Exchange and Return Policy

  1. If the product is defective, the customer has up to 7 calendar days after receipt to request an exchange or return. This must be done by sending an email to adm.mercadoroupas@gmail.com , including photos of the product with the obvious defect. Our company will provide the address for the exchange or return and bear the shipping costs.
  2. If the customer decides to give up the purchase before the delivery of the merchandise that comes from abroad, he must refuse to receive it at the time of delivery made by the post office. If the customer is not present, he must leave clear instructions for someone else to refuse delivery. In this way, the order will be automatically returned to our supplier, without the company having to bear the reverse logistics expenses caused by the withdrawal.
  3. If the customer has already received the goods and wishes to return them without defects, they will also have 7 calendar days and an administrative fee of 30% of the purchase price plus postage to the treatment center will be applied as part of the logistics process reverse order to return the order to the original supplier. This fee will be deducted from the amount to be refunded. *6
  4. The deadline for processing the exchange or refund is up to 14 days after the return of the goods. In case of exchange, the other merchandise will be resent with the same period of the previous purchase, and if the customer has opted for express shipping, he must pay this amount again through deposit in our account or payment via collection link.
  5. In case of refund, the customer will receive the amount back by the same payment method used at the time of purchase. If the payment was made via credit card, the reversal will be made according to the closing of the invoice. It can occur on the current invoice, if it is open, or on the next invoice, if the current one is already closed.
  6. The store only issues refunds for defects; if the reason is size, we just exchange or issue a voucher to be used with us on other merchandise. In this case, there is also a fee of 30% of the total purchase price plus postage to the treatment center so that we can carry out the reverse logistics, which is costly because it is international, and then we have to pay for the reshipment. Always check the size chart.*