Exchange Policy

EXCHANGE AND RETURN POLICY

Melissa 's online store is currently only accepting returns :)

Requesting an exchange at Melissa is simple and quick; to do so, you must follow these steps:

Access the Exchange and Return Form using your login and password and fill in the requested information, respecting the procedures described in this Exchange and Return Policy.

Before we begin, it's important that you know:

We ask that you keep the invoice received at the time of delivery of the purchased products.

We ask that you keep the original packaging of the product and/or accessories purchased in good condition. In case of exchange or return, we may request them.

The order items and invoice must be checked at the time of delivery. You should not accept a product with damaged packaging. If this happens, we recommend that you refuse delivery and contact our customer service immediately through the channels available on the website.

Once delivery is complete, responsibility for the product's integrity immediately passes to the person who received it. The same applies to gifts delivered to third-party addresses.

The merchandise must not show any signs of use (except for defects).

Attention: We do not reimburse shipping costs for products returned independently, i.e., without using the postal code sent by email. Therefore, we suggest that after filling out the form, you wait to receive the postage code with the corresponding instructions.

The Exchange and Return Policy will be applied according to the criteria of the following scenarios:

1. EXERCISE OF THE RIGHT OF WITHDRAWAL:

According to article 49 of the Consumer Protection Code, if you regret your purchase, you have up to 7 (seven) calendar days after receiving the merchandise to request a return.

The product must be returned in its original packaging, in perfect condition, along with the original receipt, the first copy of the invoice, or DANFE (Brazilian electronic invoice).

It is mandatory that the products have their original labels and seals intact.

The product must be shipped in sealed packaging that adequately protects it from damage during transport.

The product must not show any damage or signs of use, washing, or modification by the customer.

We will cover the cost of return shipping, through a prepaid postage authorization at a post office.

After we receive the product at our center, you will be notified about the next step in the return process, at which point we will request your information to refund the amount paid for the product plus shipping costs.

We reserve the right to refuse the return if the returned product does not meet the above criteria, shows signs of use or damage (such as scratches, cuts, grooves, washing, signs of foot traffic, etc.). If this occurs, we will be exempt from accepting the return and will return the same product to the customer. In this case, the return shipping will be at the customer's expense.

2. EXCHANGE/RETURN DUE TO DEFECT:

If the product you received has any manufacturing defect, you may request an exchange within 90 (ninety) calendar days after receiving the merchandise, following the rules of the Consumer Protection Code, upon presentation of the original invoice or DANFE, and provided the product is in its original packaging and shows no signs of misuse.

To do this, we ask that you fill out the Exchange/Return request form, with the reason "Defect".

After the exchange request is completed, we will provide you with a return shipping authorization via email so that you can send the product back free of charge.

After we receive the product at our center and conduct a quality analysis, you will be notified about the next step in the return process, at which point we will request your information to refund the amount paid for the product plus shipping costs.

We reserve the right to refuse the return and send the product back to the customer if any of the items do not meet the stated standards. In this case, the return shipping costs will be the customer's responsibility.

Please refer to the table below for clarification on what constitutes a manufacturing defect:

3. EXCHANGE/RETURN DUE TO MODEL, COLOR AND/OR SIZE:

If the product you received does not fit, or you are not satisfied with the model/color, the exchange period will be 30 (thirty) calendar days after receiving the merchandise.

To do this, we ask that you fill out the Exchange/Return request, indicating the order number and the product code to be returned. Ex.: 17977-90774-0380 (only the numbering in the example format).

After we receive the product at our center, you will be notified about the next step in the return process, at which point we will request your information to refund the amount paid for the product.

Please note that in cases of returns due to incorrect style, color, or size, all shipping costs are the responsibility of the customer.

4. Mistake in delivery:

If you receive a product that does not match your order (different number, model, or color than requested), we recommend that you inform us as soon as possible. We have established a maximum period of 30 (thirty) calendar days after receiving the merchandise for this communication.

To do this, we ask that you fill out the Exchange/Return request form, with the reason "Incorrect Delivery".

After the exchange request is completed, the responsible department will contact you by email within 48 business hours and provide a postage authorization so that you can send us the incorrect product, free of charge.

After we receive the product at our center, you will be notified about the next step in the return process, at which point we will request your information to refund the amount paid for the product plus shipping costs.

5. Involuntary return by the postal service:

If the order is returned by the Post Office with a status of "invalid address", "unknown recipient", "moved", "owner not found" or similar situation, we will contact you and may be able to resend the product, with the cost of resending being the customer's responsibility.

GENERAL INFORMATION REGARDING CANCELLATION AND REFUNDS:

In the event of an exchange due to a defect, exercising the right of withdrawal (7 days), or delivery discrepancy (items 1, 2, and 4 of this Policy), we will cancel your order and consequently refund the amounts paid, following the criteria established above for each situation.

In the case of returns due to exchanges for a different model, color, or size (item 3 of this Policy), all shipping costs will be the customer's responsibility; we will only reimburse the amount paid for the product.

Important: Refunds will be processed according to the payment method used when placing the order.

For payments made via Boleto Bancário (bank slip): we will refund the amount within 30 (thirty) days from the date of posting, at the Post Office, of the product to be returned.

For payments made by credit card: the refund will appear on your statement, following the timeframe determined by your card issuer.