Returns and Exchanges

Loja da Trama Afetiva aims to provide a secure shopping experience, with attentive service, transparency and respect for your rights as a customer. This policy explains how to request exchanges, returns and refunds.

How to Submit a Request

Requests can be submitted through the Trama Afetiva Returns and Exchanges Center: https://tramaafetiva.troque.app.br/.

Have your order number ready. You can find it in the emails sent after your purchase. In the center, you can select the item, choose the type of request and follow the shipping instructions. You do not need to provide a reason when returning a purchase under your right to cancel.

You can also submit a request by email at [email protected] or via WhatsApp at +55 11 3399-2399, including if you have difficulty accessing the center.

The store will immediately acknowledge receipt of your request and provide a response within 5 days, without delaying any steps that must be taken immediately.

Photographs may be requested to help assess defects, damage or an incorrect shipment. Do not send the item back before receiving return instructions.

Canceling Your Purchase

For online purchases, you may request a return under your right to cancel within 7 calendar days after receiving your order, without providing a reason.

This deadline applies to submitting the request, not to the item’s arrival back at the store.

Loja da Trama Afetiva will refund the full amount paid for the returned purchase, including the corresponding shipping charges. Return shipping will be arranged at no cost to you.

Your refund will not be replaced with store credit without your agreement.

Exchanges for Size, Color or Personal Preference

You may request an exchange for size, color or personal preference within 7 calendar days after receiving your order. This deadline applies to the request, not to the item’s arrival back at the store.

Because our pieces are one of a kind, exchanges are subject to the availability of other products. If you cannot find an alternative, you may choose a return and refund. Store credit will be offered only with your agreement.

The store will arrange return shipping at no cost for requests submitted within this period. Any price difference between items and the shipping conditions for your chosen replacement will be disclosed before the exchange is confirmed.

Choosing an exchange does not limit your right to cancel. For purchases made before this policy was changed, the conditions offered on the purchase date will be honored.

Defective Products

If you identify a defect, contact Loja da Trama Afetiva through our customer service channels.

For durable goods, the Brazilian Consumer Protection Code allows 90 days from delivery to report visible or readily identifiable defects. For a hidden defect, the period begins when the problem becomes apparent.

The store will receive and inspect the item at no shipping cost to you. Where applicable, the statutory period for correcting the defect is up to 30 days. If the problem is not resolved within that period, you may choose a replacement with an equivalent product, reimbursement of the amount paid or a proportional price reduction, except in the circumstances provided by law in which you may request these remedies immediately.

An item’s one-of-a-kind nature or use of reclaimed materials does not affect the statutory warranty.

Incorrect or Damaged Products and Incomplete Orders

If you receive an item different from the one purchased, an incomplete order or a damaged product, contact the store as soon as you identify the problem.

Photographs of the packaging and product can help us assist you, but their absence does not prevent you from submitting a complaint.

Loja da Trama Afetiva will arrange a solution at no additional cost, respecting the remedies and rights provided by law. These cases are not limited to the seven-day cancellation period.

Item Condition

During the process, handle the item with care and, whenever possible, keep the tags and packaging you received.

Trying on an item to check its size and fit does not prevent you from exercising your right to cancel. The absence of the original packaging alone does not remove that right.

The store may assess signs of wear, washing, alterations or damage occurring after delivery. This assessment does not affect your statutory warranty rights or prevent you from submitting a request. For defect claims, normal wear alone is not grounds for refusal.

Refunds

After receiving and inspecting the returned item, we will initiate your refund within 2 business days, using the same payment method as the original purchase.

For payments made through Nuvem Pago or Mercado Pago, the refund will be requested directly through the platform used for the order.

For card purchases, the refund will be credited to the same card. When the credit appears on your statement depends on the card issuer and statement closing date.

For Pix purchases, the amount will be returned to the originating account.

For cancellations within the statutory period, the full item price and shipping charges paid for the order will be refunded. We will send confirmation as soon as the refund has been requested.

When Your Order Arrives

Inspect the packaging and item after delivery. If you notice tampering, damage or a discrepancy, take photographs if possible and contact our customer service channels.

These recommendations help clarify what happened but do not limit statutory time periods or rights.

Need Help?

Contact Loja da Trama Afetiva using the channels below. If possible, include your order number to help us locate your purchase.

Email: [email protected]
WhatsApp: +55 11 3399-2399
Returns and Exchanges: Visit the Center — https://tramaafetiva.troque.app.br/.