Return and refund policy: It is part of Official Shop's mission to guarantee the satisfaction and well-being of our customers and, for this reason, we present our exchange, return and refund policies in a transparent manner: MANDATORY GENERAL CONDITIONS TO BE OBSERVED IN ANY CASE: The product will only be exchanged, canceled or accepted back if it is in its original packaging and without signs of use, without violation of the original manufacturer's seal. Used and consumed products forfeit the right of return. We cannot be held responsible for civil, criminal or material damage caused by the use of the product in a manner other than that indicated on the packaging. - We will not accept products sent in envelopes or packaging that damage the product, so if the products are received in disagreement, the customer will be notified and will receive the return of the same item at their delivery address, the freight will be charged and the items will no longer be exchanged; - The request for an exchange must be made within 7 calendar days of receipt of the order, via e-mail to contactus@1official-shop.com. One day will be added to the exchange period in the case of national holidays and state holidays will not be considered; - The exchange may be made for any item displayed in our online store, subject to stock availability. Discount coupons will not be released for future purchases; - The choice of product for exchange must be limited to the value of the product initially purchased, if it exceeds this, the difference in values will only be negotiated via bank deposit; - Postage costs for exchange are the sole responsibility of the buyer; - When sending the exchange, the customer must inform the new item chosen and the reason for the exchange by e-mail; - The return of the exchange product will take place after the negotiation has been concluded at the address provided by the customer. Delivery will take place within the postage period negotiated with the customer; Refund of Purchase If the product is in accordance with our return policy, we will proceed normally with the return of the value, it cannot bring any signs of use or breakage of the seal, and in this situation the store reserves the right not to accept the cancellation of the purchase and return the product. Here are our rules: 1 - Refunds for canceled orders: - Credit Card: Will be made within 6 (six) working days of the cancellation being confirmed with the card operator, remembering that the credit to the cardholder will depend on the processing of this amount by the card operator and the issuing bank. - The total amount paid will be transferred - Return due to regret or withdrawal: In accordance with the rules of the CDC (Consumer Defense Code), customers who make purchases outside the commercial establishment have up to 7 calendar days after receiving the orders to register withdrawal from the purchase. According to article 49, the consumer can withdraw from the purchase within seven calendar days of signing for it or receiving the product or service, whenever the contract for the supply of products and services takes place outside the commercial establishment. Sole paragraph - If the consumer exercises the right of withdrawal provided for in this article, any amounts paid, for whatever reason, during the cooling-off period, will be refunded in full and as follows: - Credit Card: The cancellation will be sent to the card operator within 6 (six) working days, remembering that the credit to the cardholder will depend on the processing of this amount by the card operator and the issuing bank. - - Return of defective product: In accordance with the CDC (Consumer Protection Code) the customer will have up to 07 calendar days to inform the Official-shop that their product has a problem by emailing contactus@theofficial-shop1.com, so that we can proceed with the process. - If the product does indeed have a manufacturing problem, the customer will not bear the costs of the transaction; - The product must be packed and sealed in a secure box; - Once it has been received and evaluated within 4 (four) working days to check if it is indeed defective, we will send it back to you free of charge via the post office using the PAC option; the period may vary from 3 to 12 working days depending on your location; - If you wish to have your purchase refunded, the following rules will apply: - Credit Card: The cancellation will be made within 6 (six) working days with the card operator, remembering that the credit to the cardholder will depend on the processing of this amount by the card operator and the issuing bank. - Boleto Bancário: The total amount paid will be transferred to your bank account within 2 (two) working days. 4 - Cancellation or withdrawal of a purchase that is in transit: 1° Object lost: We will send a new shipment or cancel the purchase 2° Object lost in the postal flow: If it was really lost, after the carrier has responded, we will send a new shipment or cancel the purchase 3° Delivery delay: The carrier may delay delivery of your order, when this type of problem occurs, we open a complaint with the ombudsman Now if the customer chooses to cancel, the rules follow: REMEMBER THAT RETURNS ONLY OCCUR WHEN THE ORDER IS IN TRANSIT TO OUR STORE. - Credit Card: The cancellation will be made within 6 (six) working days with the card operator, remembering that the credit to the cardholder will depend on the processing of this value by the card operator and the issuing bank and the operation will only take place after the order starts the postal flow back to the Sender - Boleto Bancário: It will be transferred within 2 (two) working days after the order starts the postal flow back to the Sender. PAYMENT OF SHIPPING IN CASE OF RETURN BY SHIPPING COMPANIES In brand campaigns with free shipping, it is expressly stated that the condition is only valid for the first shipment. If the order is returned due to typing errors, wrong address or any other reason, the buyer will be responsible for paying the redelivery fees to the sender. If you have any further questions, please contact our call center by phone or e-mail. Service from Monday to Friday, from 9am to 5pm.