The exchange or return period is:
- Up to #politica_troca_devolucao_prazo_dias_devolucao# calendar days to cancel your purchase
- Up to #politica_troca_devolucao_prazo_dias_troca# calendar days to exchange a product for reasons related to size and/or color
- Up to #politica_troca_devolucao_prazo_dias_defeito# calendar days in the event of a manufacturing defect
Important: The periods above are counted from the day you receive your product.
To request a exchange and/or return of any item of your order, the product:
- Must be returned in its original packaging
- May not feature signs of use or washing, or have any odors
- Cannot have been altered by the customer (e.g. hem, cuff adjustments, etc.)
- Must have all of its labels intact
- Must be sent together with the electronic invoice (“DANFE”)
Requesting an exchange or return is very easy!
Log in to your account on our website, click on the "MY ACCOUNR" menu, then click on the "CUSTOMER SERVICE" tab. Once on this page, click "CREATE NEW" to make your request. Follow this link for a step-by-step guide to this process.
For exchanges due to product defects, it is extremely important to provide a detailed description of the faults in the "Message" field.
Note: Products returned without a completed form or without speaking to customer service, after the deadline, or with missing parts, will be returned to the customer without notice.
Once #politica_nome_empresa# has confirmed receipt of the product(s), an analysis will check if all the prerequisites established for exchanges have been met. Once approved, the goods will be exchanged within #politica_prazo_troca_reembolso#.
In the event of an exchange request for which the same product is no longer available, #politica_nome_empresa# reserves the right to provide a refund according to the REFUND conditions below.
When returning or exchanging your product(s), a refund can be made in the following ways:
If payment has been made by credit card, the refund may be issued directly to your credit card or issued in the form of #politica_creditos_empresa# (#politica_creditos_cupom#) to your online store account for a new purchase. Please note that credit card companies take #politica_prazo_estorno_cartao_credito# to add the refund to your bill.
If payment has been made by bank slip, the refund may be issued directly to your current account or issued in the form of #politica_creditos_empresa# (#politica_creditos_cupom#) to your online store account for a new purchase. Refunds may take up to #politica_prazo_troca_reembolso# and can only be issued to a current account in the name and Individual Taxpayer Registration Number (CPF) of the original buyer.
If payment has been made using #politica_creditos_empresa# (#politica_creditos_cupom#), you will not be able to use them again and the value of the refund will be the difference paid by the customer. The same conditions apply for products bought on sale and during special promotions: if a product was purchased at a lower price, the value of the refund will be the amount paid, regardless of the value of the product at the time of its return.
#politica_creditos_empresa# (#politica_creditos_cupom#) are valid for up to one (1) year.
For returns, a refund will be issued for the total cost of the returned product(s), plus shipping.
For exchanges with products of a lesser value, the difference between the products will be refunded in the form of #politica_creditos_empresa# (#politica_creditos_cupom#). For exchanges with products of a greater value, you can pay the difference using the existing payment methods in the site agreed with #politica_nome_empresa# during this process.
Remember that the preferred refund method will be the same as that used by the customer to make the purchase.