Exchange and Return Policy

1. How do I request a return?

You can request a return within 7 (seven) calendar days of receiving your order, but please be aware of our return policy:

All items from the return request must be sent by the customer;
The product must be returned in its original packaging, which must be in perfect condition. Torn packaging that prevents the product from being sold will not be accepted.

The product must not show any signs of use;
The product should preferably be returned in its original packaging, accompanied by the invoice, labels, tags (label with the product's reference code) properly attached to the product, and all its accessories.

If the rules are not followed, the return request will not be accepted and the customer will be responsible for the reshipping costs.

Requesting a return for your product is very simple! Just contact us through our customer service channels via WhatsApp or Instagram, stating the reason and the order number to be sent via email. In some cases, you may be asked to send photos.

La Ganexa is only responsible for shipments that adhere to the dimensions provided to the customer. If the customer uses packaging larger than permitted, they will be responsible for the additional shipping costs, which will be deducted from any refund they are entitled to receive.
If reverse logistics service is not available for your zip code, the customer can send the product independently and the cost of postage will be reimbursed by La Ganexa.
The product must be returned unused, in its original packaging, wrapped in brown paper, and accompanied by the labels, manuals, and accessories that were delivered with it.

Once the product is received at our Distribution Center, a quality analysis will be performed, which may take up to 15 business days.

The refund for your product will be processed according to your original payment method, or via a store credit, and will only be issued if all return policies are met.

*IMPORTANT!
Returns will not be accepted for products showing evidence of misuse.
Requests for returns of products received with damaged packaging or damaged products will only be accepted if requested within 48 hours of receipt.

2. How do I request an exchange?

You can request an exchange within 7 (seven) calendar days of receiving your order, but please be aware of our exchange policy:

All items from the return request must be sent by the customer;
The product must be returned in its original packaging;
The product must not show any signs of use;
The product must have all labels intact;
The product must be returned with manuals and accessories.

If the rules are not followed, the exchange request will not be accepted and the customer will be responsible for the return shipping costs.

Requesting an exchange for your product is very simple! Just send an email with the subject: Exchange Request, stating the reason and the order number, and include photos of the product you are requesting to return.
You will receive an email with all the instructions.

To exchange the product, simply use the guide you will receive by email, which contains the recipient's details for your shipment.

Remember:

The product must be returned unused, in its original packaging, wrapped in brown paper, and accompanied by the labels, manuals, and accessories that were delivered with it.

Once the product is received at our Distribution Center, a quality analysis will be performed, which may take up to 5 business days. An exchange will only be processed if all exchange policies are met.
After approval of the quality analysis, the item(s) will be shipped to the same delivery address as the original order with a new delivery timeframe.

Important!

Requests for exchanges of products received with damaged packaging or damaged products must be made within 48 hours; In this case, we advise that the packaging not be opened, take photos and send them to our Customer Service department. If the product is damaged, photos must also be sent.

3. What are the refund options for a return?

When requesting a return, you can choose between receiving a refund or a store credit to be used anywhere in the store. The amount paid for the product will be deposited into your account within 15 business days after the return request is approved.

Important! In order for us to make the deposit, the bank details must belong to the registered account holder on our website.

We suggest you check the branch and account numbers, including the check digit (if applicable), on your card. If you have a joint account, the information provided must be for the primary cardholder; otherwise, there will be a delay in the refund due to incorrect information. If you do not have a bank account in your name and CPF (Brazilian tax ID), we can issue a payment order through Banco Itaú. In the case of a store credit voucher, if the value of the chosen product is less than the voucher value, the customer can only request a refund for the remaining amount if the product is defective. If the value of the chosen product is greater than the voucher value, the customer must pay the difference using one of the payment methods available on the website.