Refund Policy

General Conditions

All issues requiring exchange, return, or refund must be reported within 30 calendar days of the delivery date via email. The store is not obligated to process exchange or refund requests for any product returned without prior notification, outside of the 30-day return period, or missing accompanying items/accessories.

Refund of the amount paid

The Store will refund the amounts paid using the same payment method chosen during the purchase process.

The refund timeframe depends on the card issuer. If only part of the order is being returned, the refund will be issued via bank transfer only to the account of the original purchaser (according to the rules outlined below).

The account holder's ID must match the order document (customer ID). If the buyer does not have a bank account that meets the above requirements, the payment or transfer will be made to their parent's bank account.

The refund will only be processed after the product(s) have been received and analyzed at the Distribution Center.

*If the product is in transit, you must wait for it to arrive before receiving a refund. The return will only be processed after the product(s) have been received and inspected at the Distribution Center.

The Store is committed to your satisfaction. If you chose your product in our online store and upon receiving it was not as expected or arrived with a defect, we guarantee your right to exchange, return, or refund in the following situations:

1 - Defective product: Within 30 calendar days from receipt of the product.

The first step is to contact our Customer Service Center, which will provide you with all the instructions on how to proceed with the product return.

Once our team receives the package, we will analyze the item to confirm that it meets the exchange or return conditions. Once confirmed, we will proceed with the return process, and you will 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 attend to requests for exchange or return of any product returned without it having been communicated, outside of the deadline or without the accompanying items/accessories.

According to the Consumer Protection Code, the processing time for an exchange is up to 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.

2 - I have received the product, found a malfunction and wish to exchange it.

The store always strives for complete customer satisfaction. If you received a product that meets the conditions mentioned above, please email us to arrange an exchange, including your order details (full name, order number, email address, phone number, and ID number) and stating the reason for the exchange. Alternatively, you can contact our customer service department through the channels listed at the bottom of the store page.

We emphasize that you must check if the part meets the conditions mentioned in question "01". If it does, you will be entitled to an exchange.

3 - Do I have to pay to make the change?

It depends. This can vary depending on what happened during the delivery process of your order. We evaluate each case individually to find the best way to resolve the issue. Therefore, exchanges may or may not incur a shipping fee. If the product you received is damaged, the store will cover the entire cost of the return. In situations where the exchange is due to dissatisfaction, such as the color of the item, the customer will be responsible for the shipping costs.

4 - I made a request for an exchange and I would like to know how long it will take to receive my new product.

Once we receive your order, we will begin a new delivery process. Therefore, the delivery times for a new purchase will apply, in this case, 20 to 45 days. You will also receive a new tracking code to monitor your order.

5 - I received the product, but the exchange period has passed. Can I still exchange it?

Unfortunately, no. As we explicitly state the exchange period, we cannot process an exchange after it has expired. Your purchase will no longer be available in our system after fourteen days from receipt. Therefore, we recommend that you check the product at the time of purchase to facilitate a possible exchange.

6 - I wasn't very happy with my purchase, but I saw another product on the site that I really liked. Can I exchange it for another product?

Yes, you can. If your purchase meets the requirements outlined in section "01," simply email our Customer Service Center to request an exchange. In your exchange request, please email the link to the chosen product, specifying the color and size. If the replacement product is more expensive than the original, we will refund the difference via the shipping carrier. If the replacement is less expensive, we will refund the difference via the shipping carrier.

IMPORTANT: For this type of exchange, the customer is responsible for the shipping costs to our distribution center. The store will cover the exchange costs when the exchange is due to a defect or malfunction of the received product.

7 - I want to request a change, but I've changed my address. Can I change it to receive the change at the new address?

Yes, you can, but please note a few conditions. You must inform us of this change when you request an exchange. This way, we can update the address with your new information.

8 - I want to request a cancellation, but the merchandise has already been shipped?

Yes, you can do that, but when the merchandise arrives at your address, you must refuse delivery. The merchandise will be returned to our warehouse, and we will refund you once the product arrives back.

Still have questions? We're here to help, so please don't hesitate to contact us! 24/7 Customer Service - we typically respond within a few hours