Exchange and Refund Policy
EXCHANGE AND RETURN POLICY
General conditions
Art. 49 of the CDC:
“The consumer may terminate the contract within 7 days from the date of collection of the product or service, whenever the contract for the supply of products and services occurs outside the commercial establishment, especially by telephone or at home”.
EXCHANGE, RETURN AND WITHDRAWAL POLICY
Withdrawal or complaint only occurs when a purchase is made outside the commercial establishment. In this case, the consumer must express his/her interest in withdrawing from the purchase within 7 (seven) calendar days from the date of collection of the product; if the deadline is not respected, the consumer will be subject to loss of the right of resistance.
To return a product, it must be in perfect condition, without damage from improper use or physical damage (e.g.: dents, oxidation, discoloration of the purchased item, burnt component, use of inauthentic accessory). Please note: It is mandatory to return the product in its original packaging. Returns will only be accepted, for any reason, when the product packaging is returned without any variation/damage.
The exchange will be subject to the availability of the product in stock. If the product is not in stock, you can choose one of the following alternatives:
- Choose another product, paying or receiving back the difference in value, if any; or receive a refund of the amount paid. In addition, the customer may opt for store credit, using it for new purchases.
Resistance must be reported via contact email and our schedule will guide you on how to proceed.
After collecting the corresponding product(s) at our address, we will analyze it, if we are within the return standards, we will contact you again so that we can resolve the issue.
The amount refunded refers to the amount paid for the returned product(s), that is, taking into account discounts and/or promotions in effect on the website.
Example: If you purchased the “Buy three and get two free” promotion and paid R$479.70 for the products and within 7 days chose to cancel the promotion, the calculation is:
Amount paid: R$ 479.70 for 3 products
Unit price of the product: R$ 159.90
If you return 4 units, the amounts to be returned are:
R$ 479.70 - R$ 159.90 = R$ 319.80 return value
The amounts will be refunded, in full or in part, using the same payment method chosen for the purchase:
Credit Card: The card administrator will be notified and the refund will be made according to the timeframe stated in the card administrator's policy. The refund period and procedure for the customer depends on the card administrator's policy and may be on the next or subsequent statement.
Bank slip: if payment has not yet been made, the slip may be disregarded and its cancellation requested by Customer Service. However, if the slip has already been paid, the refund will be made by bank deposit within 15 business days, upon request, and may be made to the buyer's checking account (within 15 days) or savings account (within 15 days), which must be the account holder.
A fee of R$5.00 will be charged on the Available Electronic Transfer (TED) for each refund made by bank deposit.
For more information, please contact our Customer Service Department.
You must send your bank details, such as account, branch, bank, CPF, full name of the account holder, along with the email to speed up the entire process.
Attention: We are exempt from the obligation to fulfill requests for exchange or return of any product returned without communication to customer service, outside the deadline or without accompanying items/accessories.
DEFECT POLICY
If the purchased product is defective, it will be repaired or replaced with another one identical to the one described on your invoice, according to the following conditions:
Up to 07 (seven) days from the date of delivery of the product, you must contact our Customer Service Channel, via the contact email with the subject: “Product with manufacturing defect”.
After the 7-day period (counting the collection), you must contact the Customer Service Center for further information and deadlines.
We ask that you send a photo of the defective/incorrect product in advance, so that our team can analyze your case and speed up service.
Products with burnt/stuck/modified/adverse food to the original factory product due to lack of adaptation by the customer will not be accepted.
After collecting the email sent, we will contact the customer again to inform them of the procedure that should be taken.
The process of returning defective products is carried out using the company's internal procedures.
Will I have to pay for the exchange or return?
Exchanges made within 7 days after collection must contact the company's SAC for more information. When the customer cancels the purchase or requests an exchange, the shipping cost is waived by the customer and borne by our store.
EXCHANGE VOUCHER
When requesting an exchange, you can receive an Exchange Voucher for the same amount paid for the purchase, if there is no product at the time that interests you.
After the Exchange Voucher is released, you will receive an email with the number and validity. From that moment, you will be able to view and unlock the voucher.
IMPORTANT:
- the voucher expires one year after the collection date;
- the voucher is identified with the buyer's CPF, which prevents it from being used by third parties;
- If the value of the voucher is less than the new purchase, you can pay the difference by credit card or bank slip;
- If the value of the voucher is greater than the purchase value, you can use the difference in other purchases, as we do not refund amounts after the 7-day period from the collection of the product;
- If the purchase was paid in full with the voucher, payment confirmation will occur within 2 (two) business days.