Exchanges and Returns

Exchanges and Returns - Jovi

Exchanges and Returns

To request an exchange or return of the product, you must contact us via WhatsApp (6992677708) or by email (sac.jovi@outlook.com) within 7 calendar days after delivery, informing the order number, the item you wish to exchange and the reason for the request.

After the procedure, we will return within 48 business hours with instructions on how to proceed. In order for the product exchange to be accepted, the item must be sent in its original packaging and without signs of use. Otherwise, we will not accept the return.

NOTE: If the request is not made within 7 days of receipt, the customer will lose the right to exchange or return.

For exchanges, we do not cover the round-trip shipping costs.

Cancellation of purchase must be requested within 24 hours after payment!

Exchange or return policy

The product must meet the following requirements for exchange or return:

  • The product must not show any signs of use.
  • Products must be returned with all original packaging.
  • The customer must pack the product in a way that prevents damage.
  • No exchange will be made for products damaged or modified by the customer.

Address error

Shipping address: Once the package has been sent, it is no longer possible to change the recipient's address. If the package is returned to the sender and the customer wishes to have it sent again, the shipping cost for the new package will be the customer's responsibility, as we are not responsible for incorrect address data, since there has already been a shipping cost. Even for customers who received free shipping, in the event of an error in the address registration or the package is returned to the recipient, the new shipping cost will be the customer's responsibility.

In cases of loss or any delivery problem related to our carrier, a new shipment will be requested and the delivery period will restart.

Reimbursement

Every refund is accompanied by proof of refund, which the customer receives a copy of.

When the purchase is made by card: the refund is made by the card itself.

If the purchase is made using a bank slip: the person must create an account on Mercado Pago using the store's registered email address to receive the refund.