Return and Exchange Policy

Exchange and Return Policy

Exchange, Return and Refund Policy – Carleone Club

The Carleone Club is committed to your complete satisfaction. Should you receive a product with any manufacturing defect or that is not as ordered, we guarantee your right to an exchange or return, as provided by the Consumer Defense Code, following the terms below:

1. Deadlines for Requests

  • Dissatisfaction with the product: up to 7 (seven) calendar days from receipt.

  • Manufacturing defect: up to 30 (thirty) calendar days from receipt.

  • 1-YEAR WARRANTY AGAINST MANUFACTURING DEFECTS ONLY

The first step is to contact our Customer Service Center via email: Atendimento@carleoneclub.com.br

2. Conditions for Exchange/Return

  • The product must not show signs of use.

  • The item must be sent directly to our PO Box/Address informed by the support team.

  • Once the product is received and analyzed, we will proceed with the exchange or refund within 5 (five) business days.

Our team will follow up and guide you through the entire return process.

3. Options in Case of Return for Dissatisfaction

After analysis and approval:

  1. Exchange for another product available in stock.

  2. Refund of the amount paid for the product. (We do not refund shipping costs if the delivered product is in compliance and defect-free).

4. Carleone Warranty

All products have a 30-day warranty starting from the date of receipt.

To claim the warranty, it is necessary to:

  • Send a video of up to 1 minute showing the defect, including the original packaging with the Postal/Carrier label.

  • Photos may also be accepted, provided they clearly show the defect along with the original packaging.

The warranty does not cover:

  • Damage in case of use in places with steam, heat, accidents, etc.

  • Damage caused by attempted repairs or modifications.

  • Improper use of accessories.

  • Natural wear and tear (e.g., scratches, oxidation, battery depletion).

  • Forced resistance tests (e.g., intentional impact, drops, pressure or water tests).

5. Frequently Asked Questions

– I requested an exchange. How long until I receive the product?
After confirmation of the return and approval of the quality analysis, the new product will be shipped within 5 business days.

– I requested a return. How long until I am refunded?

  • Credit card: refund directly to the statement or store credit. (The timeframe may vary from 30 to 60 days depending on the card issuer).

  • Payments via intermediaries (PagSeguro, pagbank, Mercado Pago, etc.): refund processed through the same platform.

– Product returned with signs of use or misuse: will be sent back to the customer without prior notice.

6. Carleone Commitment

The Carleone Club values the trust of its customers. Therefore, we follow transparent and fair processes to ensure your security with every purchase.