Refund policy

Exchange Policy
All requests for exchange or return must be formally communicated to the Customer Service Channels available on our website.

1. Right of Withdrawal
1.1. The Customer may exercise the Right of Withdrawal within 7 (seven) calendar days, counted from the receipt of the product, as established in article 49 of the Consumer Defense Code.

1.2. The Customer must expressly express his/her regret through the Customer Service Channels available on the website. If the return of the product is not accepted, the amounts paid will not be refunded, and Menela will resend the product to the Customer via PAC.

1.3. For the return to be accepted, the product must be in its original packaging, without signs of use and accompanied by the invoice.

1.4. After the Customer expresses his/her wish to exercise the Right of Withdrawal, Menela will send immediate confirmation of receipt of the request.

1.5. Within 7 (seven) calendar days after the request, Menela will send a reverse postage code to the Customer, valid for 7 calendar days, so that the product can be sent at no additional cost.

1.6. The Customer must post the product at any Post Office within 7 calendar days of receiving the reverse postage code.

1.7. If the Customer does not use the postage code within the established period, he/she may still return the product on his/her own within 14 (fourteen) calendar days, bearing the shipping costs.

1.8. After analyzing and approving the return, Menela will fully refund the amounts paid by the Customer.

1.9. If, after the 14 days mentioned in item 1.7, the Customer has not yet sent the product, he/she will have another 7 days to do so, bearing the full shipping costs.

1.10. The request for withdrawal will be analyzed by Menela, with a response sent to the Customer within 7 (seven) business days after receipt of the product.

1.11. If Menela refuses the Right of Withdrawal request, the Customer will be formally informed of the reasons.

1.12. Menela is not obliged to comply with exchange or return requests if the Customer has not formally expressed his/her withdrawal within 7 (seven) calendar days.

1.13. Returns will only be accepted if the product is sent in its original packaging, without damage and with all original components.

1.14. If the above conditions are not met, Menela will not accept the return, and the product will be returned to the Customer with a statement stating the reasons for refusal.

2. Damaged Products
2.1. At the time of delivery, the Customer or the third party responsible for receiving the product must check the integrity of the packaging. If there are signs of tampering or damage, the delivery must be refused immediately.

2.2. If the Customer or third party chooses to receive a product with damaged packaging, the damage must be noted on the Invoice or Bill of Lading at the time of receipt.

2.3. If the Customer realizes that the packaging was not in perfect condition only after receipt, he/she must contact Menela within a maximum period of 48 (forty-eight) hours.

2.4. The Customer has up to 48 hours from the date of receipt to notify Menela of any apparent damage or defect in the product. After this period, the delivery will be considered accepted in perfect condition.

2.5. Requests for exchange due to apparent damage or defects made after 48 hours of receipt will not be accepted.

2.6. If the request is accepted, Menela will send the Customer a reverse postage code, valid for 7 (seven) calendar days, so that the product can be sent free of charge.

2.7. The exchange will only be made after the product has been received and analyzed. If any inconsistency is found between the Customer's complaint and the actual condition of the product, such as no damage or signs of misuse, Menela may refuse the exchange and return the product to the Customer without prior authorization.

2.8. The Customer must check, upon receipt, whether the product corresponds to what was purchased. If the product delivered is not correct, the delivery must be refused and Menela must be contacted within 48 (forty-eight) hours.

2.9. If the Customer later realizes that the product received is not the one purchased, he/she must return it in the same conditions in which it was delivered. Failure to comply with this obligation may result in the Customer being charged the amount of the product received incorrectly, in addition to liability for any damages and losses caused to Menela.