Our commitment is to provide high quality products and transparent customer service, fully respecting consumer protection laws. If you need to request an exchange, return or warranty assistance, we will be happy to assist you.
Right of Withdrawal — Returns within 7 days
According to consumer protection regulations, purchases made through our online store may be canceled within 7 (seven) calendar days after receiving the product.
To request a return, please contact us through our customer service channels:
WhatsApp: +55 27 99993-5321
E-mail: [email protected]
Customer service hours: Monday to Friday, from 10:00 AM to 6:00 PM.
Return conditions
The product must be returned:
- unused;
- in its original packaging;
- with all tags, accessories and included items;
- in perfect condition.
Once received, the product will undergo a quality inspection. If signs of misuse, customer-caused damage or missing items are identified, the return may be refused and the product will be sent back to the customer.
Shipping costs
The shipping cost for returns requested under the right of withdrawal will be covered by Bacutias. Once the request is approved, we will provide shipping or pickup instructions.
Refunds
Refunds will be processed only after the returned product is received and approved through inspection.
Refund methods:
- Credit card: refunds may appear within up to two billing cycles, according to the card issuer’s policies;
- PIX, bank transfer or bank slip payments: refunds will be made within up to 10 business days to the bank account of the purchase holder.
Exchanges for color, model or preference
We accept exchange requests within 30 (thirty) calendar days after the product is received.
To request an exchange, please contact us informing:
- order number;
- full name;
- purchase holder identification;
- reason for exchange.
Exchange conditions
Products must be returned:
- unused;
- in their original packaging;
- with all tags and accessories.
All items will be inspected before exchange approval.
Shipping costs
The first exchange shipping cost will be covered by Bacutias. Additional exchanges related to the same order may have shipping costs charged to the customer.
Price differences
If the newly selected product has a higher value than the original item, the customer must pay the difference.
If the new product has a lower value, the remaining balance may be offered as:
- store credit with no expiration date;
- proportional refund, subject to review.
Customized and made-to-order products
Bacutias products are handcrafted and many pieces are produced exclusively upon request, including customized colors, weavings or specifications selected by the customer.
Therefore, customized or made-to-order products cannot be exchanged or returned for preference-related reasons.
In cases involving manufacturing defects, the customer will be assisted normally under the brand’s warranty policy.
Sale and clearance products
Products purchased during promotional campaigns, sales or special conditions may be subject to specific exchange rules previously informed on the product page or during checkout.
Manufacturing defect warranty
Bacutias products include a 90 (ninety) day legal warranty against manufacturing defects, counted from the delivery date.
The warranty exclusively covers defects related to the structure, assembly or handcrafted weaving.
The warranty does not cover:
- natural wear and tear;
- misuse or improper handling;
- inappropriate exposure to weather conditions;
- improper storage;
- damages caused by third-party transportation after delivery;
- modifications or repairs made without Bacutias authorization.
If a manufacturing defect is confirmed, Bacutias may provide:
- product repair;
- replacement;
- store credit;
- partial or full refund, according to technical evaluation.
Important
As handcrafted products, slight variations may occur in:
- color tones;
- weaving tension;
- finishing;
- dimensions;
- material textures.
These characteristics are part of the handmade and exclusive identity of every Bacutias piece.
Customer Service
Our team is available Monday through Friday, from 10:00 AM to 6:00 PM.
WhatsApp: +55 27 99993-5321
E-mail: [email protected]
