Refund policy

Returns Policy

We have a 30-day returns policy. This means you have 30 days after receiving your item to request a return. To be eligible for a return, the item must be in the same condition in which you received it: unused, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase. To initiate a return, please contact us at contato@smartlivloja.com.br. Please note that returns must be sent to the following address. If your return is accepted, we will send you a postage label, along with instructions on how and where to send your parcel. Items sent back without a prior return request will not be accepted. Please contact us at contato@smartlivloja.com.br if you have any questions about returns.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if an item is faulty, damaged, or if you have received the wrong item, so that we may assess the issue and put it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom-made products (special orders or personalised items), and personal care products (beauty items). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns regarding your specific item. Unfortunately, we are unable to accept returns on sale items or gift cards.

Exchanges

The quickest way to ensure you receive what you want is to return the item and, once the return has been accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if goods are being dispatched to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As noted above, the item must be in the same condition in which you received it — unused, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether your refund has been approved. If approved, a refund will be issued automatically to your original payment method within 10 working days. Please bear in mind that it may take some time for your bank or credit card provider to process and post the refund. If more than 15 working days have passed since your return was approved, please contact us at contato@smartlivloja.com.br.