Exchange or Return Request
Any request for an exchange or return must be communicated to the Customer Service Centre in order to receive detailed instructions about the process. Contact details for our Customer Service Centre can be found in the website footer or on the Contact Us page.
Conditions for Exchange, Return, or Right of Withdrawal
The maximum period is 7 days after receiving the product.
The merchandise must be returned in the same condition in which it was delivered, meaning: original manufacturer seals intact, in the original packaging, and with all accessories included with the product. It is important to note that the product box must also be in perfect condition; the packaging must not be damaged or tampered with.
Please note that the product must not have been used.
Shipping for Exchange, Return, or Right of Withdrawal
The return shipping cost will be the responsibility of the online store, with no additional cost to the customer.
The customer must request the exchange, return, or right of withdrawal within a maximum of 7 days after receiving the merchandise.
The return shipping process will be explained by our customer service team and will depend on the quantity and size of the product being returned.
Attention: Upon arrival, the product’s condition will be analysed. If any signs of use are identified, the exchange or return may be refused, and the product will be sent back to the customer.
Refund to Credit Card
After the product is received at our Distribution Centre and the return or exchange is approved following item inspection, we will submit the refund request to the credit card provider. The card issuer will then process the request according to its own policies and timeframes.
The refunded amount may appear on future statements, depending on the credit card provider’s policy.
Refund via Bank Slip, Pix, or Bank Transfer
The refund will be processed after the return is approved following item inspection at our Distribution Centre and will be made via reimbursement to a current or savings account.
At the time of requesting the exchange or return, bank account details must be provided.