Exchange and Return Policy

Last updated: February 10, 2025

Hengage do Brasil Ltda seeks to ensure the satisfaction of our customers. If it is necessary to exchange or return a product, follow the instructions below.

1. Deadline for Exchange or Return

The customer may request the exchange or return of the product within **7 calendar days** after receipt, as provided for in the Consumer Protection Code.

2. Conditions for Exchange or Return

For the request to be accepted, the product must meet the following criteria:

Be in its original packaging;
No signs of use, washing or modifications;
Accompanied by invoice, accessories and manuals (if applicable).

Products that do not meet these conditions may be returned to the customer without prior notice.

3. Reasons for Exchange or Return

Exchanges and returns may be requested for the following reasons:

Product with manufacturing defect: If it presents faults within 7 days of receipt.
Product different from the order: If the item received is different from the one ordered.
Regret or dissatisfaction: The customer may cancel the purchase within the legal period of 7 days.

4. Exchange or Return Process

To request an exchange or refund, follow the steps below:

Please contact us by email lojavirtual@hengage.com or WhatsApp +55 31 97176-3902 informing the order number and the reason for the request.
Wait for our team to analyze the process and receive instructions for sending the product.
After receiving and checking the item, the product will be resent or refunded.

5. Shipping Costs

If the reason for the exchange or return is a store error (incorrect or defective product), Hengage do Brasil Ltda. will cover the shipping costs. If it is due to regret or dissatisfaction, the customer is responsible for shipping the product.