Shipping & Returns

Our product exchange policy aims to provide customers with complete peace of mind regarding items purchased from our store.

All our products come with a warranty against manufacturing defects.

We also exchange products that differ from what the customer ordered.

If you receive a product with a manufacturing defect or one that differs from your order, please follow these steps to initiate an exchange:

If the 7-business-day window has passed and the product shows a fault or defect, please contact us providing your CPF (tax ID), order number, the product to be returned, and a description of the defect.

Once we receive your email, we will forward your request to our quality department for verification. Authorization from this department is required for any exchange to proceed. After the analysis is complete, we will contact you with the outcome and inform you if an exchange is necessary.

The deadline for requesting an exchange for this reason is 90 days after receiving the product.

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

Your claim will be reviewed within a maximum of 7 business days. If the problem is confirmed, we will contact you via email, and you may 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 voucher for the product's value to use on future purchases.

In accordance with the CDC (Consumer Defense Code), requests to cancel online purchases must be made within 7 business/calendar days of the receipt date.

For credit card chargebacks, our finance department has a maximum of 7 business days to process the request with the credit card company; the timeframe for the funds to appear back on your card is up to 120 days, depending on the card issuer and your billing cycle. If a refund is required, it will be issued to a bank account within a maximum of 10 business days following the quality inspection; the refund can only be made to an account registered under the same CPF (tax ID) used on our website.

Products returned without prior notification, outside the allowed timeframe, with missing or mismatched items, or without the original tag or invoice will be sent back to the customer.

The same applies to exchange requests rejected after inspection by our quality department. These items will be returned to the customer via *Sedex a Cobrar* (Cash on Delivery shipping), and the customer is responsible for paying the shipping costs for this return.

Please note: NexaStore is not responsible for shipping costs associated with returns for refunds, chargebacks, or product exchanges; these costs are the customer's responsibility.