Exchanges & Returns
KANDY was founded with attention to every detail and one purpose: to offer our customers an amazing and rewarding shopping experience. We conduct business according to those same values. We understand that providing high-quality service leads to customer loyalty. Our exchange and return policies are outlined below:
We strive to offer items made with excellent materials and craftsmanship to ensure their durability. However, if you are not satisfied for any reason, we will exchange or refund your product according to the provisions of our Exchange and Return Policy, based on current consumer legislation (CDC - Brazilian Consumer Protection Code).
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 the order number and specifying whether you wish to return or exchange the item. Any other means of contact will be considered invalid and will not count toward legal deadlines or serve as proof of contact.
For exchanges, please inform us of the desired item/model/size. You may request an exchange for a different product available at KANDY, as long as it is of equal or greater value — in the latter case, you’ll need to pay the price difference. If the new item is of lower value, we can either refund the difference or issue store credit valid for up to 3 months.
The item must be returned with its original tags, packaging, all included accessories, and must not show any signs of use.
Products that have been washed, altered, or returned with odors, stains, or any damage will not be accepted. In such cases, the item will be returned to the customer and the exchange/return will not be processed.
Once your request is confirmed, you will receive a reverse logistics shipping code for free return via your nearest Post Office or carrier. Our customer service is available Monday through Friday, from 9:00 AM to 6:00 PM (BRT).
RETURN DUE TO DISSATISFACTION OR PRODUCT DEFECT
You may request a refund either via reimbursement or store credit, valid for up to 3 months. For refunds, please allow up to 10 business days from the date the product is returned to our showroom, as we need to inspect the item before processing the reimbursement.
EXCHANGES / RETURNS FOR CUSTOMIZED ITEMS
If an item was customized at the customer's request — whether in model, size, color, fabric, or any feature different from the original and within the sizing standards outlined in our Size Chart (https://www.kandyforyou.com.br/tabela-de-medidas) — KANDY reserves the right to refuse the exchange or return.
REFUNDS
For purchases made with a credit card, the refund may take up to three billing cycles, depending on your card provider's policies.
If you paid via bank slip (boleto), please contact us at [email protected] and provide your banking information so we can issue the refund. A confirmation receipt will be automatically sent to your email.
Alternatively, you may opt for store credit equal to the refunded order value, valid for 3 months from the date of issuance.
EXCHANGING FOR A DIFFERENT SIZE OR ITEM
Once we receive your return at our showroom, you may request a different size or product. You must make the exchange request (model/size) within 10 business days. We will then either ship the new item or issue a store credit voucher of the same value for use on our website — valid for 3 months.
Please refer to our Size Chart here: https://www.kandyforyou.com.br/tabela-de-medidas.
SHIPPING COSTS
For all exchange and return requests that comply with the stated conditions and timeframes, KANDY will issue a free return shipping code so you can send the item back at no cost within the label’s validity period.
If the return is not posted within the specified timeframe, or if you request multiple returns/exchanges for the same order, shipping costs will be charged.
No exchanges or returns will be accepted if they do not comply with the above terms.
