EXCHANGES AND RETURNS - COOL FACE

Total transparency. This is what we want from our customers in all situations and this, of course, includes exchanges and returns. We have created a policy to deal with this issue in a simple, quick and bureaucracy-free way. Let's go!

SUMMARY OF RULES FOR EXCHANGES AND RETURNS

• The deadline to request the exchange or return of a product is 30 (thirty) calendar days from receipt, provided that the product shows no signs of use.
• In the event of a manufacturing defect, the deadline for requesting a request is 90 (ninety) days , subject to analysis by our team.
• The first exchange will have free shipping for purchases made at the Cara de Cool online store ( www.caradecool.com.br ).
• From the second exchange onwards, the cost of returning the item to be replaced and the cost of shipping the new product will be charged. Unless the return is due to manufacturing defects. In these cases, our team will evaluate the request and, if the defect is proven, the exchange will be carried out without any shipping costs for the customer.
• Shipping costs will be calculated based on the customer's zip code and informed before the exchange is finalized.
• Only one exchange is allowed per order. If the customer wishes to have a replacement, only a refund will be made available - as long as the product shows no signs of use.

HOW TO REQUEST YOUR EXCHANGE OR RETURN

1. Log in to your account on our website and go to "My Orders".

2. Locate the desired order and select the "Exchanges and Returns" option.

3. Choose the reason for the exchange or return and follow the shipping instructions.

4. If your request is approved, we will send you a shipping code so you can forward the product at no additional cost.

RIGHT OF WITHDRAWAL

Did you buy the product but regret it? We understand. If you wish to return the product because you regret it, you have 7 (seven) calendar days after receipt. The product must be unused, in its original packaging and with the invoice.

RETURN BY SIZE, MODEL OR COLOR

If the product you received is not what you were looking for, don't worry. You can request an exchange or return within 30 (thirty) days of receipt. The refund will be made using the same payment method or via a voucher for a new purchase on our website.

RETURN DUE TO DEFECT

If the product has a manufacturing defect, you can request an exchange or return within 90 (ninety) days . Our team will analyze the item and, if the defect is found, we will do what you prefer: exchange or full refund, as long as the 90 (ninety) day period to make the request is respected.

CONDITIONS FOR EXCHANGES AND RETURNS

• The product must show no signs of use (dirt, stains or general wear on any part of the product, including the surface, interior and sole).
• The product must also be in its original packaging.
• All original items (tags, main laces and extra laces) must be returned.
• Products with signs of use, damage caused by misuse or natural wear and tear will not be accepted.
• Requests made after the deadline will also not be accepted. As a reminder of the deadlines: to request an exchange or return of a product, the customer has up to 30 (thirty) calendar days from receipt; to request an exchange or return due to a manufacturing defect, the customer has up to 90 (ninety) days .

PREFER TO MAKE THE EXCHANGE USING A VOUCHER?

No problem. If you prefer, we can provide you with a voucher for the value of the returned product so that you can make a new purchase in our online store. The voucher is valid for 30 (thirty) days .

PRODUCTS ON SALE

Products purchased in the OUTLET section or in special promotions cannot be exchanged. These products can only be returned with the appropriate refunds, if a manufacturing defect is proven. In these cases, the customer has up to 90 (ninety) days to make the request. And the refund will be made using the same payment method.

PAYMENT REFUND

• Credit card: The refund period may vary depending on the card company and may take up to 60 days . This period depends on your card company and not on Cara de Cool. If you have any questions, please contact us and we will help you follow the process.

• Bank slip/Pix: the amount will be refunded directly to the buyer's bank account.

If you have any questions, just contact us by email: borafalar@caradecool.com.br . We will respond quickly.