Refund and Exchange Policy

Case 1) Purchase Regret

To be eligible for a refund or exchange due to buyer's remorse, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We cannot accept returns on orders under the following conditions:

Products that have been used, that is, in poor condition (damaged, stained, with body hair and/or odors);
Any item not in its original condition, is damaged or missing parts for reasons not due to our error;
Any item whose return intention has been communicated more than 7 calendar days after delivery.

If you do not meet the above conditions, to complete your return, we require a receipt or proof of purchase, your full name and order number, by sending an email to [email protected] . We reiterate that this information must be sent within 7 calendar days after receiving the product.

( Note : After this period, we will not be able to make exchanges or refunds due to buyer's remorse.)

After receiving your request, our team will have up to 7 calendar days to analyze the information and send you return instructions (in some cases, a return may not be necessary and the refund/exchange will be made immediately).

Once you receive your return instructions, you have up to 7 calendar days to post your returned item (please note that returns will not be accepted if it takes longer than this to post). For details on how to return your item, see the Return Shipping section below.

Once your return is received, our team will have up to 7 calendar days to inspect it, and we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request. Products that have been used, that is, in poor condition (damage, stains, and/or body hair), that are not in their original condition, without the original packaging, with missing items, or that are returned after the stipulated time will not be accepted.

If you are approved, you can choose to exchange or receive a refund. If you choose to exchange, please see the Exchanges section below. Our team will have up to 7 calendar days from the date of your decision to process your return, after which the normal delivery times from our Delivery Policy will apply.

If you choose a refund, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (see the Refund Processing Times section below).

If you are rejected for not meeting the criteria, you will be responsible for the cost of receiving the product back.

Case 2) 30 Day Warranty

For products that came with a manufacturing defect, the customer must contact our Customer Service Center within 30 calendar days after receiving the merchandise.

To activate the warranty, we require a receipt or proof of purchase, your full name and order number by sending an email to [email protected]. We also ask that you include clear and sharp photos showing the product's defects. In the case of electronics, send videos of up to 2 minutes demonstrating the defect.

We reiterate that this information must be sent within 30 calendar days after receiving the product.

( Note : After this period, the 30-day Warranty becomes invalid.)

After we receive your request with the necessary data, our team will have up to 7 calendar days to analyze the information and send you the return instructions (in some cases, a return may not be necessary and the exchange/refund will be made immediately).

For details on how to return your product, see the Return Shipping section below. The customer has a period of 7 calendar days to post the return of the product after receiving confirmation from the company (please note that returns will not be accepted if the postage takes longer than this to be made).

Once your return is received, our team will have up to 7 calendar days to inspect it, and we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request. Products with evidence of misuse, missing items, or items that are past the stipulated time will not be accepted.

If you choose a refund, your refund will be requested from our payment intermediary within 7 calendar days of communicating your decision, and a credit will automatically be applied to your credit card or original method of payment within a certain period of days (see the Refund Processing Time section below).

If, after inspection, it is found that the item does not have a manufacturing defect, and/or there was misuse by the customer, a refund/exchange will not be processed, and you will be responsible for the cost of receiving the product back.

Case 3) Item Discrepancy or Damage in Transit

Although extremely rare, it is possible that the product may suffer some damage during transport by the Post Office, or that an error may occur and a different product may arrive and/or in different quantities than the one ordered.

In this case, to receive a refund or exchange, we require a receipt or proof of purchase, your full name and order number by sending an email to [email protected]. We also ask that you include clear and sharp photos showing the damage to the product or the wrong product. In the case of electronics, send videos of up to 2 minutes demonstrating the defect.

We reiterate that this information must be sent within 7 calendar days after receiving the product.

( Note : After this period, we will no longer accept product returns due to item mismatch or shipping damage.)

Once your return is received, our team will have up to 7 calendar days to inspect it, and we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request. Products with evidence of misuse by the customer, differing from the initial evidence provided by the customer, or outside the stipulated time frame will not be accepted.

If, after inspection, it is found that the item is not damaged, and/or has been misused by the customer (or if it is the correct item if the customer has claimed a discrepancy in the items delivered), a refund/exchange will not be processed, and you will be responsible for the cost of receiving the product back.

Case 4) Lost/Stolen Order

If your order was lost, misplaced or stolen due to the Post Office's fault before it was delivered, please contact us within 90 calendar days from the date of purchase.

To complete your refund or exchange, we require a receipt or proof of purchase, your full name, and order number by emailing us at [email protected] . We reiterate that this information must be sent within 90 calendar days after purchasing the product.

( Note : After this period, we will not be able to make exchanges or refunds due to misplacement, loss or theft of the product.)

After receiving your request, our team will have up to 7 calendar days to analyze the information.

Once it has been proven that the item was stolen, lost or misplaced by the Post Office, you can opt for an exchange or a refund. If you opt for an exchange, see the Exchanges section below. Our team will have up to 7 calendar days after communicating your decision to process your reshipment, after which the normal delivery times of our Delivery Policy will apply.

Exchanges

If you choose an exchange, after your request is approved you can choose one of the options below:

Exchange for the same item or another product from the store with the exact same price;
Exchange for a higher priced option of the same product (Ex: Kit with more units) or for another product in the store with a higher price. In this case, the customer will need to pay a boleto or pix with the difference: [Price of the new higher priced option – Price of the old lower priced option];
Exchange for a lower price option of the same product (Ex: Kit with fewer units) or for another product in the store with a lower price. Please note that if you choose this option, the price difference is non-refundable. The customer may request a refund of the amount paid on the initial purchase if they prefer, instead of making an exchange.

