How to proceed if I have received a product in poor condition?
In the event that your order has arrived in poor condition, contact us through the Returns section in your account, within the first 48 hours after receipt and we will manage your incidence.
The return of a damaged item will not be accepted, as well as the claim of a missing item in the order if it has not been communicated within the previously established period.
To expedite the process, please send us the following photographs of the product in question attached to your application:
- Photograph of the box received (several, if the package has signs of tampering, showing possible damage during transport);
- Photograph of the carrier's label (affixed to the box);
- Photograph of the product, where we can appreciate the indicated incidence.
Once the product arrives at our warehouse, it will be reviewed by the claims department and by specially qualified personnel to verify the quality of the product.
We inform you that, in case of receiving a product that is not really in bad condition or does not correspond to the product that you had requested, the claim cannot be accepted.
If you have not found your answer you can contact us by phone or by sending a message through the form by clicking here.
Without a registered order
