The distribution sector has up to 5 (five) business days to separate the order.
For orders for in-store pickup, we have a period of 1 business day for separation and pickup in the store within 3 business days, between Tuesday and Saturday, from 11:30 am to 6:00 pm.
Products purchased through the website carnan.com.br cannot be exchanged in the physical store, only on the website.
You have up to 30 (thirty) days after receipt to request the exchange of products purchased on the website carnan.com.br
1 exchange (per order) at our expense and from the 2nd exchange onwards the costs are the customer's responsibility.
Vouchers released for exchange remain valid for 30 calendar days .
In case of returns , you have a period of 7 days from your subscription or receipt of the product or service to cancel your purchase.
Exchanges or returns in the physical store will only be accepted upon presentation of the receipt.
Coupons are not valid on collaborative collections.
Products purchased on sale or at promotional prices DO NOT EXCHANGE:
For exchanges and returns, simply request directly at the link carnan.troquefacil.com.br
To perform:
1- Access: carnan.troquefacil.com.br
2- Enter your order number + the email used for the purchase
You will be the one making your exchange/return/order, so pay attention to the information!
An email will be sent with the authorization code from the Post Office to process your return. The code is valid for 10 days for posting; after this period, the coupon will be automatically canceled.
Ah! Only one return request is allowed per order. Return conditions:
We do not exchange products outside the exchange period and products with promotional prices.
The product must be intact and the exchange label attached to the item.
If the product is defective due to misuse, the refund will not be authorized and the product will be returned to the customer.
Exchanges or returns in the physical store will only be accepted upon presentation of the receipt.
*exchange and return policy for ceramics*
1- pay attention to the descriptions in the body of the text that accompanies each product, on the right of the page. The photos of the products are of real items but they are not the ones that will be sent. The photos are merely illustrative.
2 - pay attention to the dimensions and quantity of items that come with the product, which can be found in the body text on the right of the product page;
3 - All products are handmade and therefore may have variations in details, shape and size between them.
IMPORTANT: If the product arrives damaged during transport, with missing items, with items that do not match the order or with the packaging damaged, please notify us within 24 hours after delivery of the product to the requested location via email at contato@carnan.com.br, otherwise, it will not be classified as a refusal, but rather as regret or cancellation.
If refused, the order must be returned in its original internal packaging and the customer will be offered a voucher for the value of the item, exchange for other items or a refund.
According to article 49 of the consumer protection code, the customer who makes purchases by means other than the physical store, has 7 days, counting from the date of receipt of the product, to cancel the purchase, notify us and make the return.
The customer must send us the product with the original internal packaging, and if we find that the product does not show signs of use, he/she may choose another item for exchange. If the product in question is out of stock, the customer will be offered a shopping voucher for the value of the item, exchange for other items or a refund.
the refund period is 7 (seven) days and is made using the same payment method