Returns and Exchanges Policy

Our product exchange policy aims to provide customers with complete security regarding products purchased in our store. All our products come with a manufacturing defect warranty. We also exchange products that arrived different from what was ordered by the customer.

If you receive a product from us with a manufacturing defect, broken, or different from what you ordered, follow these steps to make an exchange:

1. Inform our team about the problem via our email

   contato@besttohome.com.br, sending clear photos or videos of the defective, broken, or wrong product you received, within 3 days of receipt. Please note that we will not process exchanges or refunds after this period.

2. Your complaint will be analyzed within a maximum of 2 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following alternatives:

• Receive a refund of the amount paid.
• Receive a new product identical to the one ordered.
• Receive a product of similar value.
• Receive a coupon with the product's value to use in future purchases.

We will not exchange products that are an inappropriate size for the customer:

We provide product measurements in centimeters to avoid errors in size selection. Check or ask us if you have any questions.

According to the Consumer Protection Code - Article 18, there is no legal obligation for the retailer to make exchanges due to consumer remorse regarding color, size, model, or any other hypothesis. The right guaranteed to the customer by the consumer protection code is to make exchanges only in the case of defective products.

After the procedure, within up to 48 business hours, we will contact you with the necessary instructions. For the exchange or return to be accepted, the product must be sent in its original packaging and without any signs of use. Otherwise, we will not be able to process the return.

Important Note: We remind you that if the request is not made within 7 days of receipt, the customer will lose the right to exchange or return.

Shipping Costs: For exchanges, the round-trip shipping costs are borne by the customer.

Purchase Cancellation: The request to cancel a purchase must be made within 24 hours after payment.

*If the order has already been shipped and cancellation is requested, the customer must wait for the product to arrive, send it to the address indicated by the company, and then the refund of the amount paid will be made.

Criteria for Exchange or Return: For a product to be eligible for exchange or return, it must meet the criteria below:

• The product must not show signs of use.
• All original packaging must be intact.
• The product must be packaged in a way that prevents damage during transport.
• We will not process exchanges for products that have been damaged or modified by the customer.

Address Error: Regarding address problems:

If the package is already in the shipping process, it will not be possible to change the recipient's address. If the package returns to the sender due to an address error, any new shipment will have the shipping cost borne by the customer. This includes cases where the customer initially received free shipping.

In situations of loss or delivery problems related to the carrier, a new shipment will be requested, and the delivery period will restart.

In addition to the occurrences mentioned, if any of the hypotheses below occur, the receipt of the product must be refused:

• Open or damaged packaging;
• Damaged product;
• Product not in accordance with the order;
• Missing accessories.

If, even so, you receive the product, please contact the Store's support within 72 hours from receipt.

We are committed to ensuring an efficient and fair exchange and return experience for our customers. If you have any questions, do not hesitate to contact our customer service.