**HOW TO EXCHANGE A PRODUCT?**
Our exchange and return policy follows the CDC (Consumer Protection Code - Brazil) guidelines. But don't worry, we'll explain it to you!
For both exchanges and returns, you must follow the procedure below:
You can exchange/return any product within 7 calendar days from the date of receipt.
*The cost of the first exchange is covered by the store; subsequent exchanges will be at the customer's expense.*
*The product must be returned in its original packaging, in the same condition as it was sent, and must not show signs of use.*
*If the customer contacts us after the 7-day period from receipt of the order, the return and shipping costs will be the responsibility of the customer.*
Start the process via this link: [https://troca.shop/trocas-produtos](https://troca.shop/trocas-produtos)
**SHIPPING CONDITIONS**
The estimated delivery date will be indicated on the order finalization page, after entering the delivery ZIP code. The delivery period starts after payment confirmation by the financial institution.
Our shipments are handled by various carriers, providing flexibility in choice. The delivery time for each ZIP code range is specified during checkout.
The shipping cost varies depending on the location, weight, and volume of the products. To calculate the shipping value, simply select the product, click on Buy, and enter the delivery ZIP code on the checkout page.
**EXCHANGE AND RETURN CONDITIONS**
The product to be returned must be unused, in its original packaging with all accessories, and accompanied by the purchase invoice. All returned products undergo an analysis by our team when they arrive at our office. The product for exchange and/or refund will only be processed after our team’s approval. If any discrepancies or violations are identified, the return will not be accepted, and the product will be sent back to the sender without prior notice.
**CUSTOMIZED ITEMS**
Customized products cannot be exchanged or canceled unless they have a defect due to customization. If your customized item has a defect in the product or customization, please follow the exchange and return procedure.
**EXCHANGE DEADLINES**
You can request an exchange for your products within 7 calendar days from the receipt of the order. The product must not show signs of use, must be in the original packaging or wrapped in brown paper, accompanied by the DANFE (Auxiliary Document of the Electronic Invoice), and include all seals, tags, accessories, and manuals.
**AFTER REQUESTING AN EXCHANGE, HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?**
Our exchange deadlines may vary depending on the item purchased and the collection/delivery location of the product. Generally, the average processing time for an exchange request is up to ten business days from the date we receive the product at our factory. After this period, the delivery time is the same as the initial order. To know the delivery time, please simulate it on the website.
**RETURN PROCEDURE**
The return of the product will be done through posting via Carrier/Post Office. You will receive instructions via email for posting the product. The product must be properly packaged according to the Carrier/Post Office rules. The procedure is simple and speeds up the exchange process. Please note that the acquisition of the new item or the return of the paid amount, when applicable, will be carried out after the product returns to our office.
**REFUND**
The refund of the amounts paid by the customer will be made in the same manner chosen during the initial payment process, minus the shipping cost. Credit Card: For purchases made with a credit card, the total or partial refund occurs through a credit card chargeback within 2 billing cycles after the return request. Bank Slip: Refunds for purchases made through a bank slip will be made to the buyer’s bank account within 10 business days after cancellation. Third-party accounts will not be accepted. Important: The refund will be processed only after receiving and analyzing the condition of the product(s) at our office and according to the exchange or return conditions. The product must not show any signs of use.
