Exchanges and Returns

Exchanges and Returns

The store cares about your satisfaction. If you chose a product in our online store and upon receiving it, it doesn't meet your expectations or has any defects, we guarantee your right to exchange or return under the following situations:

1 - Defective product: within 30 calendar days after receiving the product.

The first step is to contact our Customer Service Center, who will provide you with all the instructions on how to proceed with the return of the product.

Once our team receives the package, we will analyze the item to confirm if it meets the conditions for exchange or return. Once confirmed, you will have two options for your purchase:

Exchange: for any other product available in our stock.

Refund of the amount: receive a full refund of the price paid for the product.

The Store is not obligated to handle requests for exchange or return of products that are returned without prior notice, outside the established period, or without the corresponding items/accessories.

In accordance with the Consumer Protection Code, the deadline to resolve the exchange is up to 30 calendar days from the date of receipt of the product to verify if the request meets the requirements of the Exchange and Return Policy. If so, another product will be sent to the customer.

2 - I received the product, found a malfunction, and want to exchange it.

At the Store, we always seek total customer satisfaction. If you have received a product that meets the conditions mentioned above, send us an email to request the exchange, providing the order details (full name, order number, email) and explaining the reason. You can also contact our call center using the contact channels found at the bottom of the store.

It is important that you verify if the article meets the conditions mentioned in question "01". If so, you will be entitled to exchange.

3 - Do I have to pay for the exchange?

It depends. This may vary depending on what happened during the delivery process of your order. We evaluate each case individually to resolve the exchange in the best possible way and solve the problem. Therefore, exchanges may or may not have an additional cost. If the received product is damaged, all return costs will be borne by the Store. In situations where the exchange is due to dissatisfaction, such as the color of the item, the costs will be the customer's responsibility.

4 - I placed an exchange order and would like to know how long it will take to receive my new product.

Once we receive your exchange request, we will initiate a new shipping process. Therefore, the delivery times for a new purchase will apply, usually ranging from 20 to 45 days. You will also receive a new tracking code to track your order.

5 - I received the product, but the exchange period has passed. Can I still make the exchange?

Unfortunately, it is not possible. As we clearly indicate the deadline for the exchange, we cannot accept exchanges after the established period. Once 14 days have passed since the receipt, your purchase will no longer be available in our system. Therefore, we recommend that you check the product at the time of purchase to facilitate any necessary exchange.

6 - I didn't like my purchase very much, but I saw another product on the site that I really like. Can I exchange it for another product?

Yes, you can. If your purchase meets the requirements mentioned in "01", simply send an email to our Customer Service Center to request the exchange. In the exchange request, include the link of the chosen product, indicating the color and size of the item. If the value of the product is higher than the original, the difference will be charged to you through the carrier. If the value is lower, we will make the corresponding refund also through the carrier.

IMPORTANT: In this type of exchange, the shipping costs of the product to our distribution center will be borne by the customer. The Store undertakes to cover the exchange costs in case of defect or malfunction of the received product.

7 - I want to request an exchange, but I have changed my address. Can I change it to receive the exchange at the new address?

Yes, you can, but there are some conditions. You must inform us of this change when requesting the exchange. This way, we will update your address information.

8 - I want to request cancellation, but the product has already been shipped.

Yes, you can, but when the product arrives at your home, you must refuse to accept the delivery. The merchandise will be returned to our warehouse, and you will be refunded once the product has arrived at our warehouse.

Still have questions? We are here to help you, take advantage and contact us! 24/7 customer service - we usually respond within a few hours.