Returns & Exchanges

YOUR GUTÊ HAS ARRIVED, BUT YOU CHANGED YOUR MIND:

GUTÊ follows the exchange and return policy in accordance with the Brazilian Consumer Defense Code, Article 49. The exchange/return period is 7 (seven) calendar days from the date of receipt of the product at your address. It is very important that the product is returned in its original packaging, within this period, and without signs of use.

● Exchanges are only accepted for items purchased directly through the brand’s official website, WhatsApp, or Instagram;
● Reverse shipping will be provided via Sedex, free of charge for the customer, who must drop off the package at the Post Office;
● GUTÊ accessories must be in perfect condition and include all original product items (original backings and brand capsules);
● The capsule is part of the product, and improper storage when returning it will result in a deduction of its value from the refund or exchange;
● The returned product will be analyzed within 7 (seven) business days from the date of receipt. After analysis, the customer will be notified and must choose the desired option: product exchange or refund;
● If our team verifies that the product is not in proper condition, GUTÊ is not obligated to accept the return or exchange. In this case, the customer will be notified, and the accessory will be sent back;
● In the case of a second exchange, all shipping and return costs will be the customer’s responsibility;
● Refunds will be made only and exclusively through the original payment method used in the order;
● We will request the refund with the payment intermediary, and the amount may take up to 90 days to be credited, depending on 1–2 billing cycles. Once the refund is processed on our side, the customer’s bank is solely responsible for making the amount available;
● Products purchased during sales or clearance promotions cannot be exchanged for reasons of preference (color, size, or style), except in cases provided for in the Consumer Defense Code (Law No. 8.078/90), when a manufacturing defect not previously disclosed at the time of purchase is verified;
● For orders purchased using a discount coupon, the refund or exchange will be based on the amount paid, not on the full price of the product.

INTERNATIONAL RETURNS:

For orders shipped outside Brazil, we do not provide reverse logistics. If you wish to return a product, the return shipping must be arranged independently, and all associated costs will be the customer’s responsibility. After receipt and analysis of the merchandise, we will refund only the product value, excluding the shipping fee.

YOUR GUTÊ HAS A DEFECT:

If you notice any defect in your product, not caused by misuse or improper storage, please contact us via WhatsApp: +55 (49) 9 9945-4089, providing your order number and product photos for analysis.
We will send you a reverse shipping code for the item to be inspected. Once the defect is confirmed, the repair will be carried out within 20 days, free of charge.
If the defect is irreparable, you may choose to exchange it for another piece or model.

Please note: In cases of misuse or natural wear and tear, exchanges will not be accepted. Some accessories are delicate; therefore, avoid drops, abrasive products, and chemicals.

Any cancellation with refund must be requested via WhatsApp: +55 (49) 9 9945-4089.