We value the maximum satisfaction of our customers, it is possible to return a product purchased on our website, within the conditions established below:
Note: In order for us to resolve the issue, it will be necessary to send photos of all related products, the order number and details about the request.
Cancellation of purchase: In this modality, only the return of the complete order will be accepted, within a maximum period of 7 calendar days after receipt according to the tracking code.
NOTE: All items in the order must be accompanied by the original packaging with all accessories. If there are signs of misuse, broken seals, physical damage of any kind or if the product is not in its original packaging, the return will not be accepted. All products sent will undergo a technical analysis for verification within 5 business days after delivery to our headquarters. For security reasons and greater inventory control, we do not perform exchanges, therefore the value of the order will be refunded to the nominal account of the customer responsible for the order.
Damaged product: If the customer detects upon delivery that the product or packaging has been damaged during transportation, refuse delivery immediately. Complaints regarding product damage will not be accepted after 24 hours of receipt.
The refund will only be processed after receipt and analysis of the condition of the returned product(s). If any discrepancy is found, such as lack of damage, signs of misuse or missing accessories, we will be exempt from accepting the return and making the refund. Therefore, for your greater security, check upon delivery whether the product was damaged during transportation.
Defect: The customer will have 30 calendar days, counting from the date of receipt of the purchase – according to the tracking code – to inform the customer of the desire to exchange the defective product. If this period ends on a holiday or weekend, the customer may exercise his/her right on the next business day.
After confirmation, a reverse logistics code will be generated so that you can send the product to us at no cost. Once delivered, it will be sent for analysis, where it will undergo functional tests.
We will analyze the original packaging, which must be in the following conditions:
If there is no defect, the customer must bear the shipping costs for a new delivery of the product.
After analyzing the product, and if it is in accordance with the specifications (defect), the amount corresponding to the product will be refunded. We follow a strict exchange protocol, for reasons of hygiene (in the case of products for intimate use) and the safety of all our customers.