Once your decision has been communicated (and the different amount paid in the case of option 2), our team will have up to 7 calendar days to process your reshipment, after which the normal delivery times of our Delivery Policy will apply.

Refund Processing Time

In cases where payment was made by credit card, our refunds may take 30 to 90 calendar days to occur after they have been approved by our payment intermediary, and may appear as a credit on your next card statement.

For payments via bank slip or Pix, the refund occurs within 10 business days after being approved by our payment intermediary. In these cases, the refund is made directly to the bank account provided by the customer.

Late or Missing Refunds

If you haven't received a refund yet, first check your bank account again.

Then contact your credit card company to verify.

Then contact your bank requesting more information.

If you've done all of this and you still haven't received your refund yet, and the refund processing time has passed, please contact us at: [email protected]

Return Shipment

To return your product, you must wrap it in its original packaging and use tape to seal the package. You must send it by post via PAC to the address below:

32b Baron of the Tower Street, 604 Ipanema, Rio de Janeiro RJ Zip Code 22411-000

Whether in case of buyer's remorse, manufacturing defect, damage during shipping or the wrong product arrives, Men From Rio will bear the cost of returning the order. The store only covers one return per order placed in these cases. In other cases, shipping costs are non-refundable.

Please note that the store will not cover additional packaging costs, so it is recommended that you wrap your item in the original packaging. Depending on where you live, the time it may take for your item to be returned may vary.

will arrange for the products to be sent to the address requested by the customer. Therefore, to ensure that there are no problems in the delivery of your order, we ask that you be careful when filling in the address where you wish to receive your order.

DELIVERY TIME

All orders are shipped within 1-5 days after payment is cleared.

Always aiming for reliability and credibility with our customers, our products are shipped directly from the factory in China or the United States. The estimated delivery time is 5 to 21 days, and may vary depending on the type of shipping and city. Our Free Shipping usually takes between 2 and 3 weeks for the South, Southeast and Central-West regions, and between 2 and 4 weeks for the North and Northeast regions.

Deliveries are made by the Post Office directly to the address registered by the customer.

*Delivery times are subject to stock availability and exclude customs delays.

SHIPPING PRICE

Our Free Shipping is free throughout Brazil.

TRACKING CODE

Men From Rio sends the tracking code to your email registered in our system as soon as the product is shipped. This code is all you need to track your order and all package movements from shipping to delivery.

This monitoring is the customer's responsibility, and they must pay attention to the movements of the object as there may be cases where it may be necessary to collect an object from the Post Office due to the object's delivery area, an error in the registered address or lack of service by the postman.

If you already have your tracking code, see our tracking page .

SAFE PURCHASE

Men From Rio offers you total security in your purchase.

From Monday to Friday, from 10 am to 5 pm, our team is ready to answer any questions or resolve any problems that may arise via our email. [email protected].

In addition, all purchases made have delivery insurance, which protects you in case of misplacement, loss or theft of merchandise from the Post Office. We always offer you options to have an incredible shopping experience!

ATTENTION: RECIPIENT ABSENT

Make sure there will be someone at the address to receive your products. The Post Office will make three attempts to deliver products. If there is no one at the address to receive the package on any of the attempts, the package will be taken to the Post Office branch closest to the address. In this case, the recipient of the package will need to collect it from the Post Office branch within 7 calendar days. If the recipient of the package does not collect it, according to Post Office rules, the package will be returned to the sender, and you will need to pay a new shipping fee, depending on the product, to resend the order.

All details related to delivery attempts, as well as the address of the post office where the recipient must pick up their package in the event of absence at the address, are recorded in the order tracking provided by the store.

ATTENTION: AREAS WITH HOME DELIVERY RESTRICTIONS

The Post Office does not deliver to homes in some cities, rural areas, or hard-to-reach or high-risk areas. If your item is destined for an area with home delivery restrictions, the Post Office will assess what action should be taken for the indicated ZIP code, and may extend the delivery period for the item by an additional 7 days or send the item to one of the Post Office locations so that the recipient can pick it up. The Post Office will leave a notice of arrival at the recipient's address, and the recipient must go to the indicated Post Office location, bringing identification documents, to pick up the item. The storage period is 7 calendar days. If the period expires and the package is not picked up, the item will be returned to the sender, and the customer will be responsible for paying a new shipping fee, depending on the product, to resend the package.

ATTENTION: INCORRECT OR INCOMPLETE ADDRESS

Men From Rio is not responsible for incorrect or incomplete delivery of the destination address for orders placed in the store. If the address is incorrect or incomplete, according to the Post Office's rules, the package will be returned to the sender and no further delivery attempts will be made to that address.

If delivery is not made due to a discrepancy in the address provided by the customer, the customer will need to wait for the product to be returned, and only then a new product will be processed and sent at no cost to the customer, or a refund will be issued. Alternatively, the customer can pay a reshipping fee, depending on the product, so that a new shipment can be made immediately without having to wait for the initial order to be returned. To do this, simply contact the store's support.

ATTENTION: LATE ORDER

If your order is delayed by more than 30 business days after the order's dispatch date (excluding delays for customs clearance) and you no longer wish to wait, the customer may choose between having the same order reshipped, or a refund of the amount paid, simply by contacting the store's support.

For other questions related to delivery, please see our FAQ.

BY MAKING A PURCHASE ON OUR WEBSITE, THE CUSTOMER DECLARES THAT HE OR SHE IS AWARE OF AND IN AGREEMENT WITH EVERYTHING DESCRIBED ABOVE.

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Refund and Exchange Policy

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