Product exchanges will only be processed if they are in perfect condition, as shipped from our warehouse: with original packaging and no signs of misuse.
According to Article 49 of the Consumer Protection Code, the deadline to request an exchange or return is up to 7 calendar days, starting from the day after receiving the order.
Exchange Process
The product must be returned to our warehouse, where it will be analyzed by our team.
The deadline for the analysis is up to 4 business days after confirmation of receipt.
If the product does not meet the conditions stated, it will be returned without prior notice.
The total processing time may vary depending on:
The pickup and delivery region.
The delivery time at the post office.
If the desired product for exchange is no longer in stock, a credit will be issued in the form of a discount coupon for use on a new purchase.
Important: Keep the packaging used for shipping to ensure product protection and prevent damage during transit.
Return Methods
Postal Service: A Postage Authorization will be provided.
Carriers: A pickup will be scheduled at the same delivery address.
Damage
It is essential to check the condition of the packaging and product(s) upon delivery.
If the order is delivered by carrier, this inspection must be done immediately with the delivery person.
If any damage is found to the packaging or product:
Refuse delivery.
Record the incident on the back of the invoice or proof of delivery.
Contact our Customer Service Center immediately.
If the delivery is made by post and the damage is not visible on the packaging, send an email with:
Order number in the subject line.
Photo of the damaged product in the body of the message.
Product Not in Accordance with Order
Did you receive a product different from what you ordered?
If you identify an error upon delivery, refuse delivery and note the error on the back of the invoice or proof of delivery.
Then contact our Customer Service Center.
If you notice an error after receiving the product, contact us immediately, within 7 calendar days.
Returns
According to Article 49 of the Consumer Protection Code, the deadline for returning a purchase or product is 7 calendar days from receipt.
Returns will only be accepted if the product is:
In its original packaging.
With complete manual and accessories.
With no signs of use.
The product will undergo an analysis by the responsible team within 4 business days of receipt.
If it does not meet the required conditions, it will be returned to the customer without prior notice.
The total processing time may vary depending on the region and shipping method.
Return Methods
By Post Office: A Postage Authorization will be provided.
By Courier: A pickup will be scheduled at the delivery address.
After receipt and review:
The amount may be refunded to the original payment method, or
Converted to credit for future purchases.
Request for Exchange or Refund
Send an email to:
📧 [email protected]
In the "subject" field, enter the order number.
In the body of the message, describe the reason for the request.
