Our product exchange policy aims to provide customers with complete security regarding products purchased from our store.
All our products have a warranty against manufacturing defects.
We also exchange products that are different from what the customer ordered.
If you receive a product from us with a manufacturing defect or different from what you ordered, follow these steps to make an exchange:
If more than 7 business days have passed and the product presents any defect, contact us, informing your CPF (Brazilian tax ID), order number, the product to be returned, and the defect.
As soon as we receive the email, we will send your request to our quality department for verification. Authorization from this department will be necessary for a possible exchange to be made. After the analysis is completed, we will contact you with the opinion and whether an exchange is necessary.
The deadline for requesting an exchange for this reason is 90 days after receiving the product.
Please note, we will not make exchanges or refunds after this period.
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Your complaint will be reviewed within a maximum of 7 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following alternatives:
Receive a refund of the amount paid.
Receive a new product identical to the one ordered.
Receive a product of similar value.
Receive a coupon with the value of the product to use on future purchases.
According to the Brazilian Consumer Protection Code (CDC), cancellation requests for online purchases must be made within 7 business/calendar days of the date of receipt.
For credit card refunds, our finance department has a maximum of 7 business days to process the request with the credit card company, and the maximum time for the balance to return to your credit card is up to 120 days, depending on the card issuer and your billing cycle.
If a refund is necessary, it will be made to a bank account within a maximum of 10 business days after quality analysis and can only be made to an account with the same CPF (Brazilian tax identification number) used on our website.
In the case of products returned without prior notification, outside the deadline, with missing or incorrect items, without the label or invoice, they will be returned to the customer.
The same applies to exchanges rejected after product analysis by our quality department. They will be returned to the customer via collect-on-delivery (COD) and the shipping cost for this return must be paid by the customer.
Attention: Averly is not responsible for shipping costs for returns followed by refunds, chargebacks, or exchanges for other products; this expense is the customer's responsibility.