Vanessa Montoro wishes to provide a careful and transparent experience with every purchase made through our website. Therefore, we have developed this Exchanges, Returns, and Refunds Policy based on the Brazilian Consumer Defense Code and the unique characteristics of our handcrafted creations.
Vanessa Montoro pieces are handcrafted, one by one, and may be produced to order after purchase confirmation. Each creation carries the natural particularities of handmade work, including slight variations in shade, measurements, and finish—characteristics that make each piece unique.
The delivery times provided by the Brazilian Postal Service begin after the order has been shipped. Some pieces may require additional production time depending on the color, size, or availability at the time of purchase.
Before finalizing your purchase, we recommend reviewing the size chart available on the website. If you have any questions, our team will be available to help you choose the most suitable size.
By completing the purchase, the customer declares that they are aware of and agree to the terms described in this policy.
REFUSAL TO ACCEPT DELIVERY
It is important to immediately refuse delivery of the product if:
-
The packaging is damaged or tampered with;
-
The product has been damaged during transit;
-
The order does not match what was requested.
If the product is accepted without inspection, Vanessa Montoro cannot be held responsible for any damage related to transit.
If the customer enters an incorrect delivery address, the order will automatically be returned to our headquarters, and a new shipping fee will be required for redelivery.
1 – EXCHANGE DUE TO DEFECT OR PRODUCTION ERROR
If the product has a manufacturing defect or production error, the customer must contact us by email at contato@vanessamontoro.com with the subject line “PRODUCT EXCHANGE”.
The product will be inspected by the responsible team within 30 (thirty) consecutive days after receipt.
For inspection, the product must:
-
Show no signs of use or washing;
-
Have its tags and seals intact;
-
Be returned in its original packaging with all received accessories.
If a manufacturing defect is confirmed, Vanessa Montoro may repair or replace the piece, issue a credit, or provide a refund, as provided by law.
Products showing signs of misuse, alterations made by the customer, or external modifications will not be accepted for exchange.
2 – EXCHANGE OF PRODUCTS WITHOUT DEFECTS
Exchange requests must be made within 7 (seven) consecutive days after receiving the order.
The product must remain:
-
Free from signs of use or washing;
-
Free from alterations or modifications;
-
With tags and seals intact;
-
In perfect condition for resale.
Products made to order, customized, altered, or specially produced at the customer's request may be subject to specific exchange and return conditions due to the artisanal and exclusive nature of the production.
The request must be made by email at contato@vanessamontoro.com with the subject line “PRODUCT EXCHANGE”, stating the order number and the reason for the request.
After review and approval, the customer may choose to:
-
Exchange it for another product available on the website;
-
Receive a credit to use on future purchases;
-
Choose another solution agreed upon by both parties.
Products purchased during promotional events, sales, or under special conditions may be subject to specific exchange rules, which will be provided at the time of purchase.
3 – RETURN DUE TO REMORSE
Under the Brazilian Consumer Defense Code, the customer may request a return due to remorse within 7 (seven) consecutive days after receiving the product.
The product must be returned:
-
Free from signs of use or washing;
-
In perfect condition;
-
With tags and seals intact;
-
In its original packaging with all accessories included.
The request must be made exclusively by email at contato@vanessamontoro.com with the subject line “PRODUCT RETURN”, stating the order number and the reason for the return.
After the piece is received at our headquarters, its condition will be inspected within 30 (thirty) consecutive days.
Pieces made to measure, customized, or specially produced according to the customer's individual specifications may be subject to specific return conditions as permitted by current legislation.
4 – ALTERATIONS
As this is handcrafted work, some pieces may be eligible for minor alterations subject to a prior technical assessment.
When feasible, Vanessa Montoro may offer alterations as a courtesy, but the customer will be responsible for any shipping costs involved in the process.
5 – GENERAL CONDITIONS
Products will not be accepted if they:
-
Were not returned with prior communication via the email address provided;
-
Show signs of use, washing, or odors;
-
Have been altered by the customer;
-
Are missing original tags or seals;
-
Were sent in violation of this policy.
If the returned product does not meet the criteria of this policy, it may be sent back to the customer, with the corresponding shipping fee charged.
Vanessa Montoro does not reserve products for exchange.
Subtle differences in shade may occur between yarn batches and artisanal production processes and do not constitute a manufacturing defect.
6 – REFUND AND REVERSAL
After the return is approved, the refund may be issued through:
-
A reversal of charges on the same card used for the purchase;
-
A credit to be used on the website;
-
Another method agreed upon by both parties.
The deadline to request a return due to remorse is 7 (seven) consecutive days after receiving the product.
The deadline for processing the reversal of charges is 7 (seven) business days after the inspection is approved. The credit may appear on one of the next two billing statements, depending on the card issuer's rules.
We do not issue refunds to third-party bank accounts.
QUESTIONS
If you have any questions, our team will be available by email at:
contato@vanessamontoro.com