The Store is committed to your satisfaction. If you chose your product from our online store 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 from the receipt of the product.
The first step is to contact our Customer Service Center, where you will receive all instructions on how to proceed with the return.
Once our team receives the package, we will inspect the item to confirm it meets the conditions for an exchange or return. If confirmed, we will proceed with the return process, and you will have two options regarding your purchase:
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Exchange: For any other product available in our stock.
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Refund: Receive a full refund of the amount paid for the product.
The Store is not obliged to fulfill requests for exchange or return of any product returned without prior notice, outside the time limit, or missing any accompanying items/accessories.
According to the Consumer Protection Code, the resolution period for an exchange is up to 30 calendar days from the date of receipt, to verify that the request meets the requirements of the Exchange and Return Policy. If so, another product will be sent to the customer.
2 – I received the product, found a malfunction, and want to exchange it.
If the product meets the conditions mentioned above, send us an email with your order details (full name, order number, email) and the reason for the exchange, or contact our customer service via the channels listed at the bottom of the store’s website.
3 – Do I have to pay for the exchange?
It depends. This varies according to the circumstances during the delivery process. We evaluate each case individually to provide the best possible resolution. Exchanges may or may not have a cost:
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If the product arrived damaged, all return shipping costs will be covered by the Store.
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If the exchange is due to dissatisfaction (e.g., color of the item), the cost will be charged to the customer.
4 – I have requested an exchange and want to know when I will receive my new product.
Once we receive your returned item, we will start a new delivery process. Standard delivery times apply — 20 to 45 days — and you will receive a new tracking code.
5 – I received the product but missed the exchange period. Can I still exchange it?
Unfortunately, no. As the exchange period is clearly stated, we cannot process exchanges after the deadline. We recommend checking your product upon delivery to ensure any potential exchange can be made within the time frame.
6 – I didn’t like my purchase, but I saw another product on the website that I really like. Can I exchange it for that one?
Yes, as long as your purchase meets the requirements in “01.” Simply email our Customer Service Center to request the exchange, including the link to the chosen product and specifying color and size.
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If the new item costs more, the price difference will be collected by the carrier.
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If it costs less, the difference will be refunded, also via the carrier.
Important: For this type of exchange, the cost of shipping the product back to our distribution center will be paid by the customer. The Store will cover the cost only in cases of defect or malfunction.
7 – I want to request an exchange, but I’ve changed my address. Can I receive the replacement at the new address?
Yes, but you must inform us of the new address at the time of requesting the exchange so we can update the delivery details.
8 – I want to cancel my order, but the product has already been shipped.
Yes, you can, but when the order arrives at your address, you must refuse delivery. The product will be returned to our warehouse, and the refund will be processed once it arrives.
Still have questions?
We are here to help — contact us anytime!
24/7 Customer Service — we usually respond within a few hours.