Return Policy

1. Reporting Period

You have up to 30 days from the date of receipt of your order to report any issues related to manufacturing defects or damage during transit.

2. Conditions for Return Acceptance (defective or damaged products only)

For us to assess the case, the product must:

• Be in its original condition

• Show no signs of improper use

• Be in its original packaging, whenever possible

• Include all accessories, free gifts, and documents sent

3. Situations Not Eligible for Return or Exchange

We do not accept returns or exchanges for:

• Products without defects (buyer's remorse, incorrect choice, change of mind, etc.)

• Products damaged by misuse, poor maintenance, or improper handling

4. Delivery Responsibility (Correios/CTT)

We ship all orders through external transport services (Correios/CTT). We are not responsible for delays, loss, returns due to incorrect addresses, or any operational errors made by the carrier, as long as the shipment was made according to the data provided by the customer.
We provide support with information and guidance, but the final responsibility for transport lies with the postal service, and it is the customer's responsibility to contact Correios/CTT directly to resolve any issue related to the delivery process.

5. How to Report a Problem (defect or damage)

To report defects or damage:

1. Contact us within 30 days

2. Send the order number and a detailed description of the problem

3. Attach photographs of the product and packaging

4. Await instructions for sending the product (when applicable)

6. Replacement / Exchange

After we evaluate the product:

• If the defect is confirmed, we will send a new product at no additional cost

• If the same product is no longer in stock, a store credit will be issued for future use

We do not issue refunds, except where legally required. Our priority policy is the replacement of the defective product.

7. Contact for Assistance

E-mail: contato@oliviamedalhoes.com