Returns & Exchanges

GENERAL PROVISIONS

If you need to exchange or return your goods, we have created a policy that meets your needs and respects current legislation (such as 1990 Federal Law No. 8078, which gave rise to the Consumer Protection Law). To make this processes happen in a quick way, you can follow the options below:


ATENTION
 

Products purchased at the online store (www.ostrabrasil.com.br) cannot be exchanged at the physical store of OSTRA BRASIL.

In order to carry out the exchange, the sales periods of the respective collection must be observed. Products purchased at the online store (www.ostrabrasil.com.br) that are On Sale or with Discount, can only be returned following the return policy procedures.

 

* We do not exchange products On Sale or with Discount.



I. RETURNS:
Directly to the online store (www.ostrabrasil.com.br) 
Any return to the online store (www.ostrabrasil.com.br) must be communicated in advance to the OSTRA Customer Service Center, via email: backoffice@ostrabrasil.com.br 
The online store (www.ostrabrasil.com.br) will not accept products returned without prior communication or with communication after the deadline; absence of items or additional information, especially the original Electronic Invoice; or in disagreement with other conditions specified and indicated herein. The communication to the OSTRA Call Center must occur within 7 (seven) consecutive days, starting from the receiving date of the goods at the delivery address (according to article 49 of the Consumer Defense Code).

 


II. EXCHANGE  
The exchange of products cannot be carried out at OSTRA BRASIL's physical store and the product must be in the conditions described below (PRODUCT CONDITION FOR EXCHANGE OR RETURN), with the label tagged, along with the invoice received with the item. 
* We do not exchange products On Sale or with Discount. 
CONDITION FOR EXCHANGE AND RETURN: 
If the conditions described below are not followed, OSTRA BRASIL has no obligation to accept the exchange or return. 
Only unwashed, unused and odorless products will be accepted; 
Items that have been altered by the customer (example: dressmaker adjustments in the hem, waist or any type of alteration in the item) will not be accepted. 
The product must be intact and the exchange label tagged in the item; 
Products returned to the online store (www.ostrabrasil.com.br) must have the original Electronic Invoice, a document that follows your order.

(according to article 49 of the Consumer Defense Law).

RETURNS OR EXCHANGE OF THE PRODUCT

 

All products in the online store (www.ostrabrasil.com.br) are reviewed by our Quality Control. If you happen to purchase a defective product from the online store (www.ostrabrasil.com.br), you will have the options below:


a. Exchange or Repair: The product must be sent to the address designated in the email that our Customer Service Center will forward, following the standard procedure. If it is necessary to make the Exchange due to the size of the pieces, this replacement can be made directly to the online store (www.ostrabrasil.com.br), however, the cost of shipping will be on account of the customer.

b. Return to the online store (www.ostrabrasil.com.br): As a last resort, when the customer chooses to cancel the purchase and consequently return products, they must be sent to the online store (www.ostrabrasil.com.br ) according to the guidelines that will be forwarded by email by the Customer Service Center. When we receive the items, our Quality Control will make an analysis to confirm that everything is in accordance with the "Product Condition for Exchange or Return”. This analysis will be completed within 7 (seven) business days from the receiving day of the item(s). After verifying all conditions for withdrawal have been met, the online store (www.ostrabrasil.com.br) will instruct, as soon as possible, the credit card administrator to reverse the entire amount of the return. The deadline for requesting this refund is up to 90 (ninety) business days. If you have obtained a discount on your purchase, referring to a Sale or Discount, your refund will be the amount paid at purchase, considering this discount.
The online store (www.ostrabrasil.com.br) will not accept products returned without prior communication or with communication after the deadline; absence of the following items or information, especially the original Electronic Invoice; or in disagreement with other conditions foreseen and indicated herein.

c. In case of EXCHANGE DUE TO DEFECT OF THE PRODUCT, the shipping will be paid by OSTRA BRASIL.
* We do not exchange products On Sale or with Discount.