Exchanges and Returns

Understanding the Exchanges and Returns Policy

At Masceno Store, we prioritize your shopping experience by providing a clear and comprehensive Exchanges and Returns Policy. Understanding the rules and procedures in case of issues with your order is essential for safeguarding your consumer rights. This guide will cover everything you need to know about returning and refunding products purchased from our store.

Importance of the Policy

Transparency in exchanges and returns policies is crucial for building customer trust. Knowing your rights allows you to shop with confidence, assured that if something goes wrong, you have a straightforward process to follow.

Order Verification

Upon receiving your order, it is vital to conduct a thorough verification:

• Check the Packaging: Ensure all items are in their original packaging.
• Compare with Your Order: Confirm that the products received match what you ordered.
• Document Any Issues: If you notice any discrepancies or damages, take photos of the external label on the package and the received items.

Tip: If there are problems with the delivery, such as a damaged package or product, it is advisable to refuse receipt.

Conditions for Returns

Return Due to Change of Mind

According to the Consumer Defense Code, you have the right to change your mind about a purchase within 7 calendar days after receiving your order. To initiate this process:

1. Contact Us via WhatsApp at: 19 98894-0618.
2. Ensure the item is in perfect condition, with all tags attached and in its original packaging.

Return Due to Order Error

If the product received is different from what you ordered (in terms of color, model, or any other attribute), you also have 7 calendar days after receipt to notify our Customer Service.

Refund Process

• Payment via Pix: Refunds will be processed via Pix within 5 business days after we receive the returned product.
• Payment via Credit Card: The refund request will be submitted to the card issuer within 10 business days following the receipt of the returned product. The refund may appear in up to 2 billing cycles after the purchase.

Exchanges

Please note that we do not facilitate exchanges. If you require a different item (such as size, color, or model), simply place a new order on our website.

Customer Support

We are always available to clarify any questions or provide assistance. Our mission is to ensure you have the best shopping experience possible. Do not hesitate to reach out!

At Masceno Store, your satisfaction is our priority. Familiarizing yourself with our exchanges and returns policy is a crucial step toward ensuring a positive and worry-free shopping experience.