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At OrbixUrban, we aim to ensure your complete satisfaction with our solutions. For this reason, we have established a clear exchange and return policy, based on the Consumer Protection Code, so you can shop with confidence and peace of mind.

1. General Conditions

1.1. Products may be exchanged or returned within 7 (seven) calendar days of receipt, in accordance with the right of withdrawal provided in the Consumer Protection Code.
1.2. The item must be in perfect condition, without signs of use, and include the original packaging, manuals, accessories, and invoice (DANFE).
1.3. Products with manufacturing defects may be returned or exchanged within the warranty period specified in the product description.

2. Exchange and Return Procedure

2.1. Contact our Customer Support via email or WhatsApp:

2.2. Provide the following information:

  • Full name;
  • Order number;
  • Reason for the exchange or return (e.g., defect, withdrawal, incorrect size, etc.);
  • Photos or videos of the product, if necessary, to prove the defect or damage.

2.3. Our team will review your request within 2 business days and provide instructions for returning the product.

3. Shipping Costs

3.1. For returns due to withdrawal or exchanges without manufacturing defects, the shipping cost is the customer’s responsibility.

4. Refund Processing Time

4.1. Refunds are processed after receiving and inspecting the returned product.
4.2. The refund processing time may vary depending on the payment method:

  • Credit Card: Refund applied to the card statement within 2 billing cycles;
  • Bank Slip/Pix: Bank deposit within 7 business days.

5. Products That Cannot Be Exchanged or Returned

5.1. Personalized or custom-made items;
5.2. Products with signs of use or that are incomplete (without original packaging, accessories, or invoice);
5.3. Products that do not meet the aforementioned general conditions.

6. Warranty for Defective Products

6.1. All products are covered by a warranty against manufacturing defects, as specified in the product description.
6.2. If a defect is identified, the customer may choose:

  • An exchange for the same product (subject to stock availability);
  • A full refund of the amount paid;
  • Credit for future purchases in the store.

7. Questions?

We are here to help! Contact our support team, and we will be delighted to assist you.

Thank you for choosing OrbixUrban, and we reaffirm our commitment to providing you with the best shopping experience possible.

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