Refund Policy
Our product exchange policy aims to provide customers with complete security regarding products purchased in our store.
All of our products are guaranteed against manufacturing defects.
We also exchange products that are different from the ones ordered by the customer.
If you receive a product from us with a manufacturing defect or different from the one you ordered, follow these steps to exchange it:
If the 7 business days have passed and the product has a defect or flaw, contact us, providing your CPF, order number, the product to be returned and the defect.
As soon as we receive the email, we will forward your request to our quality department for verification. Authorization from this department will be required for a possible exchange to be made. Once the analysis has been carried out, we will get back to you with our opinion and whether an exchange is necessary.
The deadline for requesting an exchange for this reason is up to 90 days after receiving the product.
Please note that we will not exchange or refund after this period.
Your complaint will be analyzed within a maximum of 7 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following alternatives:
Receive a refund of the amount paid.
Receive a new product identical to the one ordered.
Receive a product of similar value.
Receive a coupon with the value of the product to use in future purchases.
According to the CDC (Consumer Defense Code), the request to cancel online purchases must be made within 7 business/calendar days after the date of receipt.
For credit card refunds, our finance department has a maximum period of 7 business days to process the refund with the credit card operator and the deadline for the balance to be returned to your credit card is up to 120 days according to the card operators and depends on the closing of your statement.
If a refund is necessary, it will be made to a checking account within a maximum period of 10 business days after the quality analysis and can only be made to an account with the same CPF that was used on our website.
In the case of products returned without prior communication, after the deadline, with missing or divergent items, without the label or invoice, they will be sent back to the customer.
The same applies to exchanges rejected after the products have been analyzed by our quality department. They will be sent back to the customer by Sedex, collect, and the shipping for this return must be paid by the customer.
Attention: Our Ferreira Outlet store is responsible for the shipping cost for exchanges