Mochila MAYA

To make exchanges and/or returns, it is very important that you consider the following questions:

RECEIPT OF THE PRODUCT

When your purchase arrives, observe the condition of the product/packaging upon delivery by the carrier and refuse receipt if:

• The packaging is open or damaged;

• The product is in poor condition;

• The product does not correspond to the order;

• The order is incomplete.

If you notice any damage to the product after receiving it, contact our team within 72 hours.

The request for a return due to regret or withdrawal must be made by contacting our email within 7 (seven) calendar days from the date of receipt of the product, in accordance with article 49 of the Consumer Protection Code.

It works like this:

• You contact our team at contato@apoenabolsas.com and inform the product to be returned and the reason for its return, in addition to your full name, order number, CPF, full address and contact telephone number;

• After analysis and authorization from our service center, the order can be dispatched. You will receive a confirmation email with posting instructions and exchange procedures and you will be able to return the item. It is important to correctly follow the instructions to avoid damage to the product or errors during shipping;

• The product must be sent in the original packaging. If you no longer have the original packaging, pack the product in packaging that protects it from damage during transportation;

• The product must not show any signs of use or any type of modification made by the customer, as well as damages or problems not reported during the first contact with our team;

• It is necessary to send a copy of the DANFE (Electronic Invoice Auxiliary Document), a document delivered together with the order, with the justification for the return on the back of the invoice;

• Upon receipt of the returned product, our team will carry out an analysis to confirm the conditions required in cases of return. The deadline for analysis is up to 5 (five) business days, counting from receipt of the product. After analysis, you will be informed via email about the cancellation of the order;

• The refund of the product value will be made according to the payment method chosen by the customer at the time of purchase. If the purchase is made using a credit card, the refund may occur within up to two invoices from the date of the card. In the case of a bank slip, you will be asked for an account for reimbursement.

We emphasize that Apoena reserves the right not to accept the return of the product if the above policies are not complied with. Furthermore, all communication regarding the return process must be made via email.

All of our products are handcrafted using natural raw materials. Therefore, it is important to highlight that it is common for there to be small variations such as color or textures that are influenced by the nature of the butiá straw or other materials used, but in any case, if your product presents any manufacturing defect, any problem or is in disagreement with the order placed, we ask that you contact us so that we can resolve your situation.

It works like this:

• You contact our team at contato@apoenabolsas.com within 7 (seven) calendar days after receipt and inform the product to be returned and the reason for its return, in addition to your full name, shipping number order, CPF, full address and contact telephone number;

• After analysis and authorization from our service center, the order can be dispatched. You will receive a confirmation email with posting instructions and exchange procedures and you will be able to return the item. It is important to correctly follow the instructions to avoid damage to the product or errors during shipping;

• The product must be sent in the original packaging. If you no longer have the original packaging, pack the product in packaging that protects it from damage during transportation;

• The product must not show any signs of use or any type of modification made by the customer, as well as damages or problems not reported during the first contact with our team;

• It is necessary to send a copy of the DANFE (Electronic Invoice Auxiliary Document), a document delivered together with the order, with the justification for the return on the back of the invoice;

• Upon receipt of the returned product, our team will carry out an analysis to confirm the conditions required in cases of return. The deadline for analysis is up to 5 (five) business days, counting from receipt of the product. After analysis, you will be informed via email about the cancellation of the order;

• If the defect is found, you will have the option of requesting a refund, exchanging it for an equal product or another of the same value (if you choose a product of higher value, you will have to pay the difference);

• The refund of the product value will be made according to the payment method chosen by the customer at the time of purchase. If the purchase is made using a credit card, the refund may occur within up to two invoices from the date of the card. In the case of a bank slip, you will be asked for an account for reimbursement.

We emphasize that Apoena reserves the right not to accept the return of the product if the above policies are not complied with. Furthermore, all communication regarding the return process must be made via email.

If you have any questions or situations not covered by these policies, we ask that you contact our team at contato@apoenabolsas.com and we will be happy to help you.