How to proceed with your exchange/return

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Joules & Joules, aiming for your complete satisfaction when making purchases on our e-commerce platform, has established an Exchange and Return Policy based on the Consumer Protection Code and your needs as a customer.

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First and foremost, it's important to note that you should refuse to accept your product if it's in the following conditions:

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- With tampered packaging
- Showing damages
- Not corresponding to the ordered item

 

 

Deadlines for Exchanges or Returns: 07 calendar days from the receipt of the order. Requests made after this period will not be accepted.

For an exchange to take place, it is essential that the product is in perfect condition, without signs of use or damages, accompanied by the invoice.

 

(Important: The retailer is not obliged to exchange the product if they do not wish to, but if the consumer wants to RETURN, it is the retailer's obligation to accept the product and refund the FULL value of the purchase, including shipping). As a matter of good e-commerce practice, however, it's reasonable to provide a period for exchanges.

 

 

Deadline for exchanges:
 

Deadline for Defective Exchanges: 30 calendar days from the receipt of the product.

 

1) To request the exchange of the product, contact our Customer Service, providing the order number and reason for the exchange.

 

2) The store will send the chosen postage code for the reverse logistics to be carried out.

 

Once the item returns to the store, it will be analyzed by the quality control team. If there are no impediments, the exchange or refund of your money will be processed.

 

The analysis of the refunded product may take up to 10 business days.

 

What you need to know:

 

1) If the product does not comply with the conditions outlined in this Exchange and Return Policy, the store will return it to the consumer and will not proceed with the exchange;

 

2) Products sent to the store without following the steps outlined in this Policy will be returned to the consumer, and the Store will not be responsible for these products;

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3) The Store disclaims responsibility for exchange or return if the consumer alters the original conditions of the product;

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4) The consumer will bear the shipping costs if they decide to proceed with a second exchange of the product.