Exchanges and Returns: How to Proceed Safely and Easily
Making a purchase online or in a physical store is always an experience we hope will be positive. However, unforeseen events can happen, whether with the size, model, or even the quality of the product. Therefore, understanding how exchanges and returns work is fundamental to guaranteeing your rights as a consumer and facilitating the process.
Why is Knowing the Exchange and Return Policy Important?
Knowing exactly what your rights are and the procedures for exchanging or returning a product helps avoid frustration and ensures a transparent and secure shopping experience. Furthermore, Brazilian law protects the consumer, especially in e-commerce, giving you the right to withdraw from the purchase within 7 days of receiving it.
How to Exchange or Return Products?
Online Support (From Home)
How to proceed: Send an email to [email protected] with your information and the reason for the exchange or return.
Deadline: Up to 7 days after receiving the product.
Process: Our team will contact you as soon as possible to guide you through the next steps, such as sending the product and choosing a new item or refund.
Important: The product must be sealed (when applicable), in perfect condition and accompanied by the original packaging.
Deadline for Exchanges and Returns
As provided for in our policy and in accordance with the Consumer Protection Code:
Exchanges and returns can be requested up to 7 days after purchase.
For purchases made online, the withdrawal period is up to 7 days after receiving the product.
Defective products can be claimed within 90 days, according to the CDC.
Conditions for Exchange and Return
For the process to be accepted, it is necessary that:
The product is in perfect condition, without signs of use or damage.
The original packaging and all accessories are included.
The ticket or invoice is presented as proof of purchase.
The product has not been personalized or custom-made, except in cases of defect.
Step-by-Step Guide to Online Exchange or Return
Send an email to [email protected] with the following information:
Order number.
Full name and contact phone number.
Reason for exchange or return.
Wait for a response from the support team with detailed instructions.
Prepare the product for shipment as instructed.
Send the product to the indicated address.
After receiving and analyzing the product, the procedure will be confirmed:
Exchange for another item.
Refund of the amount paid (when applicable).
Practical Examples
Example 1: You bought a t-shirt that was too small. By taking the product and the receipt to the physical store, you can exchange it for a larger size immediately.
Example 2: You bought a shoe online and didn't like the model. By sending an email to support, you can request a return and refund within the legal timeframe.
Consumer Rights Guaranteed by Law
According to the Consumer Protection Code (CDC):
The consumer can cancel the purchase within 7 days of receiving it, especially in online purchases.
Defective products have a warranty of up to 90 days for claims.
Exchanges due to dissatisfaction generally depend on the store's policy, but we offer this facility for your satisfaction.
Tips to Facilitate Exchanges or Returns
Always keep your proof of purchase.
Check the product as soon as you receive it.
Contact us as soon as possible to avoid missing deadlines.
Pack the product carefully to avoid damage during transport.
Conclusion
Our exchange and return policy was designed to guarantee your satisfaction and security in all purchases. Whether in person or online, we are ready to help with fast and transparent service. Don't hesitate to contact us to clarify any doubts!
Want to know more? Always consult our customer service for updated and personalized information.
