Refund Policy

Refund Policy

General Conditions

All incidents involving exchanges, returns, and refunds must be communicated via email within 30 calendar days from the delivery date. The Store is not obligated to process requests for exchanges or returns of any product that has not been communicated, is out of time, or is missing accompanying items/accessories.

Refund of Amount Paid

The Store will refund the amounts paid using the same payment method chosen during the purchase process. The refund timeframe depends on the card administrator. If only part of the order is being refunded, the refund will be processed via bank transfer only to the account holder (according to the guidelines below).

It is essential that the DOCUMENT of the account holder matches that of the order (CUSTOMER DOCUMENT). If the buyer does not have a checking account that meets these conditions, the transfer will be made to a parent's account.

Refunds will only be processed after receiving and analyzing the product(s) at the Distribution Center. If the product is in transit, please wait for it to arrive before processing the refund.

The Store is committed to your satisfaction. If you selected a product from our online store and it was not as expected or arrived with a defect, we guarantee your right to exchange, return, or refund under the following situations:

1. Defective Product

  • Timeframe: 30 calendar days from the receipt of the product.
  • Process: Contact our Customer Service Center for instructions on how to return the product. Once received, we will analyze the item to confirm it meets the conditions for exchange or return. If confirmed, you can choose:
    • Exchange: For any other product available in our stock.
    • Refund: Full refund of the amount paid for the product.

2. Product Malfunction

If you received a product that is not functioning as described, please email us with your order details (full name, order number, email, phone, and DOCUMENT) to request an exchange. Alternatively, contact our Customer Service through the channels provided at the bottom of the store.

3. Do I Have to Pay for the Exchange?

It depends. This may vary based on the delivery process of your order. We evaluate cases individually to resolve the exchange in the best possible way. Exchanges may or may not incur a cost. If the received product is damaged, the Store will cover all costs. If the exchange is due to dissatisfaction (e.g., color), the cost will be charged to the customer.

4. How Long Until I Receive My New Product?

Upon receiving your request, we will initiate a new delivery process. The timeframe for this will be 20 to 45 days, and you will receive a new tracking code.

5. I Missed the Exchange Deadline. Can I Still Exchange?

Unfortunately, no. As explicitly stated, we cannot process exchanges after the established deadline. Your purchase will not be available in our system after 30 days from receipt. We recommend checking the product upon receipt to facilitate any potential exchange.

6. I Didn't Like My Purchase, But I Found Another Product I Like. Can I Exchange It?

Yes, you can. If your purchase meets the requirements mentioned in "01," simply email our Customer Service Center to request an exchange. Include the link to the new product, indicating color and size. If the new product is more expensive, we will charge the additional cost via the carrier. If it is cheaper, we will refund the difference also through the carrier.

IMPORTANT: For this type of exchange, shipping costs to our distribution center will be the customer’s responsibility. The Store commits to covering exchange costs when due to defects or malfunctions of the received product.

7. I Want to Request an Exchange, but I've Changed My Address. Can I Update It?

Yes, but please inform us of this change when requesting the exchange so we can update your details.

8. I Want to Cancel My Order, but the Merchandise Has Already Been Shipped.

Yes, you can do this. When the merchandise arrives at your home, you should refuse delivery. The merchandise will return to our warehouse, and we will refund you once it arrives back.