Return policy
1. GENERAL TERMS
1.1. To request a product refund, return, or exchange, please send an email to: [email protected]. Please enter the subject: “Product Return, Refund or Exchange”.
1.2. When receiving your order, make sure all products in the box or envelope are properly sealed. Refuse to receive your order if you notice any problems upon delivery, such as damaged packaging or product. If you receive a product that is different from the one you ordered, request an exchange within 24 hours of receipt.
1.3. If you change your mind about an online purchase or are not happy with the product you received, you must return it within seven (7) calendar days, counting from the date of receipt of the product. After this date, we will be unable to comply with your return request. As a customer, you are responsible for the return shipping costs in case of regret.
1.4. You can only exchange or return a product after submitting its respective invoice.
1.5. The product must be in its original condition and original packaging, properly sealed, except for products with manufacturing defects.
1.6. A new product will be shipped within thirty (30) calendar days as soon as the returned product arrives at our warehouse and provided that it complies with our policy specifications.
1.7. Exchanges depend on stock availability and our suppliers.
2. BUY ONLINE AND RETURN YOUR PRODUCT BY POST
2.1 After requesting a product exchange or return, we will contact you to inform you of the steps to follow to return the product.
2.2. You must take the product to a post office to return it.
2.3. In case of a manufacturing defect, shipping costs will be the responsibility of LEVVO INSTITUTO.
2.4. In case of exchange or return because you changed your mind about the product you bought, shipping costs will be your responsibility, including new shipping costs for sending a new product, in case of exchange.
3. REFUND
3.1. If you have chosen to receive a refund instead of exchanging the product, you will receive an email within thirty (30) calendar days to request a refund.
3.2. If you have chosen to receive a refund, the amount paid will be refunded using the same payment method you used to buy the product. If you paid for the product through a bank slip or debit, you will be asked to inform your bank account number for a deposit. For purchases made using a credit card, the refund will occur within two (2) subsequent credit card statements, starting from the date of the refund request with the credit card administrator, with the refund being the responsibility of the administrator in question.
3.3. All requests for exchange or return must be sent to the email [email protected] within the established deadlines, and requests outside the stipulated deadlines will not be accepted.
4. DEFECTIVE PRODUCTS
The exchange/return procedure follows the provisions outlined in the Consumer Protection Code.
4.1. In case of a defective product, you must communicate your request for exchange or return within thirty (30) calendar days from the date of product receipt. You can only exchange a product after submitting its respective invoice DANFE.
4.2. You must ship the defective product in its original packaging and it must be accompanied by the respective invoice. If you do not have the invoice, it will not be possible to accept the exchange.
If you have any questions, please contact us by email: