EXCHANGES AND RETURNS
You can return any item purchased within 14 days of the delivery date. When requesting exchanges or returns, you must ensure that all items are in the same condition as you have received them, with the original labels and their respective invoices.
After receiving the order, the customer has 14 days to return the product. You should contact our customer service through email ([email protected]) before returning the order, so that we can reserve the new article on your behalf. In any case, these orders are subject to prior stock confirmation.
If you would like to return an order, you have to:
1. Send an email to [email protected] with the order number to get the instructions;
2. After receiving the instructions, pack the items in the order box (or any rigid carton box), and make sure the merchandise you return is in its original condition, tags and packaging included.
The cost of return shipping is at the customer's expense.
Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed.
Once the return is approved, you will receive a confirmation email indicating that your refund will be completed via the original payment method, excluding the delivery costs.
If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation e-mail.
How long does it take to get refunded?
We usually accept returns within 3 to 7 business days of their arrival at our warehouse; once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.
The time needed to process your refund may vary based on the payment method used:
Credit Card: our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.
PayPal: You will see the refund in your PayPal account within 24 hours of the Return Acceptance Confirmation email.
Multibanco or MBWay: Your refund will be issued through wire transfer to the same bank account that the payment was made. You will see the refund in your account within 10 business days of the Return Acceptance Confirmation email.
Sahoco reserves the right to refuse returns communicated or sent after the established deadline, or items that are not in the same condition in which they were purchased.