Exchanges and Returns

Na Elenzahome, nossa prioridade é a sua satisfação. Caso seja necessário realizar uma troca ou devolução, preparamos esta política detalhada para garantir um processo claro, justo e em conformidade com o Código de Defesa do Consumidor.

1. Condições Essenciais para Troca ou Devolução

Para que seu pedido de troca ou devolução seja aceito, o produto deve atender aos seguintes critérios:

  • Não apresentar qualquer sinal de uso, lavagem, manchas ou alterações de suas características originais.
  • Estar perfeitamente conservado, com a embalagem original intacta, todas as etiquetas afixadas e lacres de segurança (se houver).
  • Ser devolvido acompanhado de todos os seus acessórios, manuais e a nota fiscal/comprovante de compra.

Importante: Qualquer item que não esteja de acordo com as condições acima será automaticamente recusado e reenviado ao cliente, que arcará com os custos de reenvio.

2. Prazos para Solicitação

A. Arrependimento da Compra (Devolução)

Conforme o Art. 49 do Código de Defesa do Consumidor, você possui o direito de se arrepender da compra em até 7 (sete) dias corridos, contados a partir da data de recebimento do produto. Nesse caso, a devolução integral do valor é garantida.

B. Produto com Defeito de Fabricação

Se, infelizmente, o produto adquirido apresentar algum defeito de fabricação, o prazo para solicitar a troca é de 30 (trinta) dias corridos a partir do recebimento. Após esse período, por favor, entre em contato diretamente com o fabricante do produto.

C. Produto Recebido em Desacordo com o Pedido

Caso você receba um produto diferente do que foi comprado, pedimos que entre em contato conosco em no máximo 48 horas após a entrega. Providenciaremos a troca pelo item correto sem nenhum custo adicional para você.

3. Procedimento para Solicitar sua Troca ou Devolução

Para iniciar o processo, siga os passos abaixo:

  1. Envie um e-mail para support@elenzahome.com, informando no assunto "SOLICITAÇÃO DE TROCA" ou "SOLICITAÇÃO DE DEVOLUÇÃO".
  2. No corpo do e-mail, inclua os seguintes dados essenciais:
    • Número do seu pedido;
    • Nome completo e CPF do titular da compra;
    • O motivo detalhado da sua solicitação;
    • Para casos de defeito ou produto errado, anexe fotos ou vídeos nítidos que comprovem o problema.
  3. Nossa equipe responderá em até 2 dias úteis com todas as instruções necessárias para o envio do produto.

4. Análise e Opções de Reembolso/Troca

Após o recebimento do produto, ele passará por uma análise de até 5 (cinco) dias úteis. Confirmada a conformidade, você terá as seguintes opções:

A. Para Trocas

  • Troca por outro produto: Se houver diferença de valores, um novo pagamento ou estorno será ajustado.
  • Vale-compras: Receba um crédito no valor do produto para ser utilizado em sua próxima compra.

B. Para Devoluções (Reembolso)

  • Cartão de Crédito: O estorno será solicitado à administradora do cartão (prazo de 1 a 2 faturas).
  • Pix ou Boleto Bancário: O valor será depositado na conta bancária do titular em até 7 dias úteis.

At Elenzahome, your satisfaction is our priority. If you need to make an exchange or return, we have prepared this detailed policy to ensure a clear, fair process and in compliance with local consumer laws.

1. Essential Conditions for Exchange or Return

For your exchange or return request to be accepted, the product must meet the following criteria:

  • Show no signs of use, washing, stains, or alterations to its original characteristics.
  • Be perfectly preserved, with the original packaging intact, all tags attached, and security seals (if any).
  • Be returned with all its accessories, manuals, and the invoice/proof of purchase.

Important: Any item that does not meet the above conditions will be automatically refused and returned to the customer, who will bear the return shipping costs.

2. Request Deadlines

A. Change of Mind (Return)

According to the [Consumer Contracts Regulations], you have the right to change your mind about the purchase within 14 (fourteen) calendar days from the date of receiving the product. In this case, a full refund is guaranteed.

B. Manufacturing Defect

If, unfortunately, the purchased product has a manufacturing defect, the deadline to request an exchange is 30 (thirty) calendar days from receipt. After this period, please contact the manufacturer directly.

