All issues involving exchanges, returns, and refunds must be submitted within 30 calendar days of the delivery date and must be communicated to us via email. The Store is exempt from the obligation to process exchange or refund requests for any product returned without notification, outside the deadline, or missing the accompanying items/accessories.
The Store will refund the amounts paid using the same payment method chosen during the purchase process.
The refund period will depend on the card issuer. If the refund is for only part of the order, the refund will be issued by bank transfer to the account of the purchaser only (according to the rules outlined below).
The account holder's ID must be the same as the order ID (customer ID). If the buyer does not have a checking account that meets the above conditions, the deposit or transfer will be made to the parent's checking account.
Refunds will only be processed after the product(s) have been received and inspected at the Distribution Center.
*If the product is in transit, please wait until it arrives to process the refund. The refund will only be processed after the product(s) have been received and analyzed at the Distribution Center.
The Store is committed to your satisfaction. If you selected your product from our online store and upon receiving it, it wasn't what you expected or arrived with a defect, we guarantee your right to exchange, return, or refund it in the following situations:
The first step is to contact our Customer Service Center, where you will receive instructions on how to return the product.
Once our team receives the package, we'll analyze the item to confirm that it qualifies for an exchange or return. Once confirmed, we'll proceed with the return process, and you'll have two options regarding your purchase:
Exchange: For any other product available in our stock. Refund: You will receive a full refund of the amount paid for the product.
The Store is exempt from the obligation to respond to requests for exchange or return of any product returned without notification, outside the deadline, or without the accompanying items/accessories.
In accordance with the Consumer Protection Code, the exchange process must be completed within 30 (thirty) calendar days from the date of receipt of the product, to verify that the request meets the requirements of the Exchange and Return Policy. If so, another product will be sent to the customer.
The store always strives for complete customer satisfaction. If you received a product that meets the conditions mentioned above, please email us for an exchange, including your order details (full name, order number, email, phone number, and ID) and the reason. Or contact our customer service team through the channels indicated at the bottom of the store.
We emphasize that you must check whether the part meets the conditions mentioned in question "01." If it does, you will be entitled to an exchange.
It depends. This may vary depending on what happened during the delivery process of your order. We evaluate each case individually to best resolve the exchange and resolve the issue. Therefore, exchanges may or may not incur an exchange fee. If the product received is damaged, the entire cost of the return will be the store's responsibility. In situations where the exchange is due to dissatisfaction, such as the color of the item, this cost will be passed on to the customer.
As soon as we receive your order, we will begin a new delivery process. This will extend the delivery time for a new purchase, in this case, from 20 to 45 days. You will also receive a new tracking code to monitor your order.
Unfortunately, no. As we explicitly state the exchange deadline, we cannot exchange your order after the established deadline. Your purchase will no longer be available in our system after fourteen days from receipt. Therefore, we recommend checking the product at the time of purchase to facilitate a possible exchange.
Yes, you can. If your purchase meets the requirements stated in "01," simply email our Customer Service Center to request an exchange. In the exchange request, please email the link to the chosen product, including the color and size. If the product is valued higher than the original, we will charge the additional fee through the carrier. If the value is lower, we will also reverse the amount through the carrier.
IMPORTANT: For this type of exchange, the shipping costs of the product to our distribution center will be borne by the Customer. The Store undertakes to cover the exchange costs when the exchange is made due to a defect or malfunction of the product received.
Yes, you can, but please note some conditions. You must inform us of this change when you request an exchange. This way, we will process the address change with your new information.
Yes, you can, but once the merchandise arrives at your home, you must refuse to accept it. The merchandise will be returned to our warehouse, and we will refund you once it arrives at our warehouse.
Still have any questions? We're here to help, so don't hesitate to contact us! 24/7 customer service - we usually respond within a few hours.