This exchange and return policy is valid as of August 2026.
At Carla Visintini, every piece is made with care and attention to detail. Even so, if you need to exchange or return an item, we follow Brazil's Consumer Protection Code and aim for a simple, transparent process.
a) Return by regret (online purchases)
You can request a return within 7 (seven) calendar days from the date the order is received.
b) Exchange by preference (e.g., model, color, gift, etc.)
You can request this within 7 (seven) calendar days of receipt, provided the product is unused and in perfect condition (see item 2).
c) Defective product (manufacturing fault) — Extended 12-month warranty
You can request an assessment within 12 (twelve) calendar months from the date the order was received, for problems demonstrably originating from the piece's manufacturing — a period Carla Visintini voluntarily extends beyond the legal minimum, to give you extra peace of mind with your purchase.
For an exchange or return to be accepted, the product must:
show no signs of use, and be in perfect condition (no scratches, marks, odors, damage or alterations);
be in its original packaging, including any items that came with the piece (e.g., box, certificate, tags, gifts and accessories, when applicable);
be sent with proof of purchase (order number or receipt).
Important: do not send the product back without authorization. After your request, we'll send you instructions and, when applicable, the shipping procedure.
You can request your exchange or return in two ways:
a) In person, at our physical store
Bring the product, proof of purchase and original packaging to: Av. dos Andradas, 352, Maringá - PR, Brazil, with a prior appointment scheduled via WhatsApp or email. Our team will assist you on the spot, assess the product's condition (see item 2) and proceed with the exchange, return or defect assessment right there.
b) By email
Send an email to [email protected] with:
full name;
order number;
reason for the request;
if there's a defect: description + photos and/or video showing the problem.
Once we receive your email, our team will reply with instructions for the process.
If you change your mind about your purchase within the legal window, you can return the product.
Once we receive the piece and confirm the conditions (item 2), the refund will be issued to the same payment method used in the purchase.
The refund is processed within up to 30 days after we receive the returned product (timing from card issuers and banks may vary).
Carla Visintini offers a 12 (twelve) month warranty against manufacturing defects. After we receive the item for assessment, we resolve the case within 30 days, as required by law, and you can choose an exchange, refund or store credit, depending on the case.
To see what is and isn't covered by the warranty (exclusions), see our full Warranty page.
For returns by regret (7 days) or suspected manufacturing defects, shipping the piece back for assessment is done via return shipping covered by the store — you'll receive a shipping code and instructions by email, at no cost to you.
If the manufacturing defect is confirmed, the entire process (exchange, refund or credit) proceeds at no additional cost to you.
If the assessment concludes the problem is not a manufacturing issue (e.g., wear from use, damage from a drop, or chemical products — see exclusions in item 5), the piece will be sent back to you, and return shipping will be your responsibility, with the cost informed before reshipping.
Please note: we do not cover packaging costs for shipping. We recommend reusing the original packaging (if in good condition) or using a suitable box to protect the piece during transport.
Personalized and/or made-to-order pieces may have specific rules for exchange by preference, due to the nature of the product.
Even so, the right of regret (7 days) and the 12-month warranty against manufacturing defects remain guaranteed.
If the purchase was made as a gift, the refund (when applicable) is issued to the buyer's original payment method.
If you prefer, you may request store credit instead.
If you still don't see your refund:
check your bank statement again;
confirm with your card issuer (it may take a few days/billing cycles);
then, check with your bank.
If you still have questions, contact us at [email protected]
In cases of exchange by preference (e.g., model, size, color or gift) and once the request is accepted by the store, the customer must cover the shipping cost for sending the product to be exchanged, in accordance with the Consumer Protection Code.
For cases of regret (7 days) or manufacturing defect (12-month warranty), the store handles return shipping, as described in item 6.
To ensure transparency in returns that don't cover the full order, the following proportional rules apply:
Calculation with a discount coupon: If a discount coupon (percentage or fixed amount) was applied to your cart total at checkout, the refund for the returned item will be calculated proportionally. The refunded amount will be exactly the item's original price minus the equivalent discount it received on that purchase.
Shipping on partial returns: If you return only part of your order and keep one or more items, the original shipping fee paid at checkout will not be refunded, since the delivery service was actually used for the items you kept. Return shipping for the returned piece continues to be covered by the store, as described in item 6.
If you have any questions about this policy, contact us:
📩 [email protected]
