Exchanges & Returns

How to Make an Exchange?

Upon accessing our platform, you will be asked for the following details:

• Order number of the purchase made on our website,

• Phone number and email of the person responsible for the purchase.

Within two (2) business days, you will receive the necessary information to send the product(s) for exchange, including postage details so you won’t have to cover the shipping cost (only for the first exchange).

Once your exchange reaches our office, our team will contact you within three (3) business days to proceed with the exchange process.

Exchange Deadlines:

The deadline for returns/exchanges is up to seven (7) days from the receipt of the items. We do not exchange products with defects caused by misuse or that are not in the original condition of the product.

Our exchanges and returns policy is in accordance with the principles established by the Australian Competition and Consumer Commission (ACCC), ensuring safety, security, and credibility for you.

What is necessary to make an exchange?

• The product must not show any signs of use;

• The product must be returned folded and packaged, with the original tag attached;

Important: If the returned product does not meet the criteria established above, the return or exchange will not be accepted, and you will be responsible for the logistics costs. The product will only be resent after these payments are confirmed.

Is the exchange free?

The first exchange is completely free, as long as the items are within the required standards and within the request period: 7 calendar days after receiving the order.

In the event of a second exchange of the same order, the logistics costs will be your responsibility.

For purchases not eligible for free exchange: if your purchase does not meet the previously described requirements but you still wish to make an exchange, you must access the Exchange & Returns Platform and follow the instructions. We will evaluate the case and present the appropriate alternatives.

Products with defects

Defect evaluation will be carried out internally by the responsible department, which will send us the final report of the exchange request, with an average conclusion time of 5 business days after receiving the product.

Favourable report for exchange

• The customer will receive the product at the original address, with no additional costs. The reshipment will be done using the most cost-effective method available.

• In the absence of the same model in stock, the customer will be notified and can choose another model for exchange from the options available on the website, respecting the credit limit and availability.

• If there is a price difference between the chosen product and the product in the exchange situation, the customer must pay the difference.

Unfavourable report for exchange

• The product will be returned without the right to substitution and will only be shipped after the customer pays for the round-trip shipping. The shipment will occur after the payment is recognised by our finance department.