Políticas de reembolso

General Conditions

All requests for exchanges, returns, and refunds must be made within 7 (seven) calendar days from the delivery date and must be communicated to our email address: . The Store is exempt from the obligation to respond to requests for exchanges or returns of any product returned without notification, after the deadline, 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 period depends on the card administrator. If the refund is for only part of the order, the refund will be made by bank transfer to the buyer's account only (according to the rules below).

For purchases paid with a bank receipt, the refund will be made by bank transfer, within 10 (ten) business days, solely to the buyer's checking account, which must be an individual account.

The account holder's ID must be the same as the one shown on the order (customer ID). If the buyer does not have a checking account that meets the above requirements, the deposit or transfer will be made to their parent's checking account.

Refunds will only be processed after receipt and analysis of the product(s) at the Distribution Center.

*If the product is in transit, it is necessary to wait for the product to arrive before returning it via the Post Office. Refunds will only be processed after receipt and analysis of the product(s) at the Distribution Center.

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

1 - Defective product: Within 7 (seven) calendar days from receipt of the product.

The first step is to contact our Customer Service team, and you will receive instructions on how to return the product.

As soon as 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 return 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 respond to exchange or return requests for any product returned without notification, after the deadline, or without accompanying items/accessories.

In accordance with the Consumer Protection Code, the period for processing an exchange is up to 30 (thirty) calendar days, counted 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 received the product, found a defect, and want to exchange it.

The Store always strives for complete customer satisfaction. If you have received a product that meets the conditions mentioned above, please email us so that an exchange can be made, including your order details (full name, order number, email, phone number) and the reason. Or contact the call center through the channels provided in the store footer.

We emphasize that you must verify if the item meets the conditions mentioned in question "01." If you agree, it will be eligible for an exchange.

3 – Do I have to pay to make the exchange?

That depends. This may vary depending on what happened during the delivery process of your order. We evaluate cases individually so that we can resolve the exchange to best resolve the issue. Therefore, exchanges may or may not incur an exchange fee. If the product received is damaged, the entire cost of this return will be borne by the Store. In situations where the exchange is due to dissatisfaction, such as the color of the piece, this cost will be passed on to the customer.

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

As soon as we receive your order, we will begin a new delivery process. The terms of a new purchase will be valid, in this case, from 20 to 45 days. You will also receive a new tracking code to track your order.

5 – I received the product, but ended up missing the exchange deadline. Can I still exchange it?

Unfortunately not. Since we explicitly state the exchange period, we cannot exchange it after the established deadline. Your purchase, fourteen days after receipt, will no longer be available in our system. Therefore, we recommend checking the product at the time of purchase, thus facilitating the possibility of an exchange.

6 – I didn't really like my purchase, but I saw another product on the website that I really liked. Can I exchange it for another product?

Yes, you can. If your purchase meets the requirements indicated in "01," simply email our Customer Service team to request an exchange. When requesting an exchange, please email the link to the chosen product, including the color and size. If the product is valued higher than the original price, we will charge the additional fee through CloudFox. If the amount is lower, we will also refund the amount through CloudFox.

IMPORTANT: For this type of exchange, the shipping costs of the product to our distribution center will be the Customer's responsibility. The Store is committed to covering the exchange costs when the exchange is made due to a defect or damage to the product received.

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

Yes, you can, but please keep in mind some conditions. You must inform us of this change at the time you request the exchange. That way, we will change the address with your new information.

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

Yes, you can, but once the merchandise arrives at your address, you must refuse to accept the product! The merchandise will return to our stock, and we will refund you once it arrives at our warehouse.

Still have questions? We are here to help; enjoy and talk to us! 24/7 service: we usually respond within a few hours.

contacto@uclano.com