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Exchanges and Returns
Our product exchange policy aims to provide customers with complete confidence regarding the products purchased from our store. Free items are not eligible for exchange under any circumstances. All of our products carry a warranty against manufacturing defects. We also carry out exchanges for products that were received differently from what was ordered by the customer. Should you receive one of our products with a manufacturing defect or different from what you ordered, please follow the steps below to arrange an exchange:
- Notify our team of the issue via e-mail at support.vidamagic@gmail.com, attaching clear photos or videos of the defective or incorrect item received, within 3 days of collection. Please note that exchanges or refunds will not be processed after this deadline.
- Your enquiry will be reviewed within a maximum of 2 working days. If the issue is confirmed, we will contact you via e-mail and you may choose one of the following options:
- Receive a refund of the amount paid.
- Receive a new product identical to the one ordered.
- Receive a product of similar value.
- Receive a voucher to the value of the product for use on future purchases.
We do not carry out exchanges for items that are the wrong size for the customer: We provide the measurements of our products in centimetres to avoid any errors when selecting a size. In accordance with the Brazilian Consumer Protection Code – Article 18, retailers are under no legal obligation to carry out exchanges on the grounds of complaints regarding colour, size, model, or any other such reason. The right guaranteed to the customer under the Consumer Protection Code is limited to exchanges solely in cases where a defective product has been delivered.