Exchanges and Returns
Hello! Here are some tips in case you need to exchange or return one of our products.
Return Policy
If you received a product and are not satisfied or regret the purchase, you can request a return for a refund within 7 (seven) calendar days. To do so, the order must be in its original packaging, with no signs of use, and include all items and accessories received. To request a return, simply send an email or a WhatsApp message stating your order number and attaching images of the product demonstrating that it has not been used.
Exchange Policy
If you received a product different from the one purchased on our website or if an accessory is missing, please contact us via email or WhatsApp. This request must be made within a maximum of 7 (seven) calendar days after receiving the product.
To prove the error, we request that photos of the received product be sent, along with the order number. We will analyze the photographs and, once the error is confirmed, we will initiate the exchange procedure at no additional cost to the customer.
Exchange and Return Conditions
For an exchange or return to be processed, the product must meet the following requirements:
- Show no signs of use, stains, dirt, sweat, or deterioration;
- Preserve the internal packaging and original labels attached to the item;
- Respect the following deadlines: 7 (seven) calendar days in cases of order errors or withdrawal from purchase, counting from the date the merchandise was received.
To exchange a product, please contact us via email or WhatsApp, attaching the necessary evidence, and we will provide the exchange instructions.
Refund Methods
Check the available options for refunds below:
- Partial or full refund - Credit Card payment: After the product is received at our Distribution Center and the return is approved following an item analysis, the store will send the refund request to the credit card issuer within 7 (seven) business days. The issuer, in turn, has its own timeframe to process the request according to its specific policy. Exclusive to credit card payments, the partial or full refund procedure will follow the card issuer's rules and may take one to two months to appear on your statement, depending on your billing cycle.
- Partial or full refund - PIX payment: After the product is received at our Distribution Center and the return is approved following an item analysis, the store will process the refund within 7 (seven) days to the payment processor account, and you may request a withdrawal.
- Partial or full refund - Boleto (Bank Slip) payment: After the product is received at our Distribution Center and the return is approved following an item analysis, the store will process the refund within 7 (seven) days to the payment processor account, and you may request a withdrawal.