Exchanges and Returns

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

1 - Defective Product

Within 30 calendar days from the receipt of the product.

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

Once our team receives the package, we will analyze the item to confirm that it meets the conditions for exchange or return. Once confirmed, we will proceed with the process, and you will have two options regarding your purchase:

Exchange: for any other product available in our stock.
Refund: receive a full refund of the amount paid for the product.

The store is exempt from the obligation to honor exchange or return requests for any product returned without prior communication, outside the established timeframe, or missing accompanying items/accessories.

In accordance with the Consumer Protection Code, the period to resolve the exchange request is up to 30 calendar days from the date of receipt of the product, to verify compliance with the Exchange and Return Policy. If approved, another product will be sent to the customer.

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

The store always seeks total customer satisfaction.
If you received a product that meets the conditions mentioned above, please send us an email to request an exchange, including the order information (full name, order number, email) and the reason for the request.
You can also contact customer service through the channels provided at the bottom of the store page.

Please check whether the product meets the conditions mentioned in item “01.” If it does, you will be entitled to an exchange.

3 - Do I have to pay to make an exchange?

It depends. This may vary according to what happened during the delivery process of your order.
We evaluate cases individually to handle the exchange in the best possible way. Therefore, exchanges may or may not have an associated cost.
If the received product is defective, the return shipping will be entirely covered by the store.
In cases where the exchange is due to dissatisfaction (e.g., color, size, or style), this cost will be the customer’s responsibility.

4 - I have requested an exchange and would like to know how long it will take to receive my new product.

As soon as we receive your return, we will begin a new delivery process.
The delivery times for a new order will apply—between 20 to 45 days.
You will also receive a new tracking code to monitor your shipment.

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

Unfortunately not. As we clearly state the exchange period, we cannot process exchanges after the established timeframe.
Once 14 days have passed since receipt, your order will no longer be eligible in our system.
We recommend checking the product upon arrival to facilitate any potential exchange.

6 - I didn’t like my purchase, but I found another product I really like. Can I exchange it?

Yes, you can. If your purchase meets the conditions mentioned in item “01,” simply send an email to our Customer Service Center to request an exchange.
In the email, include the link of the desired product and specify its color and size.

If the new item is more expensive, the additional cost will be charged through the carrier.
If it’s cheaper, we will refund the difference through the same method.

Important: For this type of exchange, the return shipping to our distribution center will be covered by the customer.
The store will cover the shipping costs only when the exchange is due to defect or malfunction.

7 - I want to request an exchange, but I’ve changed my address. Can I receive it at my new address?

Yes, you can.
Just let us know about the address change when requesting the exchange, and we’ll update your details accordingly.

8 - I want to cancel my order, but the product has already been shipped.

Yes, you can.
However, when the product arrives at your address, you must refuse delivery.
The item will be returned to our warehouse, and we will issue a refund once it’s received back.

Still have questions?

We’re here to help — feel free to contact us!

24/7 Customer Service — we usually respond within a few hours.