Exchange, Refund, and Return Policy

Exchange, Refund, and Return Policy

Our exchange policy follows the Brazilian Consumer Protection Code (CDC), which requires product exchanges for defective items within 90 (ninety) days of receipt, or for buyer’s remorse within 7 (seven) business days.

1. Exchange in Case of Defect
If a defect is found, the customer must contact us to receive instructions so the exchange request can be evaluated. The following terms apply:
1.1. If the defect is detected upon delivery, the customer should refuse to accept the product or immediately request an exchange.
1.2. If only one item is defective in an order with multiple pieces, kits, or lots, only the defective item will be replaced, and Ornitologia & Arte will cover the shipping costs.
1.3. If the product to be exchanged is no longer available, or if there is a difference in materials (size, color, material), we will agree with the customer on the best option for replacement or partial refund.
1.4. The customer may choose a refund for the defective product (e.g., if multiple mugs were purchased and one is broken, the refund will cover the broken mug only). Refunds will be processed within 15 business days.

2. Returns Due to Buyer’s Remorse
2.1. Products must be returned intact and complete, with no signs of use.
2.2. After requesting a return for remorse, an evaluation will be made to verify if the product has been used or damaged. In such cases, the return will not be accepted.
2.3. If the product is unused and intact, the customer will be refunded.
2.4. For returns due to remorse, the customer is responsible for the shipping cost, and products must be securely packaged.
2.5. Personalized items (e.g., with names, logos, or personal symbols) cannot be returned for remorse. This also applies to hand-painted artworks or any items requiring manual labor, as these are considered services rather than simple product purchases. Remorse must be communicated during production, at least to cover the cost of raw materials.