EXCHANGE POLICY — Lucy Sex Shop
This exchange policy is valid from Apr 2024.
If you are not satisfied with the product or have regretted the purchase, you can request an exchange or return within 7 days from the date of receipt of the order at your address.
Conditions for making an exchange:
If you want to exchange it, the product must be in perfect condition and without signs of use, that is, in the same condition as you received it. Furthermore, it is essential that the item is in its original packaging.
How to request an exchange:
Send an email to [email protected], stating your full name, order number and reason for the exchange. You will receive contact from us with the information necessary to make the exchange.
Conditions for return due to regret:
If you regret your purchase, you can also return your order within 7 days from the date of receipt of the order at your address.
How to request a return due to regret:
Send an email to [email protected], stating your full name and order number. You will receive a refund within 30 days of the date we receive the returned products. The amount will be refunded using the same payment method you selected when purchasing in our online store. There will be no additional cost for you to receive your refund.
Products with manufacturing defects:
According to Brazilian legislation, in the case of items with manufacturing defects, you have the right to request a return within 30 days, counting from the date of receipt of the order at your address.
How to request a return for defective products:
Send an email to [email protected], stating your full name, order number and information about the manufacturing defect (description with photos or videos). We will review your case within 30 days from the date we receive the returned products. The amount will be refunded using the same payment method you selected when purchasing in our online store. There will be no additional cost for you to receive your refund.
How to return products:
Following what is established by Consumer Law, the shipping costs for returning products due to the right of withdrawal or items with manufacturing defects will be covered by our store through the reverse logistics process.
You will receive a postage authorization code by email after your exchange or return request and you must post the merchandise at a Post Office. We do not cover packaging costs, so we suggest that you use the same packaging in which you received your purchase (if it is not damaged) or a suitable box that preserves the pieces during transport.
Contact us:
If you have any questions about our exchange policy, please contact us at [email protected].
