EXCHANGES AND REFUNDS

Exchanges, Returns, and Cancellation Policy – Teresa Pessoa Arte em Resina

Teresa Pessoa Arte em Resina – CNPJ nº 48.835.537/0001-06, based in Brasília, Brazil, is responsible for the online sale of home goods, décor, and accessories.

Teresa Pessoa Arte em Resina values its customers’ interest in purchasing products offered through its sales channels. This policy outlines the general conditions for the use and purchase of products through the Teresa Pessoa Arte em Resina website.

Privacy & Confidentiality
Teresa Pessoa Arte em Resina is committed to protecting all personal data and information provided by customers during the purchasing process. Our website is audited daily to ensure it remains secure and protected from hacker activity.

We provide a comprehensive FAQ to clarify common questions and to assist with requests or complaints regarding any content published on our site. In addition, customer support can be accessed via WhatsApp or the email address provided on our homepage.

We are committed to disclosing all relevant information about our products on our website and other digital platforms and are available to answer any questions or provide clarification. It is the customer’s responsibility to review this information before completing a purchase.

All product images shown on the site are original and created by Teresa Pessoa Arte em Resina, designed to display product details such as color and texture as clearly as possible. However, slight variations may occur when seen in person.

Once an order is completed, it is not possible to change the payment method, delivery address, request expedited shipping, or give priority to one order over another.

Shipping fees are calculated using the Brazilian postal service (Correios) based on the selected shipping method, destination, product weight, and dimensions.

Shipping Policy
Orders of in-stock items will be shipped only on Mondays, to allow us to optimize administrative workflows and reduce unnecessary transportation.

Orders placed between Monday and Saturday will be shipped on the following Monday.

Returns for Regret or Cancellation
Returns due to regret or cancellation must be requested within 7 calendar days from the delivery date, except for customized items that cannot be resold.
In such cases, the return shipping cost will be covered by us, and the refund will be issued using the original payment method.

If the product was made to order (not in stock), we will inform the customer of the production lead time, and the item will be shipped on the Monday following its completion. Production times vary but generally require a minimum of 15 days.

For exceptional or urgent situations, please contact us via the email provided on the website.

Delivery Attempts
Delivery will be attempted up to three times, on alternate days, with a 48-hour interval between each attempt.
An adult (18+) with a valid ID must be present to receive and sign for the order. If all three attempts fail, the package will be returned to our studio.

We do not authorize couriers to:

  • Enter the customer's property,

  • Deliver to an alternate address,

  • Leave with minors or individuals without ID.

If the parcel is retained by the postal service or customs, it is the customer’s responsibility to retrieve it from the designated location.

Exchanges
Each piece is crafted with care and attention. Due to the handmade nature of our products, minor variations in size or shape may occur. If your product has such characteristics, we will review the possibility of an exchange.

Product Exchange for Another Item:
The customer must cover the shipping costs for both return and reshipment. Products must be returned sealed, in their original packaging, and with the invoice included. Once received, we will proceed with the exchange and provide a quote for the new shipping cost.

Product Exchange Due to Defect:
Customers must report defective items within 30 days of receiving their order. Requests should be sent to: [email protected], with the subject line: "Exchange Request". The message should clearly explain the issue, and images are encouraged to help identify the defect.

Once we receive the request, we will contact you with next steps.
If approved, the product must be returned in its original packaging (even if opened).

  • If in stock, replacements may be shipped within 15 business days.

  • If out of stock, replacements may be shipped within 30 business days.

If necessary, we may offer repair services. All related details will be shared directly with the customer.

The product will undergo a technical analysis to determine if the defect is due to manufacturing. If no defect is found, the item will be returned. If confirmed, the customer may choose between a full refund, a product exchange, or store credit.

Free exchanges are limited to one per order. Additional exchanges will be at the customer’s expense.

Order Refusal
Upon delivery, customers should refuse the order immediately and write the reason on the back of the invoice if any of the following occur:

  • Damaged product;

  • Opened/tampered or damaged packaging;

  • Incorrect item;

  • Missing items.

Exchange Timeframe
Teresa Pessoa Arte em Resina has up to 30 calendar days from receipt of the returned item to assess the request according to our policy. If a similar product is in stock, it will be sent automatically. If not, the customer will be offered:

  • Exchange for a different product,

  • Refund,

  • Store credit.

Regret and Return Policy
We acknowledge the customer's right of withdrawal under Brazilian law. To exercise this right:

  • The request must be made within 7 calendar days of delivery.

  • The product must be returned in its original packaging, with the purchase receipt, and in perfect condition.

Requests should be made by email to: [email protected], with the subject line: "Return Request".
We will cover all return shipping costs.

Once received, we will verify the item and proceed with a full refund if all conditions are met.

Refund Process

  • Credit Card Purchases: The card company will be notified and the refund will appear on the next or subsequent statement, depending on the billing cycle.
    The time taken for the refund and any remaining installment charges are the responsibility of the card issuer. Customers will not be charged additional fees if the refund is processed in full by us.

  • Bank Transfer or Boleto Purchases: Refunds will be made by bank transfer within 10 business days, only to the account holder listed on the original order. CPF (Brazilian tax ID) must match to complete the transaction.


 

Thank you for your trust. We hope your purchase brings you much happiness and satisfaction.