Returns and Exchange

Our product exchange policy is designed to provide our customers with complete security regarding the products purchased from our store. All our products come with a warranty against manufacturing defects. We also accept exchanges for products that are different from what the customer ordered. If you receive a product from us with a manufacturing defect or one that is different from what you ordered, please follow the steps below to initiate the exchange:

• If more than 7 business days have passed and the product shows a defect, contact us with your CPF (tax ID), order number, the product to be returned, and the defect.
• Once we receive your email, we will forward your request to our quality department for review. Authorization from this department is required for any possible exchange. After the review, we will contact you with the results and let you know if an exchange is necessary. The deadline to request an exchange for this reason is 90 days from the date of product receipt.
• Please note that exchanges or refunds will not be processed after this period.
• Your complaint will be analyzed within a maximum of 7 business days, and if the issue is confirmed, we will contact you via email. You can then choose one of the following alternatives:
  • Receive a refund for the amount paid.
  • Receive a new product identical to the one ordered.
  • Receive a product of similar value.
  • Receive a coupon with the value of the product to be used on future purchases.

According to the Consumer Protection Code (CDC), cancellation requests for online purchases must be made within 7 business days of receiving the product. For credit card refunds, our finance department has a maximum of 7 business days to process the request with the credit card company, and the credit will be returned to your card within up to 120 days, depending on the card company and your billing cycle.

If a refund is necessary, it will be made to a bank account within 10 business days after the quality assessment, and only to an account with the same CPF used on our website.

Products returned without prior communication, after the deadline, missing items, or without the label or invoice will be sent back to the customer. The same applies to exchanges that fail after analysis by our quality department. These products will be returned to the customer via express mail (Sedex) with payment due upon delivery, and the customer will be responsible for the return shipping cost.

Please note: Shop Vibe is not responsible for return shipping costs related to refunds, chargebacks, or exchanges for other products. These expenses are the customer’s responsibility.