Exchanges and Returns

1. Request Period

The customer may request:

1.1. Return due to regret

Can be made within 7 calendar days after receiving the product, in accordance with the right of regret provided for in the Consumer Defense Code.

1.2. Exchange or return due to defect or damage

Can be made within 7 calendar days after receipt, when a manufacturing defect, transport damage, or malfunction is found.

2. General Conditions

For the exchange or return to be processed, the customer must contact Estúdio Ame within the informed period, providing the order details and, when applicable, photos or videos that prove the problem.

3. Analysis Criteria

3.1. Regret

For returns due to regret, the product must be:

  • In perfect condition;

  • Without signs of use;

  • With original packaging preserved;

  • With all accessories and accompanying items.

Requests that do not meet these requirements may be refused.

3.2. Defect or damage

For exchanges due to defect or damage, the customer must send:

  • Photos or videos that prove the problem;

  • Clear description of what happened.

Products with signs of misuse, damage caused by the customer, or improper alterations will not be eligible for exchange or return.

4. Shipping Costs

4.1. When Estúdio Ame covers the costs

  • Confirmed manufacturing defect;

  • Damage caused during transport, provided it is reported within the informed period.

4.2. When the customer covers the costs

  • Return due to regret;

  • Analysis result indicating absence of defect;

  • Reshipment in case of incorrect, incomplete address or absence of recipient.

5. Request Procedure

To request an exchange or return, the customer must:

  1. Contact Estúdio Ame support, informing order number, full name, and reason for the request.

  2. Send images or videos of the product when applicable.

  3. Await analysis, which will be carried out within 3 business days.

  4. Follow the shipping instructions provided after approval.

6. Refund (for cases of regret)

The refund will only be made after receiving and verifying the integrity of the product.

  • Purchases made via credit card will have a chargeback requested from the operator.

  • Payments via Pix or bank slip will be refunded to the account provided by the customer.

The refund processing period is up to 10 business days after confirmation of the return.

7. Product Replacement (for cases of defect)

After defect confirmation:

  • The product may be replaced with another identical one; or

  • If unavailable, the customer may choose another item of equal value or request a refund.

8. Ineligible Products

 

  • Customized or made-to-measure products, except in cases of defect;

  • Products with signs of use in the case of regret;

  • Items that do not return with all accessories or original packaging.

    contato@estudioame.com.br