Exchange and Return Policy
Harmonisex is committed to your satisfaction. If you chose your product in our online store and when you received it, it was not as you expected or it arrived with a defect, we guarantee your right to exchange or return it in the following situation:
Product is defective: Within seven (7) calendar days of receiving the product.
The first step is to contact our Customer Service Center. Just click on the button at the bottom of this page and request an exchange. From that moment on, you will receive all the instructions on how to proceed with the return of the product.
As soon as our team receives the package, we will analyze the item to confirm that it complies with the exchange or return conditions. Once confirmed, we will proceed with the return process and you will have two options regarding your purchase:
Exchange: for any other product that is available in our stock.
Refund: receive a full refund of the amount paid for the product.
Frequently Asked Questions:
1 – I received my purchases, but the size was not right. How do I make an exchange?
Our exchange process is very simple. You just need to check if the reason for exchanging the item fits one of the requirements below:
- Request the exchange within 7 calendar days after the date of receipt of the item;
- The product must be in its original condition: it must not have been used, washed, or ironed;
- It must be in its original packaging;
- The product must not show any damage due to use.
If your order meets the above requirements, simply contact us via one of our communication channels and provide the information requested for the exchange or return. We will get back to you so you can choose from the exchange options.
2 – I received the product, found a defect, and want to exchange it.
Harmonisex always strives for total customer satisfaction. If you received a product that meets the above conditions, send us an email or contact us via WhatsApp to arrange an exchange. Please note that you must check carefully that the item meets the conditions mentioned in question “1”. If it does, you will be eligible for an exchange.
3 – Do I have to pay to make the exchange?
It depends. This may vary depending on what happened during the delivery process of your order. We evaluate each case individually so that we can resolve the exchange in the best way possible. Therefore, exchanges may or may not incur costs. If the product received is damaged, Harmonisex will bear the full cost of the return. In situations where the exchange is due to dissatisfaction, such as the color of the item, this cost will be passed on to the customer.
4 – I placed an exchange order and would like to know how long it will take to receive my new product.
As soon as we receive your order, we will start a new delivery process. Thus, the terms of a new purchase will apply, in this case, 7 to 20 business days. You will also receive a new Tracking Code to track your order on the Post Office website.
5 – I received the product but missed the exchange deadline. Can I still make the exchange?
Unfortunately not. As we have made the exchange deadline explicit, we cannot make the exchange after the established deadline. Your purchase will no longer be available in our system after seven days of receipt. Therefore, we recommend that you check the product at the time of purchase, thus facilitating the possibility of an exchange.
6 – I didn't really like my purchase, but I saw another product on the website that I really liked. Can I exchange it for another product?
Yes, you can. If your purchase meets the requirements listed in question “1,” simply send an email or WhatsApp message to our Customer Service Center and request an exchange. When requesting an exchange, send us the link to the product you have chosen, specifying the color and size of the item. If the product is more expensive than the original, we will send you an additional charge through the Mercado Pago operator. If the value is lower, we will also issue a refund through the Mercado Pago operator. IMPORTANT: For this type of exchange, the costs of shipping the product to our Distribution Center will be borne by the customer. Furora Store undertakes to cover exchange costs when it is carried out due to a defect or damage to the product received.
7 – I want to request an exchange, but I have changed my address. Can I change it to receive the exchange at the new address?
Yes, you can, but please be aware of some conditions. You need to inform us of this change when you request the exchange. This way, we will change the address with your new details.