Exchanges and Returns

The Store is committed to your satisfaction. If you chose your product in our online shop and, upon receiving it, it was not as expected or arrived with a defect, we guarantee your right to an exchange or return in the following situations:

1 - Defective product: Within 30 calendar days of receiving the product. The first step is to contact our Customer Service Centre, which will provide all instructions on how to proceed with the return of the product. Once our team receives the package, we will analyse the item to confirm it meets the conditions for exchange or return. Once confirmed, we will proceed with the return process, and you will have two options regarding your purchase:

• Exchange: For any other product available in our stock.

• Refund: Receive a full refund of the amount paid for the product.

The Store is exempt from the obligation to fulfil requests for exchange or return of any product returned without prior communication, outside the deadline, or with the absence of accompanying items/accessories. In accordance with the Consumer Protection Code, the deadline for resolving an exchange is up to 30 (thirty) calendar days from the date the product is received, to verify that the request meets the requirements of the Exchange and Return Policy. If so, a replacement 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 fits the conditions mentioned above, please send us an email to proceed with the exchange, including the order details (full name, order number, email) and stating the reason. Alternatively, contact the call centre via the channels provided at the bottom of the shop. Please note that you must check if the item complies with the conditions mentioned in question "01". If it does, you will be entitled to an exchange.

3 - Do I have to pay for the exchange? It depends. This may vary according to what occurred during the delivery process of your order. We evaluate cases individually to resolve the exchange in the best possible way. Therefore, exchanges may or may not incur a cost. If the product received is damaged, the Store will bear the full cost of this return. In situations where the exchange is due to dissatisfaction, such as the colour of the item, this cost will be passed on to the customer.

4 - I have made an exchange request and would like to know how long it will take to receive my new product. As soon as we receive your request, we will initiate a new delivery process. Thus, the delivery times for a new purchase will apply, in this case, 20 to 45 days. You will also receive a new tracking code to track your order.

5 - I received the product, but the exchange deadline has passed. Can I still make an exchange? Unfortunately, no. As we explicitly state the deadline for exchanges, we cannot process them after the established period. Once fourteen days have passed since 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 didn’t really like my purchase, but I saw another product on the site that I liked a lot. Can I exchange it for another product? Yes, you can. If your purchase meets the requirements stated in "01", simply send an email to our Customer Service Centre to request an exchange. In the exchange request, include the link to the chosen product via email, stating the colour and size of the item. If the product has a higher value than the original, we will send an additional charge via the carrier. If the value is lower, we will issue a refund of the difference, also via the carrier. IMPORTANT: For this type of exchange, the shipping costs of the product to our distribution centre will be borne by the customer. The Store undertakes to cover exchange costs when it is due to a defect or malfunction of the product received.

7 - I want to request an exchange, but I have changed my address. Can I change it to receive the replacement at the new address? Yes, you can, but please note certain conditions. You must inform us of this change when you request an exchange. We will then update the address with your new details.

8 - I want to request a cancellation, but the goods have already been sent. Yes, you can do this, but when the goods arrive at your home, you must refuse delivery of the product. The goods will return to our warehouse, and we will refund the amount once the product arrives back at our facilities.

Still have any questions? We are here to help; feel free to get in touch! Customer Service 24/7 – we usually respond within a few hours.