Custom Products Policy

SHIPPING TIME : The shipping time for customized products can be up to 30 business days , but they are usually sent much earlier. Please note that the shipping time does not include the delivery time. As soon as the product is shipped, you will receive the tracking code in the registered email, for tracking purposes.

As these are personalized products made specifically for each customer, we only make exchanges in the event of a real defect in the product, or some type of error in its customization by our team. The defect must be sent to our email or WhatsApp, preferably with photos and videos, within 7 calendar days of receiving it. After this period, exchange requests will not be accepted.

According to the rules of the CDC (Consumer Protection Code), customers who make purchases through online stores have up to 7 (seven) days after receiving the product to cancel the purchase. According to article 49, the consumer may cancel the contract within seven days from the date of signing or receiving the product or service, whenever the contract for the supply of products and services occurs outside the commercial establishment, especially by telephone or at home.
Sole paragraph – If the consumer exercises the right to withdraw provided for in this article, any amounts paid, for any reason, during the cooling-off period will be immediately refunded. It is hereby noted that the exchange and/or return policy within 7 days from the date of receipt of the product does not apply to customized products, which cannot be returned or exchanged, since these are products made exclusively, determined by each order. We clarify that once the customization has been made, it is not possible to remove it, leaving the product unusable for any other sale.

DELAYS - BY THE COMPANY OR THE POST OFFICE

Since this is a production process, a pre-established deadline is required for the shipment of the merchandise. If the product is delivered/posted late by the company, the customer may choose not to receive the merchandise and receive a refund of the amount paid. In this case:
- Refuse delivery upon receipt; In this case, the merchandise will be returned to the sender's address.
- Notify the company that the product has been received but you will opt for a return. In this case, we will generate a PLP label from the Post Office or the return code.
The refund of the order will be made in full, using the same payment method used for the order, whether by transfer or credit card. The refund will only be processed after the products have been received and analyzed. The product must not show any signs of use.
We are not responsible for delays on the part of the contracted carrier.