Exchanges and Returns

If you made the purchase through our website, received the product in perfect condition and still did not feel satisfied, you can request cancellation through our email contato@gemmaonline.com.br.

Here are the instructions for exchange/return:

1. EXCHANGE OF GOODS

If you chose the product in our online store, but upon receiving it you were not satisfied and wish to exchange it for another item, please follow these rules:

• Our exchange works through a coupon generated for the value of the product. This coupon will only be made available to the customer to place their new order after receiving and evaluating the product in exchange.
• You can place a new order according to the stock available in our online store within 30 days after receiving the product. We do not reserve parts in advance for exchange!
• Please note that shipping costs already paid for on the first purchase will not be refunded. The customer must be responsible for shipping the product to be exchanged.
• The choice of a new product must be limited to the value of the original merchandise. If there is a difference, payment of this additional amount must be made by bank deposit .

How to make the exchange:

• The product must not show any signs of use.
• The product must be returned in its original packaging, accompanied by all accessories, labels, bags, purchase invoice and original tags.
• The merchandise must be sent within 30 days after receipt of the product to the address of origin, previously communicated through our contact: contato@gemmaonline.com.br.

• After dispatching the merchandise to be returned, the customer must inform the item's postal number via email for tracking purposes.

2. WITHDRAWAL FROM PURCHASE

As dictated by the CDC (Consumer Protection Code) rules, customers who make purchases through online stores have up to 7 (seven) days after receiving the product to cancel the purchase.

According to article 49, the consumer may withdraw from the contract within seven days from the date of its signature, or from the date of receipt of the product or service, whenever the contract for the supply of products and services occurs outside the commercial establishment, especially by telephone or at home.

Sole paragraph - If the consumer exercises the right of withdrawal provided for in this article, any amounts paid, for any reason, during the cooling-off period, will be returned immediately, monetarily updated.

Return of Goods in case of purchase cancellation:

• The merchandise must be sent to the address of origin, which must be previously communicated to our contacts: contato@gemmaonline.com.br.
• The customer must send an email with the cancellation request with the following information: full name; order number; payment method used and amount; reason for cancellation.
• The product must be returned in its original packaging, accompanied by all accessories, labels, bags, purchase invoice and original tags.
• The product must not show any signs of use.

PS: shipping must be done by PAC through the Post Office and the customer must send the tracking code as soon as the product is posted.

Refund of Amounts:
• The value of the exchanged product will be refunded in accordance with the rules of the service used (PayPal) or in the case of deposit and card up to 30 days for refund on the same credit card used for the purchase.

ATTENTION : Credit will only be processed after receipt and analysis of the condition of the product(s). The product cannot show any signs of use.

EXCHANGES FOR DEFECTIVE PRODUCTS

Product with alleged manufacturing defect:

If the item purchased from our store is defective after 7 days from the date of receipt of the product, you can contact us: contato@gemmaonline.com.br .

Return of Goods in case of defective product:

The merchandise must be sent to the address of origin, previously communicated through our contacts: contato@gemmaonline.com.br .

• Return the product in its original packaging with the purchase receipt.
• The customer must send a detailed photo of the defect along with the email reporting the problem.

PS: shipping must be done by PAC through the Post Office and the customer must send the tracking code as soon as the product is posted.

SALE ITEMS

We do not exchange items or refund amounts in cash or through credit card refunds, bank slips or transfers for clearance/sale items.

If you have any questions, please contact us via email at contato@gemmaonline.com.br.