Refund Policy

General Conditions

All incidents involving exchanges, returns, and refunds must be made within 30 calendar days from the delivery date and must be communicated through our email. 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.

Refund of the paid amount

The Store will refund the amounts paid using the same payment method chosen during the purchase process.

The timeframe for the refund will depend on the card administrator. If the refund only applies to part of the order, the refund will be made by bank transfer to the account of the purchaser (according to the rules indicated below).

It is necessary that the DOCUMENT of the account holder is the same as that of the order (customer's DOCUMENT). If the buyer does not have a current account that meets the mentioned conditions, the deposit or transfer will be made to the current account of their father or mother.

The refund will only be processed after receiving and analyzing the product(s) at the Distribution Center.

• If the product is in transit, it is necessary to wait for it to arrive before processing the refund. The return will only be processed after receiving and analyzing the product(s) at the Distribution Center.

The Store is committed to your satisfaction. If you chose a product in our virtual store and upon receiving it, it was not as expected or had any defects, we guarantee the right to exchange, return, or refund under the following situations:

1 - Defective product: within 30 calendar days from the receipt of 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, we will proceed with the return process, and you will have two options for your purchase:

Exchange: for any other product available in our stock. Refund of the amount: you will receive a full refund of the amount 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.

The Store always seeks total customer satisfaction. If you 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, phone, and DOCUMENT) and indicating the reason. You can also contact our customer service through the channels indicated at the bottom of the store.

We want to highlight that you must verify if the item 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, the exchange may or may not have an additional cost. If the received product is damaged, the 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 additional cost will be the customer's responsibility.

4 - I requested an exchange, how long will it take to receive my new product?

Once we receive your order, we will initiate a new delivery process. Consequently, the deadlines for a new purchase will apply, 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 a possible exchange.

6 - I am not satisfied with my purchase, but I found 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 and indicate the color and size of the item. If the product has a higher value than the original, the difference will be charged to you through the carrier. If the value is lower, the corresponding refund will also be made 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 update it to receive the exchange at the new address?

Yes, you can, but please consider 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.

Do you still have any questions? We are here to help you, take advantage and contact us! Our customer service is available 24 hours a day, 7 days a week. Normally, we respond within a few hours.