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returns and Exchanges

If you need help with your order, just ask and we will promptly assist you.

You may request an exchange for any product of equal value to what you paid for the original product. Products on sale will not be available for exchange, however, you can request a return within 7 calendar days of receipt. If you want an item of greater value in exchange, you can pay the difference, just indicate in the description of the email:

– To request an exchange* or return, contact us via email: [email protected]

Then we will get back to you. Keep track of inboxes, junk mail, and spam.

This exchange policy is provided at will of the store, it can be deactivated at any time without prior notice. Check the availability of exchanges for your order during the period of your purchase.

What is the deadline to request an exchange or return?

The deadline for requesting an exchange is up to 30 calendar days after the date of receipt of the product in the order tracking code.
As for a return (refund of the amount paid), the deadline is 7 calendar days after the date of receipt of the product in the order tracking code.

– No signs of use, with original label and all accessories accompanied by the purchase invoice.
– Items in the returned package must undergo an analysis by the quality sector upon receipt by our Distribution Center. This procedure can take up to 20 business days to complete.
– The request for exchange and/or refund will only be released after approval by our quality department.
– If the item fails the quality inspection, the product will be returned to the customer without prior notice and the exchange/and/or refund will be denied.

After receiving the return of the form that our customer service will forward via e-mail, make a note of your reverse logistics number, as this is how you will post it to the Post Office.
To dispatch an exchange/and/or return, simply pack the product with the invoice in any package where it is sealed and secure, in order to avoid loss of items. You don’t need to fill in any shipping address on the package, all the recipient information will be available to the Post Office in the reverse logistics code.
Take the package to the Post Office and present the reverse logistics code received via email, keep with you the postage receipt that you will receive from the Post Office. It contains tracking to follow the path of your package to us.
Now all you have to do is wait for your exchange/and/or refund to be received. We will get back to you within 20 business days via tickets in the open call on the service platform and consequently via email.

If you have already requested the exchange and completed the form, you can send it to the post office within 10 calendar days after receiving the email with the return logistics. It is important to know that only one return logistics code will be issued per exchange, if you miss the posting deadline, you will lose the right to exchange.
If the product you want to exchange is out of stock, you can get a credit on the site for the same amount you paid for your item to make a new purchase.

For personalized products, exchange and return options are not available, except in cases of defects previously found in manufacturing or errors in customization. Remembering that the maximum period for returning these products in the case of defects is up to 90 days from the date of receipt located with the carrier’s tracking code.

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