Our Product Exchange Policy aims to provide customers with complete security regarding products purchased from our store.
All of our products come with a warranty against manufacturing defects.
We also accept exchanges for products that are different from what was originally ordered.
If you receive a product with a manufacturing defect or one that is different from your order, please follow these steps to request an exchange:
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If more than 7 business days have passed and the product presents a defect or issue, please contact us and provide your CPF (Brazilian Tax ID), order number, the product to be returned, and the defect identified.
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Once we receive your email, we will forward your request to our Quality Control Department for verification. Their authorization will be required for a possible exchange. After the analysis, we will contact you with the results and whether an exchange is necessary.
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The deadline to request an exchange for this reason is 90 days after receiving the product.
⚠️ Please note: No exchanges or refunds will be processed 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:
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Receive a full refund of the amount paid.
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Receive a replacement of the same product originally ordered.
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Receive a product of similar value.
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Receive a store credit coupon in the amount of the product, to be used for future purchases.
According to the Brazilian Consumer Defense Code (CDC), requests to cancel online purchases must be made within 7 business days (calendar days) after receiving the order.
For credit card refunds, our Finance Department has up to 7 business days to process the request with the card issuer. The credit may take up to 120 days to appear on your statement, depending on the card operator and your billing cycle.
If a refund is necessary, it will be made to a checking account within a maximum of 10 business days after the quality analysis is completed, and it can only be issued to an account registered under the same CPF used for the purchase.
Products returned without prior communication, outside the deadline, missing or with discrepancies in items, or without labels or invoices will be sent back to the customer.
The same applies to exchanges that are denied after product analysis by our Quality Department. In these cases, the items will be shipped back to the customer via “Cash on Delivery” (Sedex a cobrar), and the return shipping cost must be paid by the customer.
⚠️ Important: Pugmin Store is not responsible for shipping costs related to returns followed by refunds, chargebacks, or exchanges for other products. These expenses are the customer’s responsibility.