Terms & Conditions
S H O P
EXCHANGES AND RETURNS
Thinking about your total satisfaction when making a purchase on our website, we created this Exchange and Return Policy, in attention to the Consumer Protection Code and your needs as a customer.
First of all, it is important to remember that you must refuse to receive your product if it is in the following conditions:
- With the packaging violated;
- Presenting malfunctions; or
- Not consistent with the order made.
The shipping for the first exchange or return of the purchase is borne by Ana Toniolo Creations GmbH.
Only sealed products, without tampering with the packaging and without signs of use, can be exchanged or returned.
Returns: We accept returns for any reason within 7 (seven) calendar days of receiving your order and exchanges within 30 (thirty) days. In such cases, the amount will be refunded to the customer.
Exchange for Credit: The deadline for the request is up to 30 (thirty) calendar days, counted from the date of receipt of the product. When opting for the exchange for credit, you will receive via email a coupon for the amount paid for the piece, which can be used on our website for future purchases of any other product of equivalent or different value, provided that it is available in our stock, within 90 (ninety) calendar days. The coupon can only be used once. Applications received after this deadline will not be accepted.
In these cases, the amount will not be refunded to the customer, as the withdrawal period is 07 calendar days, considering the delivery date of the original order. After releasing the credit coupon in the amount paid for the returned item, even if the value is not used, the credit cannot be reversed or refunded.
Return and Refund of Value: The return request must be made within seven (07) calendar days from the date of receipt of the product. Applications received after this deadline will not be accepted. Returns will be made using the same payment method and amount as the order. Remembering that credit card operators may take up to two invoices subsequent to the month of request for the chargeback to carry out the credit.
Exchange for Defect: The request for exchange due to defects must be made within 90 (ninety) days after receipt of the product. Exchanges or repairs of goods will not be promoted when the defects accused arise from improper use, inappropriate storage, misuse or natural wear and tear. If no defects are identified in the product, it will be sent back to the customer, with the return shipping charge.
Note: Scratched lenses are considered a consequence of improper use of the product by the customer. Therefore, it is important that the customer checks the product at the time of delivery.
Exchange and Return Procedure:
To return/exchange a product, send a request to the email email@example.com within the period indicated above, with the following information:
- Order number (the one you received by email);
- Buyer's CPF or Passport Number;
- Option of "Exchange for Credit" or "Return"; and
- Explanation of the reason for the exchange or return.
With the authorized return, you will receive an email with the postage authorization code or instructions for delivery to the place where the goods were picked up or for collection by a third-party carrier (Keep an eye on your "Spam"!) . The means of transport for return will be the same chosen for delivery at the time of purchase.
The product must be returned in its original packaging, including accessories such as flannel and case, without the original postage labels and with the invoice. Remember that the invoice is sent by email when the order is dispatched.
Home collection: Just wait for the object to be picked up by the Post Office or partner carrier. When the collection is carried out in a condominium, the product must be available at the concierge, thus facilitating the withdrawal of the return. Two collection attempts will be made on consecutive working days. If the collection is not carried out within this period, the exchange/return process will be cancelled.
Posting Authorization: Go to a post office to post your return within the validity period stated in the postage authorization sent by e-mail. If the return is not made within this period, the exchange/return process will be cancelled. Remember that, in order to return goods, you must attach the invoice to the outside of the package.
As soon as the part returns to our administrative headquarters, it will be analyzed by our team. Once the conditions have been approved, the exchange or return procedure will continue. If the product is not in accordance with the original conditions and shows signs of use or damage, we will return the goods by charging the return shipping.
We are not responsible for products that are returned by means other than postage codes generated by SAC.
If you have any questions, please contact our Ana Toniolo Creations team at firstname.lastname@example.org.