Exchanges and Returns
Return & Exchange Policy
The Store is committed to your satisfaction. If you chose your product in our online store and when you received it it was not what you expected or it arrived with a defect, we guarantee your right to an exchange or return in the following situations:
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1 - Defective product: Within 30 calendar days from receipt of the product.
The first step is to contact our Customer Service Center, which will provide all instructions on how to proceed with the return of the product.
Once our team receives the package, we will analyze the item to confirm that it meets the conditions for exchange or return. Once confirmed, we will proceed with the return process, and you will have two options regarding your purchase:
- Exchange: for any other product available in our stock.
- Refund: receive a full refund of the amount paid for the product.
The Store is exempt from the obligation to handle requests for exchange or return of any product returned without prior communication, out of time, or missing the accompanying items/accessories.
In accordance with the Consumer Protection Code, the period for resolving the exchange is up to 30 (thirty) calendar days from the date of receipt of the product, to verify that the request meets the requirements of the Exchange and Return Policy. If so, another product will be sent to the customer.
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2 - I received the product, found a malfunction, and want to exchange it.
The Store always seeks total customer satisfaction. If you received a product that meets the conditions mentioned above, send us an e-mail to arrange the exchange, including your order details (full name, order number, e-mail) and state the reason. Or contact our call center through the channels listed at the bottom of the store.
We emphasize that you must check whether the item complies with the conditions mentioned in question "01". If so, you will be entitled to the exchange.
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3 - Do I have to pay to make the exchange?
It depends. This may vary depending on what happened during the delivery process of your order. We evaluate cases individually in order to resolve the exchange in the best way possible. Therefore, exchanges may or may not have a cost. If the product received is damaged, the Store will bear all the costs of the return. In situations where the exchange is due to dissatisfaction, such as the color of the item, this cost will be passed on to the customer.
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4 - I requested an exchange and would like to know how long it will take to receive my new product.
As soon as we receive your order, we will start a new delivery process. Thus, the timeframes of a new purchase will apply, in this case, 20 to 45 days. You will also receive a new tracking code to track your order.
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5 - I received the product, but the exchange period has expired. Can I still exchange it?
Unfortunately, no. Since we explicitly indicate the exchange period, we cannot process the exchange after the established deadline. Your purchase, after fourteen days from receipt, will no longer be available in our system. Therefore, we recommend that you check the product at the time of purchase, thus facilitating a possible exchange.
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6 - I didn’t really like my purchase, but I saw another product on the site that I liked a lot. Can I exchange it for another product?
Yes, you can. If your purchase meets the requirements listed in "01", simply send an e-mail to our Customer Service Center to request an exchange. In the exchange request, send by e-mail the link of the chosen product, stating the color and size of the item.
If the new item costs more than the original, we will charge the difference through the carrier. If the value is lower, we will refund the difference also through the carrier.
IMPORTANT: For this type of exchange, the shipping costs of the product to our distribution center will be borne by the Customer. The Store is committed to covering the exchange costs when it is due to a defect or malfunction of the received product.
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7 - I want to request an exchange, but I have changed my address. Can I update it to receive the exchange at the new address?
Yes, you can, but please note some conditions. You must inform us of this change when requesting the exchange. That way, we will update the address with your new details.
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8 - I want to request a cancellation, but the goods have already been shipped.
Yes, you can, but when the goods arrive at your home, you must refuse delivery of the product. The goods will return to our warehouse, and we will refund the amount once the product arrives at our warehouse.
Do you still have any questions? We are here to help you — take advantage and talk to us!
Customer Service 24/7 – we usually respond within a few hours.