Refund Policy

Refund Policy

Orders are processed and charged on the date of purchase; therefore, you may request to withdraw from the purchase and cancel it after receiving the product, as provided by law in the Consumer Defense Code:

Art. 49 - The consumer may withdraw from the purchase within 07 (seven) days from the receipt of the product or service, whenever the contract for the supply of products and services is made outside a commercial establishment, especially by telephone or the internet.

The Right of Withdrawal, guaranteed by Art. 49, is met when the customer withdraws from a purchase made on the internet and must be requested within 7 calendar days after receiving the merchandise. In other words, the cancellation will only be carried out after receipt and if the stipulated deadline is met.

Therefore, to request a cancellation, you must wait to receive the purchase within the timeframe stipulated in our:

After receipt, the first step to receive your refund is to contact our Customer Service (SAC) within the appropriate timeframe, providing the order number and the apparent reason.

Our product exchange policy aims to provide customers with complete security regarding the products purchased in our store. According to the CDC (Consumer Defense Code), the request to cancel online purchases must be made within 7 business days/calendar days after the purchase date. In the event of withdrawal or regret, we guarantee your right.  

All our products have a 30-day warranty against manufacturing defects.

We also exchange products that arrived different from the one ordered by the customer.

If you receive one of our products with a manufacturing defect or different from the one you

 

 

ordered, follow the steps below to make an exchange:

If the product has any flaw or defect, contact us with your CPF, order number, the product to be returned, and the defect.

As soon as we receive your email, we will forward your request to our quality department for review. Authorization from this department is required to carry out a possible exchange. After the review, we will contact you with the decision and whether an exchange is necessary.

The timeframe to request an exchange for this reason is 30 days after receiving the product.

Please note that we will not carry out exchanges or refunds after this period.

 Inform our team about the problem by emailing us clear photos and videos of the defective product or the incorrect product you received within 3 days of receipt.

1.  Your complaint will be reviewed within a maximum of 2 business days and, if the problem is confirmed, we will contact you by email and you may choose one of the following alternatives:

• Receive a refund of the amount paid.
• Receive a new product identical to the one ordered.
• Receive a product of similar value.
• Receive a coupon with the value of the product to use on future purchases.

For a credit card refund, our finance department has a maximum of 7 business days to process it with the credit card operator, and the deadline for the balance to return to your credit card is up to 120 days, depending on the card operators and your billing cycle.

If it is necessary to issue a refund, it will be made to a checking account within a maximum of 07 business days after the quality review and can only be made to an account using the same CPF that was used on our website.

In the case of products returned without prior communication, outside the timeframe, with missing or incorrect items, or without the label or invoice, they will be sent back to the customers.

The same applies to exchanges rejected after the review of the products by our quality department. They will be sent back to the customers via Sedex collect, and the shipping cost for this return must be paid by the customer.

Attention: The Store is not responsible for shipping costs for returns followed by refunds, chargebacks, or exchanges for other products; this expense is the customer's responsibility.