Our product exchange policy is designed to provide customers with complete confidence and security regarding products purchased from our store.
All our products are covered by a warranty against manufacturing defects.
We also offer exchanges for products that are different from those originally ordered by the customer.
If you receive a product with a manufacturing defect or a product different from the one you ordered, please follow these steps to request an exchange:
If more than 7 business days have passed and the product presents a defect or fault, please contact us, providing your CPF (or Tax ID), order number, the product to be returned, and a description of the defect.
Once we receive your email, we will forward your request to our Quality Department for evaluation. Authorization from this department is required before any exchange can be approved. After the analysis is completed, we will contact you with the results and inform you whether an exchange will be necessary.
The deadline for requesting an exchange for this reason is 90 days from the date of product receipt.
Please note that we will not process exchanges or refunds after this period.
Your claim will be reviewed within a maximum of 7 business days. If the issue is confirmed, we will contact you by email, and you may choose one of the following options:
According to the Brazilian Consumer Protection Code (CDC), requests to cancel online purchases must be made within 7 calendar days after the date of receipt.
For credit card refunds, our Finance Department has up to 7 business days to process the refund with the card issuer. The refund may take up to 120 days to appear on your credit card statement, depending on the card issuer and your billing cycle.
If a bank refund is required, it will be processed within a maximum of 10 business days after the quality analysis has been completed. Refunds can only be made to a bank account registered under the same CPF used for the purchase on our website.
Products returned without prior communication, outside the allowed period, with missing or incorrect items, without the original label, or without the invoice will be returned to the customer.
The same applies to exchange requests that are denied after analysis by our Quality Department. Such products will be returned to the customer via collect-on-delivery express shipping (Sedex), and the shipping cost for the return shipment will be the customer's responsibility.
Attention: OneDescontos is not responsible for return shipping costs in cases involving refunds, chargebacks, or exchanges for other products. These shipping expenses are the sole responsibility of the customer.
