Exchanges and Returns
Our product exchange policy aims to provide customers with complete security regarding products purchased in our store.
All our products are guaranteed against manufacturing defects.
We also exchange products that are different from the one ordered by the customer.
If you receive a product from us with a manufacturing defect or different from what you ordered, follow the steps below to make the exchange:
If it has exceeded 7 business days and the product has any defect or fault, please contact us, informing your CPF, order number, the product to be returned and the defect.
As soon as we receive the email, we will forward your request to our quality department for verification. Authorization from this department will be required for a possible exchange to be made. Once the analysis has been carried out, we will get back to you with our opinion and whether an exchange is necessary.
The deadline for requesting an exchange for this reason is 90 days after receiving the product.
Please note that we will not make exchanges or refunds after this period.
- Your complaint will be analyzed within a maximum of 7 business days and, if the problem is confirmed, we will contact you via email and you will be able to choose one of the following alternatives:
- Receive a refund of 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 use on future purchases.
According to the CDC (Consumer Protection Code), the request to cancel virtual purchases must be made within 7 business/calendar days after the date of receipt.
For credit card refunds, our finance department has a maximum period of 7 business days to process the refund with the credit card operator and the deadline for the balance to be returned to your credit card is up to 120 days according to the card operators and depends on the closing of your invoice.
If it is necessary to make a refund, it will be made to a current account within a maximum period of 10 business days after the quality analysis and can only be made to an account with the same CPF that was used on our website.
In the case of products returned without prior communication, outside the deadline, with missing or divergent items, without the label or invoice, they will be returned to the customers.
The same applies to exchanges rejected after the products have been analyzed by our quality department. They will be returned to customers via Sedex collect and the shipping costs for this return must be paid by the customer.
Attention: PayK. is not responsible for shipping costs for returns followed by refunds, chargebacks or exchanges for other products, these costs are the customer's responsibility.