on your interests.

3. Types of cookies we use

• Strictly necessary cookies:
  Essential for the website to function (e.g., Shopify checkout process). Without them, you would not be able to shop online.
• Performance and analytics cookies:
  Tell us how users browse, which pages they view most, and whether they encounter errors. Example: Google Analytics or Shopify reports.
• Functional cookies:
  Allow the website to remember your preferences (e.g., language, currency, or product display mode).
• Advertising and remarketing cookies:
  Used to show ads more aligned with your interests on platforms such as Facebook, Instagram, Google Ads, or TikTok.

4. Third-party cookies

In addition to our cookies, some external companies may also place cookies on your device when you use our site. Examples include:

• Google (Analytics, Ads)
• Meta (Facebook/Instagram Pixel)
• TikTok Pixel
• Shopify (checkout and cart)
• PayPal / Stripe / Klarna (payment processors)

Important: ZOÉ Store does not control third-party cookies. We recommend reviewing their policies to understand how they use your information.

5. How can you manage or delete cookies?

You have full control over cookies:

• Through your browser settings (Chrome, Safari, Edge, Firefox).
• Via the cookie banner displayed on our website when you visit for the first time.

Please note that disabling some cookies may cause certain features of our store to not function properly (such as the cart or checkout process).

6. Consent

By using our website, you agree to the use of cookies in accordance with this policy. If you do not wish cookies to be installed on your device, you may configure or disable them in your browser.

7. Changes to this policy

We may update this policy at any time to adapt to legal, technical, or operational changes.

1. Shipping coverage

At ZOÉ Store, we ship to:

• All of Colombia, through certified carriers such as Servientrega, Coordinadora, or Inter Rapidísimo.
• The United States, in selected categories through our office in Florida.
• Other countries, only in special cases and subject to specific customs, tax, and additional cost conditions.

2. Processing and delivery times

• We process orders within 1 to 3 business days after payment confirmation.
• Orders placed on weekends or holidays will be processed on the next business day.
• Estimated delivery times are:
• Bogotá: 1–3 business days (same-day delivery depending on availability).
• Other cities in Colombia: 2–7 business days.
• U.S.: 3–10 business days (depending on the city and selected service).

Times may vary due to weather, logistics, customs, or force majeure conditions.

3. Shipping costs

• The cost is calculated automatically at checkout based on weight, size, and destination.
• We offer free shipping in Colombia for purchases over $150,000 COP during promotional or permanent campaigns (when expressly stated).
• For international orders, import taxes or customs duties are the responsibility of the customer.

4. Order tracking

• Once your order is shipped, you will receive a tracking code via email or WhatsApp.
• You may also request your order status through our support channel.

5. Delivery responsibility

• Shipments are made to the address provided by the customer. ZOÉ Store is not responsible for delivery failures resulting from incomplete or incorrect addresses.
• If an order is returned due to an address error, the customer must cover the reshipping cost.
• For high-value orders, we may require a delivery signature or identity verification.

6. Damaged or lost shipments

• All orders must be inspected upon delivery.
• Any claim for damage, loss, or shipping error must be made within 48 hours of receipt, sending photos and details to our contact channels listed on the website.
• In case of loss in transit, we will coordinate with the carrier the search and compensation process.

7. Shipping restrictions

Some products have limitations due to their nature:

• Food and perishable products: may not be available for international shipping.
• Liquids and electronics with batteries: subject to airline and customs restrictions.

1. General conditions

At ZOÉ Store, your satisfaction is very important, but due to the nature of the products we offer (food, hygiene, accessories, etc.), not all items are eligible for return or exchange.

Accepted requests must meet safety, hygiene, and preservation criteria, always seeking to protect both our customers and their pets.

2. Timeframe to request returns

You may request a product return if it meets the following conditions:

• The claim is made within 30 calendar days after purchase or delivery.
• The product is unused, unopened, and in its original packaging, with labels intact.
• The invoice or proof of purchase is provided.
• The product is not marked as “Final Sale” or “Non-returnable”.

3. Products not eligible for return

We do not accept returns in the following cases:

• Food, treats, supplements, or perishable products, even if sealed (for food safety reasons).
• Hygiene or grooming products (e.g., brushes, nail clippers, shampoos) if the factory seal is broken.
• Personalized items (engraved tags, clothing with embroidered names, etc.).
• Promotional kits or subscription boxes.
• Medications, as national regulations do not allow these products to be returned due to strict storage and biosecurity requirements.
• Products showing signs of use, improper handling, or damage caused by the customer.

4. Exchanges due to defects or errors

We only process exchanges in the following cases:

• Factory-defective products.
• Incorrectly shipped items.
• Damage occurring during shipping (properly reported within 48 hours after delivery).

In these cases, the exchange must be requested within a maximum of 5 calendar days after delivery.

5. Procedure for returns or exchanges

• Write to us through our contact channels with the subject: “Return/Exchange Request – [Order Number]”.
• Attach clear photos of the product (and packaging if applicable).
• Include your full name, contact number, and reason for the request.
• Our team will respond within a maximum of 3 business days with instructions.

Note: Returns or exchanges not previously authorized by email or WhatsApp will not be accepted at physical stores or dispatch centers.

6. Return shipping costs

• If the error was made by ZOÉ Store (defective or incorrect product), we will cover the return shipping cost.
• If the customer returns a product by personal decision (voluntary exchange), the shipping cost will be covered by the customer, except in special promotions where otherwise stated.

7. Refunds and store credits

• At this time, we do not issue refunds to the original payment method.
• All approved returns are processed as store credit, valid for 6 months for future purchases.
• The credit is non-transferable and cannot be redeemed for cash.

8. Inspection and final approval

All returned products will be inspected by our team. Final approval will depend on the condition of the item and compliance with the conditions established in this policy.