Refund, Exchange, and Return Policy

1. Exchange and Return Policy

1.1 Request Deadline:
Customers can request an exchange or return of the product within 7 (seven) calendar days after receiving it, in accordance with the Consumer Protection Code.

1.2 How to Request:
Contact us via:

• WhatsApp: (48) 99208-2854
• Email: contato@ardeny.com.br

When contacting us, please provide:
• Order number
• Product to be exchanged or returned
• Reason for the request

1.3 Conditions for Acceptance:
• The product must show no signs of use.
• It must be in its original packaging with all accessories, labels, and protections intact.
• The customer must package the product in a way that prevents damage during transport.
• Returns will not be accepted for damaged or altered products.

1.4 Response Time:
We will respond within 48 working hours with instructions for the procedure.

1.5 Shipping Costs:
The customer is responsible for the shipping costs for exchanges or returns (both delivery and return shipping), except in cases of defective products.

1.6 Purchase Cancellation:
Cancellations must be requested within 24 hours after payment.

2. Refund Policy
2.1 Conditions for Refund:
A refund will be issued in the following situations:

• If the product is returned according to the exchange and return policy.
• In case of purchase cancellation within the specified period.
• If the order cannot be delivered due to loss or another issue confirmed by the carrier.

2.2 Refund Processing Time and Method:
• Credit card purchases: The refund will be processed directly to the card’s statement and may take up to 7 working days after approval.
• Boleto purchases: You will need to create an account with Cartpanda Pay and/or Mercado Pago using the same email registered with the store. The refund will be available in this account.
• All refunds will include a refund receipt sent to the customer.

3. Delivery Address Issues
3.1 Address Changes:
After the order is shipped, it is not possible to change the delivery address.

3.2 Incorrect Address:
• If the address provided is incorrect and the package is returned to the sender, the customer will be charged for reshipping, even in cases of free shipping on the original purchase.
• The customer is responsible for providing the correct delivery details.

3.3 Loss or Delivery Issues:

• In the event of loss or another confirmed issue related to the carrier, a new shipment will be sent at no additional cost.

• The delivery timeline will restart after the new order is shipped.

4. Final Remarks

• The customer agrees to the terms of this policy upon completing the purchase.

• For any questions or additional support, please contact us via WhatsApp or email listed above.