In most cases, we issue refunds when the order reaches the recipient. The usual delivery time is 5 to 12 business days via Correios. Once received, our team contacts the customer to process the refund.
If the purchase was made via bank slip ("boleto"), the refund will be processed through the payment platform listed on the site, which is also shown on the issued boleto. For credit card purchases, the refund will appear on the next billing statement after the receipt has been submitted via the Help Center.
ATTENTION: If the customer is not at home to receive the product or if the provided address is invalid/incorrect, the product will be sent to a Correios agency for pickup. If the customer does not collect it within the 7-day period established by Correios, the refund will not be processed, as this falls under the 7-day rule defined by the Consumer Defense Code (CDC). In these cases, the product will be resent to the same or a new address provided by the customer.
If the customer is not satisfied with the purchase, they have up to 7 days from receipt to contact the company and inform that they do not wish to keep the product.
We do not cover damages caused during transportation. To receive a full refund, returned products must be in new condition (no defects, scratches, damage, etc.), with all original packaging, manuals, and accessories.
For damaged products, the customer must contact the Help Center within 30 days of receiving the order. We ask in advance that they send photos and, in the case of electronic products, videos of up to 2 minutes showing the defect. For other items, photos are required.
Customers must inform the Help Center in advance whether they want an exchange for another product (if still available on the site) or a refund.
For both types of returns, the product must be sent back via Correios in the same condition as it was received.
You must send a photo of the product in the box at the time of shipping, the shipping receipt with the tracking code clearly visible, and the address label attached to the top of the box. The shipping method must be PAC.
