Refund Policy

Our product exchange policy is designed to provide customers with complete security regarding the products purchased in our store.

All our products come with a warranty against manufacturing defects.

We also carry out exchanges for products that arrived differently from what the customer ordered.

If you receive a product from us with a manufacturing defect or different from what you ordered, please follow the steps below to request an exchange:

If more than 7 business days have passed and the product shows any defect or flaw, contact us with your CPF, order number, the product to be returned, and the defect.

Once we receive your email, we will forward your request to our quality department for verification. Authorization from this department is required for a possible exchange. After the analysis, we will contact you with the decision and whether an exchange is necessary.

The deadline to request an exchange for this reason is up to 90 days after receiving the product.

Please note, we do not carry out exchanges or refunds after this period.

Your claim will be analyzed within a maximum of 7 business days, and if a problem is confirmed, we will contact you via email and you may choose one of the following options:

  • Receive a refund of the amount paid.

  • Receive a new product identical to the one ordered.

  • Receive a product of similar value.

  • Receive a coupon with the product value to use on future purchases.

According to the Brazilian Consumer Defense Code (CDC), requests for cancellation of online purchases must be made within 7 business days after the date of receipt.

For credit card refunds, our finance department has a maximum of 7 business days to process it with the card operator, and the deadline for the balance to return to your card is up to 120 days, depending on the card operator and your billing cycle.

If a refund is required, it will be made to a bank account within a maximum of 10 business days after quality analysis and can only be made to an account registered with the same CPF used on our website.

In the case of products returned without prior communication, after the deadline, with missing or incorrect items, without a label, or without an invoice, they will be sent back to the customer.

The same applies to exchanges rejected after product analysis by our quality department. They will be returned to customers via Sedex Cash on Delivery, and the shipping cost for this return must be paid by the customer.

Attention: Our store, Well Store, is responsible for the shipping cost for exchanges.