EXCHANGE AND RETURN POLICY
EXCHANGE POLICY
The exchange request must be made within 10 (ten) calendar days, counting from the receipt of the product.
If this period expires, the customer's right to make the exchange will lapse.
The request can be made using the form above or via our email (prettythingsbrand@gmail.com).
Both request options require the same conditions (listed below) for the return of the merchandise to be valid and allow the exchange for a new product.
• Fill out the form on the exchange/return page;
• Enter your details and your order number (located in My Orders);
• Fill in the reason for exchanging or returning the product;
• Finally, confirm all the requested data.
• After this process, you will receive a reverse code for posting at the post office by email.
• The customer will have 7 (seven) calendar days to return the product(s), otherwise the exchange process will be canceled without prior notice.
• As soon as we receive the merchandise, our Quality Control Department will perform an analysis to confirm the conditions mentioned above.
• This analysis process may take up to 5 (five) business days to be completed.
• Once the analysis is approved, we will contact you by phone or WhatsApp to arrange the exchange or return according to the customer's preference. This may be:
Exchange for the same product(s) in another size;
Exchange voucher for the same value of the product(s) to be used on our website within 30 (thirty) calendar days from receipt of the coupon.
Refund of the value of the product(s).
Notes:
• The exchange voucher is non-refundable to your account.
• The exchange voucher cannot be applied with other coupons in the shopping cart.
• In cases of exchanges for different products, the desired product must have the same value paid for the returned product, due to tax issues. If you wish to exchange the product for one of a higher value, the difference must be paid at the time of exchange. Unfortunately, we do not accept exchanges for products of a lower value.
Please pay attention to the conditions required for the exchange of merchandise:
(1) The product must be in its original packaging, accompanied by all items (labels when applicable), in perfect condition and without signs or traces of use;
(2) It must be accompanied by the Invoice or Order Number;
(3) If an item was sent as a gift, this must also be returned and sent together with the product;
(4) The product must be properly packaged and adequately protected against damage during transportation (Customer's responsibility).
(6) If the required conditions are not met, the Online Store reserves the right not to accept the return and return the product to the customer in the same conditions received, without prior notice.
EXCHANGE BY EMAIL:
• Send an email to prettythingsbrand@gmail.com, with the subject EXCHANGE/RETURN.
• The email must contain the following information: Name of the buyer, Order Number and Product for which you wish to exchange.
• Once the email has been received by our team, it will be returned with the postage authorization code (e-ticket) and instructions for the exchange.
• The customer will have 7 (seven) calendar days to return the product(s); otherwise, the exchange process will be canceled without prior notice.
• As soon as we receive the merchandise, our Quality Control Department will perform an analysis to confirm the conditions mentioned above.
• This analysis process may take up to 5 (five) business days to be completed. • Once the analysis is approved, we will contact you by phone or WhatsApp to arrange the exchange or return according to the customer's preference. This may be:
Exchange for the same product(s) in another size;
Exchange voucher for the same value of the product(s) to be used on our website within 30 (thirty) calendar days from receipt of the voucher.
Refund of the value of the product(s).
Notes:
• The exchange voucher is non-refundable to your account.
• The exchange voucher cannot be applied with other coupons in the shopping cart.
• In cases of exchanges for different products, the desired product must have the same value paid for the returned product, due to tax issues. If you wish to exchange the product for one of a higher value, the difference must be paid at the time of exchange. Unfortunately, we do not accept exchanges for products of a lower value.
Please pay attention to the conditions required for exchanging merchandise:
(1) The product must be in its original packaging, accompanied by all items (labels when applicable), in perfect condition and without signs or traces of use;
(2) It must be accompanied by the Invoice or Order Number;
(3) If any item was sent as a gift, this must also be returned and sent together with the product;
(4) The product must be properly packaged and adequately protected against damage during transportation (Customer's responsibility).
(6) If the required conditions are not met, the Online Store reserves the right to not accept the return and return the product to the customer in the same conditions as received, without prior notice.
EXCHANGE AND RETURN SHIPPING
The customer must be responsible for shipping the product to be exchanged, as well as when the new product chosen is sent again.
The choice of a new product must be limited to the value of the original merchandise - If there is a difference, the payment of this additional amount must be made on the platform itself.
