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Direitos do consumidor

Direito de livre resolução

Esta página explica o processo de livre resolução para compras online elegíveis e como os clientes podem notificar a loja antes de devolver um produto.

General right to withdraw

Customers located in eligible consumer jurisdictions, including the European Union where applicable, may have the right to withdraw from an online purchase of physical goods without giving a reason. For many online purchases of physical goods, the standard withdrawal period is 14 days from the day on which the customer, or a third party designated by the customer other than the carrier, receives the goods.

This page describes the practical process used by the store. It does not remove any mandatory rights granted by local consumer law. If local mandatory law gives the customer stronger protection, the mandatory rule applies.

When the period starts

For a single product order, the period usually starts on the day the product is delivered. For an order delivered in multiple parcels, the period may start when the final parcel is received where applicable law provides that rule. Delivery records, carrier tracking and customer communications may be used to confirm the relevant date.

How to exercise the right

To exercise the right of withdrawal, the customer must send a clear statement before the withdrawal period expires. The request can be submitted through the contact page or through the withdrawal form page when available. The statement should include the order number, checkout email, customer name used for the order, delivery country, date of receipt if known, and the product concerned.

The customer does not need to use a specific wording, as long as the message clearly states the decision to withdraw from the purchase. Support may ask for information needed to identify the order, provide the correct return instructions and prevent delays.

Return of the product

After a withdrawal request is sent, the customer should return the product without undue delay and in accordance with the instructions provided by support. The product should be returned complete, clean, unused beyond what is necessary to inspect its nature and characteristics, and with original packaging, accessories and manuals where possible. The customer should use a tracked return method and keep proof of postage until the refund process is completed.

The customer is responsible for handling the product with care while it is in their possession. If the product loses value because of handling beyond what is necessary to inspect it, a deduction may be applied where permitted by law.

Return shipping cost

Unless the product is defective, incorrect or damaged on arrival, the direct cost of returning the product is normally paid by the customer. If the product was delivered defective, incorrect or damaged, the customer should contact support with photos or video before returning it so the case can be reviewed and the correct solution can be confirmed.

Refund after withdrawal

When a withdrawal is valid, the eligible refund is issued to the original payment method. The refund may include the product price and standard delivery charges paid by the customer, if any, according to applicable law. Because standard tracked delivery is configured as free for supported markets, there may be no outbound shipping amount to refund.

The store may wait until the returned goods are received or until the customer provides proof that the goods have been sent back, where applicable law allows this. Payment providers and banks may require additional processing time after the refund is issued.

Possible exceptions

Some goods can be excluded from withdrawal rights under consumer law depending on their nature, hygiene requirements, personalization, sealed packaging, use after opening or other statutory exceptions. Where an exception applies, support will explain the reason based on the condition of the product and the applicable rule. Mandatory rights for defective, incorrect or non-conforming goods remain separate from voluntary return rules.

Bundles, gifts and promotions

If the order included a bundle, promotional gift, discount code, free accessory or multi-item offer, the refund may be recalculated when not all items are returned. Free gifts or accessories connected to the purchase may need to be returned with the product. If they are missing, damaged or used, the refund may be adjusted where permitted by law.

Last updated: June 2026