Return and Exchange Policy
Our product exchange policy aims to provide customers with complete peace of mind regarding the products purchased from our store.
All our products come with a warranty against manufacturing defects.
We also exchange products that differ from the one ordered by the customer.
If you receive one of our products with a manufacturing defect or different from what you ordered, follow these steps to request an exchange:
If more than 7 business days have passed and the product has a defect or flaw, contact us with your CPF, order number, the product to be returned, and a description of the defect.
Once we receive your email, we will forward your request to our quality department for review. Authorization from this department is required for an exchange to be approved. After the review, we will contact you with our decision and let you know if an exchange is necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
Please note that we will not offer exchanges or refunds after this period.
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Your complaint will be reviewed within 7 business days at most. If a problem is confirmed, we will contact you by email, and you may choose one of the following options:
- 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 for the value of the product to use on future purchases.
In accordance with the CDC (Consumer Defense Code), a request to cancel online purchases must be made within 7 business/calendar days after the delivery date.
For credit card refunds, our finance department has up to 7 business days to process the request with the credit card company. Depending on the card issuer and your billing cycle, it may take up to 120 days for the credit to appear on your credit card.
If a refund is necessary, it will be issued to a checking account within 10 business days after the quality review. It can only be issued to an account registered under the same CPF used on our website.
Products returned without prior notification, outside the allowed timeframe, with missing or incorrect items, or without a label or invoice will be sent back to the customer.
The same applies to exchanges rejected after our quality department reviews the products. They will be sent back to the customer via Sedex collect, and the customer will be responsible for the return shipping cost.
Please note: The Store is not responsible for return shipping costs when a return is followed by a refund, chargeback, or exchange for other products; this cost is the customer's responsibility.
-Customs Duties and the Postal Service
Decree-Law 1,804/80 on imports CLEARLY states that all Brazilians have the right to import products worth up to $100 USD (U.S. dollars) without being charged any taxes. The vast majority of our products are priced WELL BELOW this amount and do not cause any issues of this nature with Customs.
In some cases, the "Tax Issues" status is related to ICMS Protocol 021/2011, which requires ICMS to be collected in the destination state. The tax is held by SEFAZ and will only be released after completing the necessary bureaucratic procedures. If your product is taxed, please contact us so we can assist you and TRY to minimize the tax charge.
If the charge is unavoidable and no other option can prevent payment, the final consumer will be responsible for it!
Please continue to monitor the delivery status using our tracking tool. Once it has been released, we will request priority delivery. We apologize for any inconvenience caused.
