exchange policy

Exchanges and Returns

TERM OF EXCHANGE, RETURN AND REGRET.

Rest assured, our goal is your satisfaction. And to make sure you're completely satisfied with the Hedgehog, the first exchange is free!

Deadline for requesting an exchange: The statement for an exchange/return due to regret must be made within 7 (seven) calendar days from the date of receipt of the goods by the customer or another person in charge. In other exchange requests for the same order, Ouriço reserves the right to make a new charge for freight and other postage charges.

To make the exchange/return, the customer must contact our email contato@ouricoloja.com.br and make the request.

The free exchange is made via PAC - Correios (the term of the service is defined by the Correios according to your region). If the product is not posted within a period of 15 calendar days after receipt of the postage code by the customer, the reservation is canceled and the shipment of the goods becomes the responsibility of the customer.

Products returned without communication, after the specified period, or with the absence of accompanying items/accessories, will be resent without prior consultation.

The customer may exchange or return the purchased products observing the following conditions:

  • The products must present an invoice, labels and tags attached;
  • Products must be in their original packaging, accompanied by all accessories, including plastic packaging.
  • We remind you that we work with underwear and for your safety and hygiene our analysis is extremely strict. The products cannot have been washed and/or show signs of use, such as, for example, odors, stains, grooves and sewing adjustments.

All products received will be subject to an evaluation, with the aim of verifying whether the return meets the requirements stipulated in this Policy .

Upon receipt of the product at the Ouriço Distribution Center, it will be submitted for analysis within 3 working days, counted from the date of entry.

If it does not comply with the rules mentioned above, Ouriço reserves the right not to accept the return.

EXCHANGES:

  • Being the first exchange, and requested within a period of 7 (seven) days after receipt, the freight is on us. We will email you a postage code.
  • Upon receipt of the product at the Ouriço Distribution Center, it will be submitted for analysis within 3 working days, counted from the date of entry.
  • If the item(s) complies with the conditions communicated above, an EXCHANGE COUPON will be generated in the amount paid for the piece(s). After releasing the Coupon, the customer will receive an email informing its number and expiration date.
  • After being generated, it will not be possible to request the cancellation of the coupon.
  • The coupon is non-transferable, so it must be used with the same registration in which the purchase was made.
  • The customer can use the coupon to choose the same or another product, according to the stock available in our virtual store at the time of use.
  • If there is a price difference for more, the customer must pay the difference using one of the payment options available at the time of purchase. The coupon can only be used once and is valid for 60 days from the date of issue.

PROMOTION PURCHASES:

  • For products purchased on sale, if an exchange and/or return is necessary, the amount considered will be the amount paid for the product and not the price on the website.

Example: If you purchased an item on sale for BRL 100.00 but its value on the website is BRL 150.00, the value considered will be BRL 100.00.

RETURNS:

  • Being the first return, and requested within a period of 7 (seven) days after receipt, the freight is on us. We will email you a postage code.
  • Upon receipt of the product at the Ouriço Distribution Center, it will be submitted for analysis within 3 working days, counted from the date of entry.
  • If the item(s) complies with the conditions communicated above, we will initiate the reversal process, according to the original payment for the order.

Card – the reversal request will be forwarded to the card administrator. It usually occurs between one or two invoices depending on the expiration date of the card and the closing of the invoice by the administrator.

Boleto – Reversal through deposit into a current account within a period of up to 10 business days, counted from the approval in the analysis process. For security reasons, the deposit cannot be made into a third party account.

IMPORTANT INSTRUCTIONS

  • If, upon delivery of the product, the packaging is damaged, refuse receipt and immediately notify our Customer Service Center by email: contato@ouricoloja.com.br
  • We inform you that it is currently not allowed to exchange products in physical stores when purchased in the online store and vice versa .
  • Do not send the goods without contacting our call center.

IN CASE OF INVOLUNTARY RETURN - POST OFFICE

In case of return by Correios claiming “invalid address”, “unknown recipient”, “moved”, “owner not found” or similar situation, the total or partial reversal/cancellation of the transaction will be carried out with the card administrator (if the purchase was made by credit card), or via bank deposit into an account with the same ownership as the purchase (if it was paid by bank slip).

DELIVERY DELAY

We remind you that your order will only be available for shipment after confirmation of payment, either by the credit or debit card company, or by the financial institution when the chosen payment method has been the bank slip. Only after such confirmation does the delivery period stipulated at the time of purchase begin.

If your order does not arrive on the estimated date, please contact our call center for clarification by email: contato@ouricoloja.com.br

✔️ Produto adicionado com sucesso.

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