Exchange and returns
**Our Product Exchange Policy** aims to provide customers with total security regarding the products purchased from our store.
All our products come with a warranty against manufacturing defects.
We also accept exchanges for products that are different from what the customer ordered.
If you receive one of our products with a manufacturing defect or different from what you ordered, please follow these steps to request an exchange:
If more than 7 business days have passed and the product shows any defect or flaw, please contact us, providing your CPF (Brazilian ID number), order number, the product to be returned, and the defect.
As soon as we receive the email, we will forward your request to our quality control department for verification. Authorization from this department is required for a potential exchange. After the analysis, we will contact you with the results and whether an exchange is necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
Please note, we will not process exchanges or refunds after this period.
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Your complaint will be reviewed within a maximum of 7 business days, and if the issue is confirmed, we will contact you via email, and you will be able to choose one of the following alternatives:
- Receive a refund for the amount paid.
- Receive a new product identical to the one ordered.
- Receive a product of similar value.
- Receive a coupon with the product's value to use in future purchases.
According to the **Consumer Protection Code (CDC)**, requests to cancel online purchases must be made within 7 business days after the receipt date.
For credit card refunds, our financial department has a maximum of 7 business days to process the request with the credit card company. The balance may take up to 120 days to be credited back to your card, depending on your card issuer and your billing cycle.
If a refund is necessary, it will be issued to your checking account within a maximum of 10 business days after the quality inspection and will only be made to an account registered with the same CPF used to make the purchase on our site.
For products returned without prior communication, outside the deadline, with missing or incorrect items, or without the tag or invoice, they will be returned to the customers.
The same applies to exchanges rejected after the product inspection by our quality department. These products will be returned to customers via collect-on-delivery (Sedex), and the shipping costs for this return must be paid by the customer.
**Please note:** Vilazo is not responsible for the return shipping costs for refunds, chargebacks, or exchanges for other products; these costs are the customer's responsibility.
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THANK YOU!
Vilazo Team ; )
All our products come with a warranty against manufacturing defects.
We also accept exchanges for products that are different from what the customer ordered.
If you receive one of our products with a manufacturing defect or different from what you ordered, please follow these steps to request an exchange:
If more than 7 business days have passed and the product shows any defect or flaw, please contact us, providing your CPF (Brazilian ID number), order number, the product to be returned, and the defect.
As soon as we receive the email, we will forward your request to our quality control department for verification. Authorization from this department is required for a potential exchange. After the analysis, we will contact you with the results and whether an exchange is necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
Please note, we will not process exchanges or refunds after this period.
---
Your complaint will be reviewed within a maximum of 7 business days, and if the issue is confirmed, we will contact you via email, and you will be able to choose one of the following alternatives:
- Receive a refund for the amount paid.
- Receive a new product identical to the one ordered.
- Receive a product of similar value.
- Receive a coupon with the product's value to use in future purchases.
According to the **Consumer Protection Code (CDC)**, requests to cancel online purchases must be made within 7 business days after the receipt date.
For credit card refunds, our financial department has a maximum of 7 business days to process the request with the credit card company. The balance may take up to 120 days to be credited back to your card, depending on your card issuer and your billing cycle.
If a refund is necessary, it will be issued to your checking account within a maximum of 10 business days after the quality inspection and will only be made to an account registered with the same CPF used to make the purchase on our site.
For products returned without prior communication, outside the deadline, with missing or incorrect items, or without the tag or invoice, they will be returned to the customers.
The same applies to exchanges rejected after the product inspection by our quality department. These products will be returned to customers via collect-on-delivery (Sedex), and the shipping costs for this return must be paid by the customer.
**Please note:** Vilazo is not responsible for the return shipping costs for refunds, chargebacks, or exchanges for other products; these costs are the customer's responsibility.
---
THANK YOU!
Vilazo Team ; )