How do I request a devolution by defect?

Our products are made order, we do not make exchanges, since the devolution is only made in case of manufacturing defect and within 7 working days of receipt of the product. To request a return in the event of a defect, contact our Customer Service Center at +55 (62) 4101-5141 and (62) 98269-4208, where you will be assisted by one of our attendants, or the "Contact" option and send us an e-mail to:

To give back the defective product, simply use the same address as the sender of the product sent. Once the product is received at our Distribution Center, a quality analysis will be carried out, which may take up to 5 business days. The refund will be made after we have verified that the product has been delivered unused, labeled and in its original packaging. 

Important! We offer up to 7 business days to request a devolution (in case of defect in the product), from the date of receipt of the product. For this, the product can not be used and must be sent in its original box.

What are the refund options for a manufacturing defect devolution?

When requesting a devolution by defect of manufacture, you can choose to receive the amount paid back, according to the payment method of the order, or a exchange coupon (you can choose another product from the site in the same amount as the previous purchase).

In case of purchase via bank invoice the amount paid for the product will be deposited into account within 5 business days after receipt of the original product.

Important! In order for us to make the deposit, bank details must be the owner of the record on our website. We suggest that you check the agency numbers and the digit number (if any) on your card. If you have a joint account, the entered data must be the first cardholder, otherwise the refund will be delayed due to incorrect data.

For shopping made with credit card, the chargeback is requested from the card company and can take from one to two invoices to be made. If you opt for a exchange coupon, it will be released upon return of the item returned and quality review. You can use it on any product on the site. If the value of the chosen product is lower than the value of the coupon, you can request the remainder of the money or use the remaining value of the coupon. If the value of the chosen product is higher than the value of the exchange coupon, you must pay the difference by choosing one of the payment methods on the website.

Kind Regards:

Team Moderna Meninas.