KANDY was founded with attention to every detail and a purpose: to offer our customers an incredible and rewarding shopping experience. We conduct business based on these same values. We believe that high-quality service leads to customer loyalty. Please find our Exchange and Return Policy below:
We strive to offer pieces with excellent materials and craftsmanship, aiming to promote their durability. However, if you are not satisfied for any reason, we will exchange or accept the return of your product in accordance with our Exchange and Return Policy, written in compliance with current consumer protection laws.
HOW DOES IT WORK?
Customers may request an exchange or return (in full or in part) within 10 days of receiving the product.
Requests must be made via email to [email protected], including your order number and specifying whether you'd like to return or exchange the item. Requests made through any other channel will not be considered valid and will not be used for proof or deadline calculation.
For exchanges, please specify the desired item/model/size. You may request an exchange for another item of equal or higher value by paying the difference. If the new item is of lesser value, the difference can be refunded or issued as store credit valid for up to 3 months.
The item must be returned with its original tags, in its original packaging, with all accompanying accessories, and without any signs of use.
We will not accept items that have been washed, have odors, stains, or have been altered. In such cases, the item will be returned to the customer, and the exchange or return will not be processed.
Once we receive your request, you’ll receive a return shipping code to use at the nearest postal office or courier agency. Our customer service hours are Monday to Friday, from 9:00 AM to 6:00 PM (BRT).
RETURNS DUE TO DISSATISFACTION OR PRODUCT DEFECT
Customers may request a refund through a chargeback or store credit valid for up to 3 months.
In the case of a refund, please allow up to 10 business days from the date the product is returned to our showroom for product assessment and refund authorization. This review process may take up to 10 business days.
EXCHANGES / RETURNS FOR CUSTOMIZED PIECES
If the item was customized at the customer's request (such as changes in model, size, color, fabric, or any other alteration from the original model, even within the size chart https://kandywoman.com/guia-de-medidas/), KANDY reserves the right to deny the exchange or return request.
REFUNDS
For purchases made by credit card, refunds may appear within up to three billing cycles, depending on your credit card provider’s policy.
For purchases made via bank slip (boleto), please email [email protected] and provide your bank details so the refund can be processed. A receipt will be automatically sent via email.
Instead of a refund, customers may choose to receive store credit equal to the returned order amount, valid for up to 3 months from the date it is issued.
EXCHANGE FOR SIZE OR DIFFERENT PRODUCT
Once we receive the returned item in our showroom, you may request a different model or size.
The new item must be requested within 10 business days, or we will issue a store credit of the same value valid for 3 months.
Remember that you can consult our Size Guide at https://kandywoman.com/guia-de-medidas/.
SHIPPING COSTS
For all exchange or return requests that meet the conditions and deadlines stated above, KANDY will issue a free return shipping code so that you can send the item back at no cost within the time limit stated on the return label.
If the return is not shipped within this period, or if you request additional exchanges/returns, shipping fees may apply.
We will not accept exchanges or returns that do not comply with the conditions outlined above.
