Returns & Exchanges

 

Our product exchange policy is designed to provide customers with complete confidence in the items purchased from our store.

All our products are covered by a warranty against manufacturing defects.

We also offer exchanges for products that differ from what was originally ordered.

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

If more than 7 business days have passed and the product presents any defect or issue, please contact us, providing your CPF (or ID), order number, the product to be returned, and a description of the defect.

Once we receive your email, your request will be forwarded to our Quality Department for evaluation. Authorization from this department is required before any exchange can proceed. After the analysis, we will contact you with the final decision and inform whether an exchange will be necessary.

The deadline to request an exchange due to defects is 90 days from the date of receipt.

Please note: we do not process exchanges or refunds after this period.

Your claim will be reviewed within a maximum of 7 business days. If the issue is confirmed, we will contact you via email and you may choose one of the following options:

• Receive a full refund of the amount paid
• Receive a replacement product identical to the original order
• Receive a product of similar value
• Receive a store credit (coupon) for future purchases

According to the Consumer Protection Code (CDC), cancellation requests for online purchases must be made within 7 calendar days from the date of receipt.

For credit card refunds, our financial department has up to 7 business days to process the request with the card operator. The time for the refunded amount to appear on your statement may take up to 120 days, depending on your card provider and billing cycle.

If a refund is required, it will be issued to a bank account within 10 business days after quality analysis approval. The account must be registered under the same CPF used for the purchase.

Products returned without prior communication, outside the allowed timeframe, with missing or incorrect items, or without tags or invoice, will be sent back to the customer.

The same applies to exchange requests that are rejected after quality inspection. These items will be returned via cash-on-delivery (Sedex), and the shipping cost must be paid by the customer.

Important: Montevell is not responsible for return shipping costs related to refunds, chargebacks, or exchanges. These costs are the customer’s responsibility.