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Exchanges and Returns
You have up to 10 (ten) days after receipt to request an exchange for products purchased on the carnan.com.br website
Vouchers released for exchange remain valid for 30 calendar days .
In the case of returns , you have 7 days from your signature or receipt of the product or service to cancel your purchase.
Products purchased on sale or promotional values WE DO NOT EXCHANGE:
For exchanges and returns, simply request directly at the link carnan.troquefacil.com.br
To perform:
1- Visit: carnan.troquefacil.com.br
2- Enter your order number + the email used for the purchase
You will make your exchange/return/order yourself, so stay tuned for the information!
An email will be sent with the Post Office authorization code to make your return. The code is valid for 10 days for posting, after the deadline the coupon will be automatically cancelled.
Oh! Only one return request per order is permitted. Conditions for return:
We do not exchange products outside the exchange period and products with promotional values.
The product must be intact and the exchange label affixed to the part;
If the product is defective due to misuse, the refund will not be authorized and the product will be returned to the customer.
*exchange and return policy for ceramics*
1- pay attention to the descriptions in the body text that accompanies each product, on the right of the page. The photo of the products are of real items but they are not the ones that will be sent. The photos are merely illustrative);
2 - pay attention to the dimensions and quantity of items that come with the product, which are found in the body of text on the right of the product page;
3 - all products are handmade and therefore may have variations in details, shape and size between them.
IMPORTANT: if the product arrives to you damaged during transportation, with missing items, with items that differ from the order or with damaged packaging, please notify us within 24 hours of delivery of the product to the requested location via email contato@carnan.com.br , otherwise, it will not be classified as refusal, but rather as regret or cancellation.
When refused, the order must be returned in its original internal packaging and the customer will be offered a purchase voucher worth the item's value, exchange for other items or a refund.
according to article 49 of the consumer protection code, the customer who makes purchases by means other than the physical store, has 7 days, counting from the date of receipt of the product, to cancel the purchase, communicate with us and make the return.
The customer must send us the product with the original internal packaging, and when we verify that the product does not show signs of use, they can choose another item for exchange. If the product in question is out of stock, the customer will be offered a purchase voucher worth the item's value, exchange for other items or a refund.
Reimbursement is made using the same payment method.
Talk to us
Do you have any questions about your order?
Send an email with your question to customerservice@carnan.com.br and we will respond as soon as possible.