Before any procedure, the exchange or return of any product must be informed to our customer service through the contact methods available on our contact page.
IMPORTANT TIPS:
- The customer should pay attention to the product description and technical specifications;
- The product label/TAG should not be removed or damaged.
- It is important to keep the invoice received at the time of delivery of the purchased items, as well as the transactional purchase emails, as proof of purchase.
- The original packaging of the purchased product, as well as manuals, items, and accessories that come with it, should be kept in good condition. In case of exchange or return, these items will be evaluated.
- The person receiving the purchase should always verify the items in the order and the invoice at the time of delivery, and never accept a product with a broken seal. If there is any problem (broken seal, damage, missing item, or discrepancy between invoice and content), we recommend the customer refuse the delivery and not sign the receipt. Instead, they should write the reason for the refusal on the back of the invoice and delivery receipt and immediately contact our customer service.
- It is necessary for someone to be at the delivery location to receive the product. If the buyer is unavailable, they must inform the responsible person on how to proceed. The delivery can be made to third parties, such as doormen or relatives. After confirming everything is correct, the person receiving the item will need to sign the receipt with their full name and ID number.
- We are fully responsible for the quality of the products during the entire transportation process to the destination. Once the delivery is signed for, the responsibility for the product’s integrity immediately transfers to the person who received it. This also applies in the case of gifts delivered to third-party addresses.
RETURN DUE TO CHANGE OF MIND
For returns due to change of mind or cancellation, we offer a period of 7 (seven) calendar days from the receipt of the product at the delivery location.
The returned product must be in its original packaging, in perfect condition, and presented with the original receipt or the first copy of the invoice. It is also NECESSARY that the TAG has not been removed or tampered with. We reserve the right to refuse the return and send the product back to the customer if any item does not meet the required standards. In this case, return shipping will be the customer's responsibility.
If the product is in perfect condition, the full amount will be refunded after the product is received and analyzed in our Distribution Center.
DEFECTIVE PRODUCT
We offer our customers up to 7 (seven) calendar days after receiving the product to exchange defective items, in accordance with the Consumer Protection Code, upon presentation of the original receipt or first copy of the invoice, with the product in its original packaging and showing no signs of use.
The returned product will undergo an analysis, and if a manufacturing defect is found, a new product, identical or similar to the one purchased, will be sent to the customer. It is also NECESSARY that the TAG has not been removed or tampered with.
We reserve the right to refuse the return and send the product back to the customer if any item does not meet the required standards. In this case, return shipping will be the customer's responsibility.
EXCHANGE FOR SIZE OR COLOR OF THE SAME PRODUCT
To exchange a product for a different size or color, please contact our customer service within 7 (seven) calendar days of receiving the product. The new product will be sent within 7 business days after the receipt and analysis of the returned item in our logistics department, upon receipt of the original receipt or first copy of the invoice, provided the product and packaging are in perfect condition. It is also NECESSARY that the TAG has not been removed or tampered with.
For the first exchange, shipping costs will be covered by us. If the customer chooses to exchange the same order for additional items, shipping fees will be charged.
NOTE: WE DO NOT ACCEPT EXCHANGES DUE TO DAMAGE CAUSED BY MISUSE OF THE PRODUCTS.
GENERAL INFORMATION:
- The time frame for requesting an exchange is 12 (twelve) calendar days from the receipt of the product at the delivery location.
- The time frame for requesting a return/cancellation is 7 (seven) calendar days from the receipt of the product at the delivery location.
- Any requests for exchanges, returns, or cancellations for online purchases should be made through our Customer Service. Please contact us and provide your order number and/or buyer's CPF, as well as the involved products.
- In case of exchange, if the requested product is unavailable at the time of the request, we will cancel the order and provide a refund for the payment made.
- If any discrepancies are identified, signs of misuse, bad faith, lack of sales invoice(s), accessories, manuals, or any other item that came with the original packaging, we will be exempt from responsibility for fulfilling the customer’s request. The product will be returned to the delivery address without a refund, and the entire return process will be canceled.
