Informativa sui rimborsi

1. Right to Refund

1.1. The customer may request a refund in the following situations:

  • Product not received within the maximum estimated delivery time;

  • Product received with defect or damage;

  • Lost or undelivered order;

  • Product different from the one purchased.

1.2. Refund requests will not be accepted in the following situations:

  • Cancellation requested after the order has been shipped;

  • Dissatisfaction or change of preference regarding characteristics of the product (color, size, material, etc.) when such information is clearly provided on the product page.

2. Time Frame for Request

2.1. The customer must request a refund within a maximum period of 7 (seven) calendar days after receiving the product.

2.2. In cases of non-delivery or lost orders, the customer may request a refund after verification by the carrier or supplier.

3. Procedure and Proof

3.1. For evaluation of the refund request, the customer must provide:

  • Order number;

  • Name and email used at checkout;

  • Description of the issue;

  • Photos or videos of the product and packaging (when applicable).

3.2. Failure to provide the required information may result in denial of the request.

4. Methods of Refund

4.1. After approval, the refund may be issued through:

  • Chargeback to the original credit card used in the purchase;

  • Store credit voucher, when requested by the customer.

4.2. The method of refund will follow the original payment method used in the order, unless otherwise agreed between the parties.

5. Refund Processing Time

5.1. The processing and issuance of the refund may take 5 (five) to 10 (ten) business days.

5.2. In cases of payment by credit card, the time required for the refund to appear on the customer’s statement may vary according to the rules of the credit card issuer.

6. Eligible Products for Refund

6.1. Refund is guaranteed in the following situations:

  • Undelivered product;

  • Lost order;

  • Product delivered damaged or defective;

  • Incorrect product.

6.2. The store may request the return of the product before issuing the refund, when necessary.

7. Non-eligible Products

7.1. Refund will not be granted in the following circumstances:

  • Product misuse;

  • Damage caused by third parties;

  • Return made without prior notice.

8. Order Cancellation

8.1. Order cancellation may be requested before the order is shipped.

8.2. After shipment confirmation, the order may no longer be canceled. The customer must wait for delivery and follow the return procedure stated in this policy.

9. Force Majeure

9.1. The store is not responsible for delays or failures caused by external factors such as:

  • Strike;

  • Weather conditions;

  • Logistics disruptions;

  • Customs procedures;

  • Force majeure events.

10. Final Provisions

10.1. This policy may be modified or updated at any time, without prior notice. The version in effect at the time of purchase shall prevail.

10.2. For questions or assistance, the customer may contact our customer support service.