Our product exchange policy aims to provide customers with complete confidence regarding the products purchased from our store.
All of our products come with a warranty against manufacturing defects.
We also accept exchanges for products that differ from what was ordered.
If you receive a product with a manufacturing defect or one that is different from what you ordered, please follow the steps below to request an exchange:
If more than 7 business days have passed and the product shows a defect or flaw, contact us with your CPF (tax ID), order number, the item to be returned, and a description of the issue.
Once we receive your email, we’ll forward your request to our quality department for verification. Authorization from this department is required for a possible exchange. After the analysis, we’ll contact you with the result of your request.
The deadline to request an exchange for this reason is 30 days after receiving the product.
Please note: exchanges or refunds will not be processed after this period.
Your claim will be reviewed within 7 business days, and if the issue is confirmed, we’ll contact you by email so you can choose one of the following options:
• Receive a full refund.
• Receive a replacement of the same product ordered.
• Receive a product of similar value (with coupons to cover the difference).
• Receive a coupon for the product’s value to use on future purchases.
According to the Consumer Protection Code (CDC), requests for cancellation of online purchases must be made within 7 calendar days from the date of receipt.
For credit card refunds, our finance department has up to 7 business days to process the request with the credit card company. The refunded amount may take up to 120 days to appear on your card statement, depending on your billing cycle and the card issuer’s policy.
If a refund is necessary, it will be issued to a checking account within 10 business days after the quality analysis, and only to an account under the same CPF used for the purchase.
Products returned without prior communication, outside the deadline, missing items, or lacking labels or invoices will be sent back to the customer.
The same applies to exchanges that are rejected after product analysis by our quality department. These will be resent to the customer via collect-on-delivery (COD), and shipping costs will be the customer’s responsibility.
Note: Kairós is not responsible for shipping costs related to returns followed by refunds, chargebacks, or exchanges for other products. These costs are the customer’s responsibility.
