Refund policy

REFUND AND RETURN POLICY

Last updated: September 2026

Vendas Store values the satisfaction and trust of its customers. This Refund and Return Policy establishes the terms and procedures for cancellation, returns, exchanges, and refunds for purchases made through our online store.

We recommend that you read this policy carefully before making a purchase.

1. RIGHT OF WITHDRAWAL

In accordance with applicable consumer protection laws, customers may have the right to cancel purchases made online within the legally established period after receiving their order.

To request a cancellation, the customer must contact our customer service team within the applicable period.

The product must be returned according to the instructions provided by our team.

2. PRODUCT RETURNS

To be eligible for a return, the product must be in appropriate condition and must not show signs of misuse, improper handling, or damage caused by the customer.

Whenever applicable, the product should be returned with:

The original packaging;
All accessories and items included with the product;
Manuals or materials sent with the order;
Proof of purchase, when applicable.

After receiving the returned product, our team will inspect it to verify the condition of the item and process the request.

3. DEFECTIVE OR DAMAGED PRODUCTS

If a customer receives a product that is defective, damaged, or different from the item ordered, they should contact our customer service team as soon as possible.

To assist with the evaluation, we may request additional information, photographs, or videos of the product and its packaging.

After reviewing the request, we may offer one of the following solutions, depending on the circumstances:

Replacement of the product;
Shipment of a new product;
Store credit;
Repair or another appropriate solution, when applicable;
A refund of the amount paid.

4. PRODUCT EXCHANGES

Exchange requests will be reviewed based on the reason provided by the customer and the availability of the requested product.

If the desired replacement product is unavailable, we may offer an alternative solution, such as store credit or a refund, when applicable.

5. ORDER CANCELLATION

Customers may request the cancellation of an order before it has been shipped.

We recommend contacting our customer service team as soon as possible.

If the order has not yet been processed or shipped, we will cancel the order and begin the refund process.

If the order has already been shipped, the customer may need to follow the return procedure described in this policy.

6. REFUNDS

Once a cancellation or return request has been approved, the refund will be processed according to the original payment method used for the purchase.

The time required for the refunded amount to appear in the customer's account may vary depending on the payment method, financial institution, or card issuer.

When applicable:

Credit Card: The refund may appear on one or more future billing statements, depending on the procedures of the card issuer;
PIX or Bank Transfer: The refund will be processed according to the information required to return the payment;
Other Payment Methods: The refund procedure will be communicated by our customer service team.

7. REVIEW PERIOD

After receiving a request, our team will review the information provided by the customer.

If the return of a product is required, the refund or exchange process may begin after the returned item has been received and inspected.

We will keep the customer informed about the progress of the request whenever possible.

8. HOW TO REQUEST A RETURN OR REFUND

To request an exchange, return, cancellation, or refund, customers should contact our customer service team and provide, whenever possible:

Full name;
Order number;
Product purchased;
Reason for the request;
Photos or videos of the product, when necessary.

Our team will provide all necessary instructions to continue the process.

9. RETURN SHIPPING COSTS

Return shipping costs may vary depending on the reason for the return and will be handled in accordance with applicable laws and regulations.

If the return is necessary due to an error in the order, an incorrect product, a defective product, or another issue for which the store is responsible, the customer will receive the appropriate instructions for returning the item.