I RECEIVED A GIFT, BUT I WOULD LIKE TO EXCHANGE IT.
If you have received a gift from our store and would like to exchange it, simply send an email to prettythingsbrand@gmail.com, with the subject line exchange and the following information:
• Order number;
• Name of the person who placed the order;
• Name of the person who would like to exchange it;
• Email;
• Address where the new product will be sent.
The rest of the exchange process is the same as that previously mentioned for all customers.
MY PRODUCT HAS A MANUFACTURING ERROR. WHAT SHOULD I DO?
• If you received a defective product, do not use it.
• If the defect was noticed within 30 days of receiving the product, the customer must notify us and send a detailed photo of the defect, using the form on the exchange page or by email at prettythingsbrand@gmail.com.
• The product will be inspected by the product evaluation team to validate the cause of the defect.
• The defect evaluation will be carried out by the quality department, which may complete the analysis within 10 (ten) business days after receiving the product.
• After the 7 (seven) days for refunding the amount, the refund will only be made in the form of an EXCHANGE VOUCHER to be used on our website.
Report against the exchange:
The product will be returned without the right to replacement. Items that may be rejected:
• No defect (no evidence of damage reported by the customer)
• Signs of improper use of the product.
• Signs of accidental damage.
• Natural wear and tear due to use.
• Improper washing of the product.
Note: in this case, shipping costs will not be reimbursed and the customer must also pay for the return shipping costs.
If you have any questions, please contact our team via email at prettythingsbrand@gmail.com
RETURN POLICY
"I JUST MADE A PURCHASE, BUT I REGRET IT. WHAT NOW?"
1) Request your return using our form above, indicating the reason.
2) Or, if you prefer, send an email to prettythingsbrand@gmail.com, with the subject "REGRET".
• The buyer's name, order number and product for which you wish to return must be provided.
• Once our team receives notification, the purchase will be cancelled and the financial institution or credit card administrator or similar will be immediately notified, so that:
I - the transaction is not posted on the buyer's invoice; or
II - the amount is refunded, if the posting on the invoice has already been made.
"I RECEIVED THE PRODUCT, BUT IT WASN'T WHAT I EXPECTED. HOW DO I RETURN?
The return must be communicated within 7 (seven) days from the date the merchandise was received. If the 7 (seven) day period has expired, the customer's right to return the item will be forfeited.
1) Request your return simply by filling out our form above, indicating the reason.
2) Or, if you prefer, send an email to prettythingsbrand@gmail.com, with the subject RETURN. The buyer's name, order number and the product you wish to return must be provided.
• Once our team has received the email, it will be returned with the postage authorization code (e-ticket) and instructions for the return.
• The customer will have 5 business days to post the product(s). Otherwise, the return process will be canceled without prior notice.
Please pay attention to the conditions required for returning merchandise:
(1) The product must be in its original packaging, accompanied by all items (labels when applicable), in perfect condition and without signs or traces of use;
(2) It must be accompanied by the Invoice or Order Number;
(3) If any item was sent as a gift, this must also be returned and sent together with the product;
(4) The product must be sent in sealed packaging that adequately protects it against damage during transportation (Customer's responsibility)
(6) If the required conditions are not met, the Online Store reserves the right to not accept the return and return the product to the customer in the same conditions as received, without prior notice.
• The returned product will be subject to analysis by our technical team upon arrival. The process may take up to 5 (five) business days to be completed.
• If the product received meets the aforementioned requirements, the customer will be reimbursed for the amount of their purchase.
• The refund will be processed according to the payment method used by the customer, in his/her own name and CPF.
• If the payment was made via PIX, we will process the refund within 10 (ten) business days.
• Please note that credit card companies have a period of 30 to 60 days for the refund to appear on your statement.
Note 1:
If you purchased an item at a discount (whether on SALE, Black Friday or using a coupon), you will receive back the amount you paid for the item (with discount).
Example: if you purchased a bracelet that had the original price of R$219.99 and paid R$159.90, you will receive the second amount, as that was the amount paid.
To find out the exact amount you will receive, check your invoice.
Note 2:
The conditions required for the return are the same for both forms of return (through the exchange system or by email)