Exchanges and Returns

Right of withdrawal

Upon receipt of the order, the user has the right to terminate the contract and return your purchase without having to invoke any reason, provided that the products have not been opened or any tamper-proof seals have been removed after delivery, simply , for this, communicate to us the intention to terminate the contract through any means susceptible of proof. Not applicable to personalized products.

The period of free withdrawal is 14 days from the moment when the consumer, or a third party indicated by him, acquires physical possession of the property.

In view of the aforementioned resolution, Padrão Bê will reimburse the user for all payments received, including the cost of delivery of the good, except when the consumer requests a different and more costly delivery method than the commonly accepted and less expensive method proposed by Padrão Bê. However, it is up to the consumer to bear the cost of returning the goods. The refund of the amounts paid by the user will occur within 14 days after the one in which Padrão Bê has been informed of the termination of the contract and will be made through the payment method used by the buyer or another requested by the user. However, reimbursement will only occur after receipt of the products received or after proof of shipment of the order and verification of the condition of the goods.

Defective or damaged products in transit.

All of our products are guaranteed against manufacturing defects for two years from delivery. The warranty does not include misuse or normal wear and tear.

In case of a defective product, Padrão Bê will proceed, depending on the case and according to the user’s will, to replace, repair, reduce the price or terminate the contract, solutions that will be free for the user. The user has a period of 2 months from the knowledge of the defect or non-conformity to report the situation. To do this, you should contact Padrão Bê through any contact available on our website or the customer support service and we will inform you of the repair / replacement process.

Unless proven otherwise, it will be understood that all products are in compliance with the contract whenever they fulfill all the requirements that are expressed below:

  • Adjust to the description made by the seller and possess the qualities of the product that the seller has presented to the consumer and user in the form of a sample or model;
  • If the product is damaged during transport, it should also be noted that, whenever possible, if there is an anomaly in the delivery act, the customer or third person who receives the order must proceed with the annulment of the transport ticket that the carrier asks to sign. If the order is not delivered in the proper conditions, this indication must be specified in the guide, with a brief description of the facts, and we need you to communicate it on the same day that you receive the order in order to communicate with the carrier. We ask you to please do not open the packaging;
  • Likewise, in order to facilitate the return process, we would like to thank you for sending us photographs of the damaged item and its packaging in the part where the damage occurred;
  • Before opening the order, we recommend that you check that the packaging matches what you ordered, making a complaint if there is any anomaly.


The customer can return any item, within a maximum period of 14 days, this period defined from the day when the consumer or a third person, in representation of the latter, with the exception of the carrier and indicated by the consumer, obtains physical possession purchased goods, provided that it is in the condition in which it was delivered, without being opened or used.

If several goods were purchased in the same order and sent separately, the 14 days start counting from the delivery of the last item in the order, even if the consumer wants to return one of the first items he received.