Exchanges and Returns
Our product exchange policy aims to provide customers with complete security regarding the products purchased in our store.
All our products come with a warranty against manufacturing defects.
We also exchange products that were delivered differently from what was ordered by the customer.
If you receive a product with a manufacturing defect or different from what you ordered, follow the steps below to request an exchange:
If more than 7 business days have passed and the product presents a defect, please contact us with your CPF, order number, the product to be returned, and the defect.
Once we receive the email, we will forward your request to our quality department for verification. Approval from this department will be required before a possible exchange can take place. After the analysis, we will get back to you with the result and whether an exchange is necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
Attention: We will not make exchanges or refunds after this period.
Your claim will be analyzed within a maximum of 7 business days, and if the issue is confirmed, we will contact you via email, and you can choose one of the following options:
- 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 for the product’s value to use in future purchases.
According to the Consumer Protection Code (CDC), a request to cancel an online purchase must be made within 7 business days after the date of receipt.
For credit card refunds, our finance department has a maximum of 7 business days to process the request with the credit card operator. The refund may take up to 120 days to appear on your credit card, depending on the operator and your billing cycle.
If a refund is necessary, it will be made to a checking account within a maximum of 10 business days after the quality analysis and can only be processed to an account with the same CPF used on our website.
In the case of products returned without prior communication, beyond the allowed period, or with missing or incorrect items, or without tags or the invoice, they will be sent back to the customer.
The same applies to exchanges rejected after the product analysis by our quality department. These products will be sent back to the customer via COD (Collect on Delivery) and the shipping cost will be the customer's responsibility.
Attention: ShopFacil is not responsible for shipping costs for returns followed by refunds, chargebacks, or exchanges for other products. These expenses are the responsibility of the customer.