Return Policy

EXCHANGE AND RETURN POLICY SUMMARY

Here's an organized summary of our exchange and return policies, highlighting the most important points for quick and clear reference.

TIMEFRAMES AND REQUESTS

• Request Deadline: You have up to 30 days from the date of receipt to request an exchange or return.
• How to Request: Requests must be made exclusively online.
• Request Analysis: After submitting the form, our team will have up to 48 business hours to review your request and respond via email.

SHIPPING COSTS

• First Exchange (Shipping to Our Facility): The cost of shipping the product back to our warehouse is FREE for your first exchange.
• Return Shipping (New Product to Customer): The shipping cost to send the replacement product back to you is the customer's responsibility.
• Subsequent Exchanges: Shipping fees for additional exchanges beyond the first will be the customer's responsibility for both directions.

DEFECTIVE PRODUCTS

Did your product arrive defective? First of all, we sincerely apologize! All our products are inspected before shipping, but occasionally an error may slip through. Don't worry—we'll do everything we can to resolve the issue as quickly as possible.

• Defect Reporting Timeframe: Exchanges for defects must be reported within 90 days from the date of receipt.
• How to Report a Defect:
  1. Submit your request through: https://fabricacoelho.troque.app.br
  2. Select the order containing the defective item
  3. Upload a photo clearly showing the defect
  4. Complete the form accurately
  5. Wait for our analysis (up to 48 business hours)
  6. You'll receive a response via email
• Defect Resolution:
  • Don't worry about return shipping costs (packaging not included)—Fábrica Coelho will cover them.
  • Once we receive the item, it will undergo inspection within 5 business days.
  • You'll receive either:
    • A replacement product (shipping included)
    • A refund or store credit for the item value + original shipping
  • If you received a discount on your purchase, the refund will reflect the amount actually paid.

Important: Products returned without prior authorization or outside the exchange period will not be accepted.

Note: Promotional items, discounted products, or items participating in special offers are not subject to exchange and return procedures, except in cases of manufacturing defects.

IMPORTANT INFORMATION AND ELIGIBILITY CRITERIA

To maintain excellent relationships with our customers, the following criteria must be met when requesting an exchange:

• General Requirements:
  • ✓ Products (such as biscuits or cookies) must be in their original, unopened packaging (unless defective).
  • ✓ For merchandise items (e.g., promotional apparel), items must be unworn, clean, odor-free, and unaltered.
  • ✓ All tags, labels, and seals must be attached and intact.
  • ✓ Products must be sent with the invoice or packing slip.
  • ✓ Prior authorization is required—unauthorized returns will not be accepted.
  • ✓ Requests must be made within the specified timeframe.
• Non-Returnable Items:
  • ✗ Opened food products (unless quality defect is proven).
  • ✗ Used, soiled, or modified products.
  • ✗ Items with removed tags or labels.
  • ✗ Products with odors (perfume, sweat, etc.).
  • ✗ Items returned without prior authorization.
  • ✗ Returns requested after the deadline.
  • ✗ Products that don't meet the criteria listed above.

Failed Return Policy:

• Items that don't meet the above criteria will be returned to the customer.
• The exchange will not be processed.
• Return shipping fees will be charged to the customer.

REFUND PROCESS

• Inspection Timeline: Once we receive your return, inspection will be completed within 5 business days.
• Refund Methods:
  • 💳 Credit Card: Refunds will be credited to the original card used for purchase within 5-10 business days. The actual posting time may vary depending on your card issuer (typically 1-2 billing cycles).
  • 🏦 Bank Transfer: Refunds via bank transfer will be processed within 5-10 business days to the original payment account.
  • 💵 Store Credit: You may opt to receive store credit with a 10% bonus, valid for 6 months from issue date.
• Refund Amount:
  • Product value: Full amount paid for the item.
  • Shipping: Original shipping is refundable only for defective or incorrect items.
  • Discounts: If promotional codes were used, refund reflects the actual amount paid.
  • Gift cards: Non-refundable but can be used for exchanges.

EXCHANGE PROCESS

• Exchange for Different Product:
  • We're happy to make your experience seamless! If you want to try a different flavor or product:
  • Submit your exchange request through our portal.
  • Specify the new item desired.
  • We'll verify availability in stock.
  • Once we receive and approve your return, we'll ship the new item within 3-5 business days.
• Price adjustments:
  • More expensive item: We'll send a payment link for the difference.
  • Less expensive item: We'll refund the difference via original payment method.
• Out of Stock Items: If your desired item is unavailable, you can:
  • Choose another product of equivalent value.
  • Request a full refund.
  • Receive store credit with 10% bonus to use when item is back in stock.

QUALITY GUARANTEE

All Fábrica Coelho products come with a warranty against manufacturing and quality defects:

• 90-day standard warranty
• Warranty Coverage:
  • ✓ Packaging defects (sealing issues).
  • ✓ Product quality issues (flavor, texture consistency not matching standards).
  • ✓ Foreign objects or contamination.
  • ✓ Abnormal fading or factory-origin stains on packaging.
• Not Covered:
  • ✗ Normal consumption.
  • ✗ Damage from improper storage (e.g., melted chocolate due to heat exposure after delivery).
  • ✗ Accidental damage or misuse.
• To Claim Warranty:
  1. Contact our customer service.
  2. Describe the defect and submit photos.
  3. Await analysis and approval (1-2 business days).
  4. Ship the product for analysis if requested.
  5. Receive replacement product or refund within 30 days.

RIGHT TO CANCEL

You have 7 days from receipt to cancel your purchase without justification.

• In this case:
  • Full refund including original shipping costs.
  • Product must meet return conditions described above (unopened, original packaging).
  • Return shipping is customer's responsibility.
  • Refund follows standard timeline (5-10 business days after receipt).

RETURN ADDRESS

⚠️ ATTENTION: Do not send products without prior authorization! After approval of your request, we'll provide the correct return address. Returns sent without authorization or to incorrect addresses will not be accepted.

CUSTOMER SUPPORT

Our team is ready to help!

• 📧 Email: support@fabricacoelho.com.br
• 💬 Live Chat: Available on our website
• 🕐 Hours: Monday-Friday, 9 AM - 6 PM EST | Saturday, 9 AM - 1 PM EST
• Average Response Time: 2 hours during business days

FREQUENTLY ASKED QUESTIONS

• Q: Can I return a sale item?
  • A: Yes, unless marked as "final sale." Sale items follow the same return rules.
• Q: I bought multiple items. Can I return just one?
  • A: Yes! You can return any number of items from your order as long as they meet the conditions.
• Q: The product arrived defective. Do I pay return shipping?
  • A: No! For defects, shipping errors, or damage, return shipping is completely free.
• Q: How long until I receive my refund?
  • A: After return approval, refunds are processed in 5-10 business days. The time to appear in your account may vary by bank or card issuer.
• Q: Can I exchange at a physical store?
  • A: Online purchases must be exchanged through our online customer service.
• Q: How long until I receive my exchanged product?
  • A: After we receive and approve your return (3-5 business days), the new product ships within 3 business days + standard delivery time to your location.