Request Period The customer may request: 1.1. Return due to change of mind Can be made within 7 consecutive days after receiving the product, in accordance with the right of withdrawal provided for in the Consumer Defense Code. 1.2. Exchange or return due to defect or damage Can be made within 7 consecutive days after receipt, when a manufacturing defect, transport damage, or malfunction is found.
General Conditions For the exchange or return to be processed, the customer must contact Estúdio Ame within the informed period, providing order details and, where applicable, photos or videos proving the issue.
Analysis Criteria 3.1. Change of Mind For returns due to change of mind, the product must be: In perfect condition; With no signs of use; With original packaging preserved; With all accompanying accessories and items. Requests that do not meet these requirements may be refused. 3.2. Defect or Damage For exchanges due to defects or damage, the customer must send: Photos or videos proving the issue; A clear description of what happened. Products with signs of misuse, damage caused by the customer, or improper alterations will not be eligible for exchange or return.
Shipping Costs 4.1. When Estúdio Ame covers the costs Confirmed manufacturing defect; Damage caused during transport, provided it is reported within the informed period. 4.2. When the customer covers the costs Return due to change of mind; Analysis result indicating the absence of a defect; Reshipment in case of an incorrect or incomplete address, or the absence of a recipient.
Request Procedure To request an exchange or return, the customer must: Contact Estúdio Ame support providing the order number, full name, and reason for the request. Send images or videos of the product where applicable. Wait for the analysis, which will be completed within 3 business days. Follow the shipping instructions provided after approval.
Refund (for change of mind cases) The refund will only be processed after receiving and verifying the integrity of the product. For purchases made via credit card, a chargeback will be requested from the operator. Payments via Pix or bank slip (boleto) will be refunded to the account provided by the customer. The refund processing period is up to 10 business days after confirmation of the return.
Product Replacement (for defect cases) After confirmation of the defect: The product may be replaced with an identical one; or If unavailable, the customer may choose another item of equal value or request a refund.
Non-Eligible Products
Personalized or custom-made products, except in cases of defect; Products with signs of use in the case of change of mind; Items that are not returned with all accessories or original packaging.
