To build and maintain a positive relationship with our customers, Cotton House BR has established this Exchanges and Returns Policy for purchased products, in accordance with the Brazilian Consumer Protection Code.
Customers must request an exchange or return by emailing [email protected].
Our customer service team is available Monday through Friday, from 9:00 a.m. to 6:00 p.m., except on public holidays.
An exchange or return must be requested through the email address provided above within 15 calendar days from the date the product was received.
Products submitted for an exchange or return must:
Products that do not meet these conditions will be returned to the customer without prior notice.
To provide our customers with a positive shopping experience, the first exchange is free of charge, provided that the order meets all the conditions described above.
Should the customer request more than one exchange for the same order, the customer will be responsible for the shipping costs related to any additional exchanges.
Refunds will be processed by reversing or cancelling the transaction through the debit or credit card provider.
The refund process is the responsibility of the card provider and may take up to two months after the product is received at our facilities, depending on the processing time established by the card provider and the closing date of the customer’s billing statement.
For products purchased with a promotional discount, the refunded amount will correspond to the amount actually paid by the customer, rather than the product’s original price.
Customers must immediately notify us by email at [email protected] and refuse delivery if any of the following situations occur:
a. The customer has decided to cancel the purchase;
b. The packaging is open or damaged;
c. The product is damaged; or
d. The product does not match the order.
Customers who change their mind about a purchase may request a refund or cancellation of the transaction, provided that the product:
a. Was received no more than 7 calendar days before the request;
b. Shows no signs of use; and
c. Is accompanied by the original invoice or receipt.
Cotton House BR provides a 15-calendar-day exchange guarantee for all its products.
Should a customer receive a product with a fault or defect, and the product has not been used, the customer must contact us within this period. We will take the appropriate steps to resolve the issue.
