Exchange and Return Policy

How do I exchange a product?

Our exchange and information policy follows the guidelines of the Brazilian Consumer Protection Code (CDC).

For both exchanges and returns, you must follow the procedure below.

You can exchange/return any product within 30 calendar days from the date of collection.

*The product must be returned in its original packaging, in the same condition as it was sent, and must not contain any signs of use.*

*If the customer contacts us after the 30-day period following order pickup, the customer will be responsible for handling the return shipping costs.*

EXCHANGE AND RETURN CONDITIONS

The product to be returned must be in its original packaging with all accessories and the purchase invoice. All returned products undergo an analysis by our team upon arrival at our office, which may take up to ten business days. The desired product for exchange and/or the refund will only be released after approval by our team. If any complaint or damage to the product is identified, we will not accept the return and will return the product for further processing without prior notice.

CUSTOM ITEMS

It is not possible to exchange or cancel any personalized product that is not defective, due to the product's personalization. If your personalized item has a defect in the product or the personalization, please follow the exchange and return procedure.

What are the deadlines for exchanges?

You can request an exchange of your products within 30 calendar days from the date of order collection. The product must not show signs of use, must be in its original packaging or wrapped in brown paper, accompanied by the DANFE (Auxiliary Document of the Electronic Invoice) and all seals, labels, accessories and manuals.

After requesting an exchange, how long will it take to receive my order?

Our exchange times may vary depending on the item purchased and the product collection/delivery location. In general, the average processing and approval time for an exchange request is up to ten business days from the date the product is collected from our factory. After this date, the delivery time is the same as the initial order; to find out the delivery time, simulate it on the website.

RETURN PROCEDURE

The product return will be processed via mail through the Post Office. You will receive instructions via email for shipping the product. The product must be properly packaged, according to Post Office regulations. The procedure is simple and speeds up the exchange process. Please note that the purchase of the new item or the refund, if applicable, will be processed after the product is returned to our office.See here for a list of authorized Post Office locations:  

REFUND OF AMOUNTS

The refund of amounts paid by the customer will be processed using the same method chosen for the initial purchase, minus the shipping cost. Credit card: In the case of purchases made with a credit card, the refund of the total or partial amount will be processed as a credit to the card within 2 billing cycles after the return request. Bank slip: Refunds for purchases made via bank slip will be processed as a reimbursement to the account holder's bank account within 10 business days after cancellation. Third-party accounts will not be accepted. Important: The refund will only be processed after the product(s) have been collected and their condition analyzed at our office, and in accordance with the exchange or return conditions. The product must not show any signs of use.