Returns & Exchanges Policy

Our product exchange policy is designed to provide customers with complete security and confidence regarding products purchased from our store.

All of our products are covered against manufacturing defects.

We also offer exchanges for products that are different from what the customer ordered.

If you receive a product from us with a manufacturing defect or that differs from what you ordered, please follow the steps below to request an exchange:

If more than 7 business days have passed and the product presents any defect or issue, please contact us and provide your CPF, order number, the product you wish to return, and a description of the defect.

Once we receive your email, your request will be forwarded to our Quality Department for review. Authorization from this department will be required before any exchange can be approved. Once the analysis has been completed, we will contact you with the outcome and inform you whether an exchange is necessary.

The deadline for requesting an exchange for this reason is 90 days from the date the product was received.

Please note that we will not process exchanges or refunds after this period.

  1. Your complaint will be reviewed within a maximum of 7 business days. If the issue is confirmed, we will contact you by email, and you will be able to choose one of the following options:

  • 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 equal to the value of the product to use toward future purchases.

According to the CDC (Brazilian Consumer Protection Code), requests to cancel online purchases must be submitted within 7 business/calendar days after the date the product was received.

For credit card refunds, our Finance Department has up to 7 business days to process the refund with the credit card provider. The amount may take up to 120 days to appear back on your credit card, depending on the card provider and your billing cycle.

If a refund is required, it will be made to a bank account within a maximum of 10 business days after the quality review. The refund can only be issued to an account associated with the same CPF used when placing the order on our website.

Products returned without prior notice, outside the applicable deadline, with missing or incorrect items, or without the original label or invoice will be sent back to the customer.

The same applies to exchange requests that are rejected after the products have been reviewed by our Quality Department. These products will be returned to the customer via Sedex with shipping charges payable upon delivery, and the customer will be responsible for the return shipping costs.

Important: Sancenet Store is not responsible for shipping costs related to product returns followed by refunds, chargebacks, or exchanges for other products. These shipping costs are the customer's responsibility.