Refund policy

This Return and Refund Policy has been prepared in accordance with the Brazilian Consumer Protection Code (Law No. 8.078/1990) and other applicable legislation, with the aim of ensuring transparency and security throughout your shopping experience.

1. Right of Withdrawal

The customer has a period of 7 (seven) calendar days, counted from the date of receipt of the product, to exercise the right of withdrawal provided for in article 49 of the Consumer Protection Code. In this case, the amount paid will be fully refunded, including shipping. To request this, contact our support channel: support@valmere.com.

2. Conditions for Return or Exchange

The product must be returned:

  • In its original packaging, together with manuals and accessories;
  • Without signs of use, damage or indications of misuse.

In the event of a defect, an analysis may be carried out to verify the reported fault. The store reserves the right to refuse the return if the product shows signs of misuse or does not meet the conditions above.

3. Exchange for Defect or Product Fault

In accordance with the Consumer Protection Code, the customer has up to 90 (ninety) days to report defects in durable products and 30 (thirty) days for non-durable products. The store will have up to 30 (thirty) calendar days to resolve the issue. If this is not possible, the customer may choose:

  • Replacement of the product with an identical one;
  • Replacement with another product of equal value;
  • Full refund of the amount paid.

4. Request Procedure

To request a return, exchange or refund, follow these steps:

  • Contact our customer service providing your order number, tax ID and the reason for the request.
  • Wait for the product shipping instructions.
  • The product must be sent according to the instructions received, with no additional cost to the customer in cases of return due to withdrawal or defect.

5. Refund

The refund will only be processed after the product has been received and analyzed by the store, to verify that it meets the conditions described in this policy. After confirmation, the refund will be processed according to the payment method used:

  • Credit card: refund to the statement (the timeframe may vary according to the card issuer);
  • Pix: refund to the bank account indicated by the customer.

If the product does not meet the return conditions, it will be sent back to the customer, accompanied by a justification.

6. Exceptions

Returns will not be accepted for:

  • Customized or made-to-order products.
  • Products that show signs of misuse, damage or missing original components.

7. Contact

For questions or requests related to this policy, contact our customer service by e-mail: support@valmere.com.