Refunds or replacements for physical orders are available when we are at fault (e.g. delivery failure, damaged product, missing or incorrect items). All claims must meet the conditions below.

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a.  Order Delays
If an order shows no tracking information, remains pending or in transit beyond the following timeframes, we will - at our discretion - resend the product or issue a refund:

• 70 days from the shipping date (global orders)

• 50 days from the shipping date (U.S. orders)

• 130 days from the shipping date (Brazil orders)

 

b.  Delivered Orders
Refunds or replacements will not be processed if tracking confirms the order was delivered. If the package was not received despite the tracking status showing delivered, a non-delivery certification from the carrier or postal authority is required.

c.  Damaged Products
A full refund or replacement will be issued if an item arrives damaged, provided:

• The issue is reported within 15 days of delivery.

• Valid photo or video evidence of the damage is submitted (e.g. a short video showing the product failing to function, or clear images showing the defect).

• Please note: if only the packaging is damaged but the product itself is intact and fully functional, we are unable to process a refund.

d.  Incorrect or Missing Products
A full refund or replacement will be issued for incorrect or missing items, provided:

• Photo or video evidence is submitted within the applicable timeframe.

• Evidence must include clear images of the received item, the original packaging, and the shipping label, along with a note indicating what was wrong (e.g. incorrect SKU, size, or colour).

 

e.  Order Cancellations
A full refund is available if the order is cancelled before processing or shipping, at our discretion.

f.  Refund Eligibility Window
Refunds and replacements are only available if payment was made within 60 days prior to the refund request. Any order older than 60 days is automatically ineligible, regardless of the reason.