Refund

What is the timeframe for exchanging or returning an order?

The deadline for returning a product is 7 (seven) consecutive days from the day after delivery. This is your right, as stated in article 49 of the Consumer Protection Code. Exchanges can be requested within 30 (thirty) days, and the product must be in saleable condition, without signs of use, with the original tag and packaging.

I received a product as a gift from an institution; can I exchange it with you?

I received a product from an institution; can I exchange it with you? No. You need to contact the institution directly and request the exchange due to tax and bureaucratic procedures.

Refund and reversal

For the funds to be released, the product must be returned in normal physical condition (without damage due to misuse), with original packaging and label. Refund: The refund will be processed when payment for your purchase is made via bank slip or PIX. You must provide your bank details for deposit when opening the claim.

IMPORTANT: The bank account or Pix key must belong to the purchase holder. Refund: The refund will be processed when your purchase was paid for by CREDIT CARD. After requesting the refund, our team will send you the protocol registered with the card issuer. The refund may take up to 60 days, as it will depend on the reconciliation of the card issuer and the closing of your statement.

I received a product that doesn't match my order, what now?

Rest assured. Our team is available to understand what happened and send the correct item. Please contact us using the support form:

Can I exchange my product for one of higher value and pay the difference? We do not currently offer this option. Therefore, it is important that you choose the same product or one of the same value to make the exchange. If you are not interested, you can request a refund and later purchase the desired product on our website.

I'm returning my order, do I need to send back the free gift?

I'm returning my order, do I need to send back the free gift? If you prefer a full refund, the free gift must also be sent back. If it's a partial refund, the refund will be based on the items returned, and in that case, it's not necessary to return the free gift.

My product arrived damaged or defective, what should I do?

If your product has a defect or damage, please follow these instructions to open a claim: "I bought it on the website" (Select according to the place of purchase) and then "My product has a defect," filling in all the fields. The requested attachments are mandatory and must be in PDF format, and all fields must be completed. The claim is individual, one per product. The warranty periods must be respected, as follows: Boots/Sneakers: 180 days from the date of purchase printed on the invoice. Handcuffs/Flashlights (Purchased after March 2023): 365 days from the date of purchase printed on the invoice. Other products: 90 days from the date of purchase printed on the invoice.