Our product exchange policy aims to provide customers with complete security regarding products purchased in our store.
All our products have a manufacturing defect warranty.
We also exchange products that arrived different from what the customer ordered.
If you receive a product from us with a manufacturing defect or different from what you ordered, follow these steps to make an exchange:
If more than 7 business days have passed and the product shows any defect or flaw, please contact us, informing your CPF, order number, the product to be returned, and the defect.
As soon as we receive the email, we will send your request to our quality department for verification. Authorization from this department will be necessary for a possible exchange to be made. After analysis, we will contact you with the assessment and if an exchange will be necessary.
The deadline for requesting an exchange for this reason is 90 days after receiving the product.
Please note, we will not process exchanges or refunds after this deadline.
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Your complaint will be analyzed within a maximum of 7 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following alternatives:
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Receive a refund of the amount paid.
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Receive a new product identical to the one ordered.
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Receive a product of similar value.
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Receive a coupon with the product's value to use in future purchases.
According to the CDC (Consumer Defense Code), the request for cancellation of online purchases must be made within 7 business/calendar days after the date of receipt.
For credit card chargebacks, our financial department has a maximum of 7 business days to process with the credit card operator, and the maximum period for the balance to return to your credit card is up to 120 days according to the card operators and depends on your billing cycle.
If it is necessary to issue a refund, it will be made to a bank account within a maximum of 10 business days after quality analysis and can only be made to an account with the same CPF that was used on our website.
In the case of products returned without prior communication, outside the deadline, with missing or divergent items, without the label or invoice, they will be resent to customers.
The same applies to exchanges rejected after product analysis by our quality department. They will be resent to customers via Sedex a cobrar (cash on delivery) and the shipping cost for this reshipment must be paid by the customer.
Attention: Volken is not responsible for shipping costs for returns followed by refunds, chargebacks, or exchanges for other products; this expense is the customer's responsibility.