EXCHANGE AND RETURN POLICY

OUR GREATEST COMMITMENT IS TO YOUR FULL SATISFACTION.

If you chose your product in our store and, upon receiving it, verified that there is any manufacturing defect, or the product did not meet your expectations, we guarantee your right to exchange or return within the established deadlines.

Remember that the first step is to contact our Customer Service Center via email at contato@sophiahegg.com.br, and our team will guide you through all the necessary steps.

HOW DO I REQUEST A RETURN?

You may request a return within up to 7 (seven) consecutive days after receiving your order.

For the return to be accepted, it is necessary to follow the rules below:

  • All items related to the return must be sent by the customer;

  • The product must be returned in its original packaging, in perfect condition (we do not accept torn or damaged packaging);

  • The product must not show signs of use;

  • All tags must be intact;

  • The item must be sent along with the invoice.

If any of these rules are not met, the return request will not be accepted and the costs of reshipping will be the customer's responsibility.

REQUESTING A RETURN IS VERY SIMPLE!

Simply send an email to contato@sophiahegg.com.br informing:

  • the reason, and

  • the order number.

Depending on the case, we may request photos of the product to proceed.

To return the product, go to a post office and ship it according to the instructions sent by our team. Then, send the receipt with the tracking number for monitoring.

The return can also be made directly at our physical store in São Paulo, within the established deadlines.

EXCHANGES — 30 DAYS AFTER RECEIPT

You may request an exchange within up to 30 (thirty) consecutive days after receipt of the order.

After analysis and approval, you may choose to:

  • exchange for another available product,

  • pay the price difference (if applicable), or

  • receive an exchange voucher valid for 6 months.

The first exchange via post is free.

ADDRESS PICKUP (OPTIONAL – ONLY FOR THE CITY OF SÃO PAULO)

We offer the option of pickup at the address only for the city of São Paulo, subject to a logistics fee.
This amount will be deducted from the refund or exchange voucher.

ANALYSIS AND REFUND

After the product returns to our Distribution Center, a quality analysis will be performed, which may take up to 15 business days.

The refund will be processed according to the order's payment method or via exchange voucher, provided that all rules have been met.

Each card operator has specific deadlines for processing chargebacks. Once we request the chargeback, the remainder of the timeframe is the responsibility of the bank, and may take up to two billing cycles.

IMPORTANT!

  • Returns of products with signs of misuse will not be accepted.

  • Return requests due to damaged packaging or damaged product must be made within up to 48 hours after receipt.

  • Products on sale cannot be exchanged.

REFUND OPTIONS

After the return is confirmed, our team will contact you and you may choose between:

  • exchanging for another available product;

  • receiving a refund of the amount paid;

  • receiving an exchange voucher.

About refund via deposit:

  • Bank details must belong to the purchaser;

  • In joint accounts, the details must be those of the primary account holder;

  • Incorrect details may cause a delay in the refund.

In cases of exchange vouchers, if the chosen product has a higher value, payment of the difference must be made normally on the website.

By making a purchase, you declare that you agree with the conditions and rules determined by SOPHIA HEGG.

Best regards,
Sophia Hegg Team