C. Incorrect Item Received

If you receive a product different from what you purchased, please contact us within 48 hours of delivery. We will arrange for the correct item to be exchanged at no additional cost to you.

3. Procedure to Request Your Exchange or Return

To start the process, follow the steps below:

  1. Send an email to support@elenzahome.com, with the subject "EXCHANGE REQUEST" or "RETURN REQUEST".
  2. In the body of the email, include the following essential data:
    • Your order number;
    • Full name of the buyer;
    • The detailed reason for your request;
    • For defective or incorrect items, please attach clear photos or videos showing the problem.
  3. Our team will respond within 2 business days with all the necessary instructions for shipping the product.

4. Analysis and Refund/Exchange Options

After receiving the product, it will undergo an analysis for up to 5 (five) business days. Once compliance is confirmed, you will have the following options:

A. For Exchanges

  • Exchange for another product: If there is a price difference, a new payment or refund will be arranged.
  • Store Credit: Receive a credit in the amount of the product to be used on your next purchase.

B. For Returns (Refund)

  • Credit Card: The refund will be requested from the card administrator (may take 1 to 2 billing cycles).
  • Bank Transfer: The amount will be deposited into the holder's bank account within 7 business days.

At Elenzahome, your satisfaction is our priority. If you need to make an exchange or return, we have prepared this detailed policy to ensure a clear, fair process and in compliance with local consumer laws.

1. Essential Conditions for Exchange or Return

For your exchange or return request to be accepted, the product must meet the following criteria:

  • Show no signs of use, washing, stains, or alterations to its original characteristics.
  • Be perfectly preserved, with the original packaging intact, all tags attached, and security seals (if any).
  • Be returned with all its accessories, manuals, and the invoice/proof of purchase.

Important: Any item that does not meet the above conditions will be automatically refused and returned to the customer, who will bear the return shipping costs.

2. Request Deadlines

A. Change of Mind (Return)

We offer a 30 (thirty) day return policy for change of mind, starting from the date you receive the product. In this case, a full refund is guaranteed.

B. Manufacturing Defect

If, unfortunately, the purchased product has a manufacturing defect, the deadline to request an exchange is 30 (thirty) calendar days from receipt. After this period, please contact the manufacturer directly.

C. Incorrect Item Received

If you receive a product different from what you purchased, please contact us within 48 hours of delivery. We will arrange for the correct item to be exchanged at no additional cost to you.

3. Procedure to Request Your Exchange or Return

To start the process, follow the steps below:

  1. Send an email to support@elenzahome.com, with the subject "EXCHANGE REQUEST" or "RETURN REQUEST".
  2. In the body of the email, include the following essential data:
    • Your order number;
    • Full name of the buyer;
    • The detailed reason for your request;
    • For defective or incorrect items, please attach clear photos or videos showing the problem.
  3. Our team will respond within 2 business days with all the necessary instructions for shipping the product.

4. Analysis and Refund/Exchange Options

After receiving the product, it will undergo an analysis for up to 5 (five) business days. Once compliance is confirmed, you will have the following options:

A. For Exchanges

  • Exchange for another product: If there is a price difference, a new payment or refund will be arranged.
  • Store Credit: Receive a credit in the amount of the product to be used on your next purchase.

B. For Returns (Refund)

  • Credit Card: The refund will be requested from the card administrator (may take 1 to 2 billing cycles).
  • Bank Transfer / Original Payment Method: The amount will be refunded to your original payment method within 7 business days.

At Elenzahome, your satisfaction is our priority. If you need to make an exchange or return, we have prepared this detailed policy to ensure a clear, fair process and in compliance with the Australian Consumer Law (ACL).

1. Essential Conditions for Exchange or Return

For your exchange or return request to be accepted, the product must meet the following criteria:

  • Show no signs of use, washing, stains, or alterations to its original characteristics.
  • Be perfectly preserved, with the original packaging intact, all tags attached, and security seals (if any).
  • Be returned with all its accessories, manuals, and the invoice/proof of purchase.

Important: Any item that does not meet the above conditions will be automatically refused and returned to the customer, who will bear the return shipping costs.

2. Your Consumer Rights (Australia)

A. Change of Mind (Return)

We offer a 30 (thirty) day return policy for change of mind, starting from the date you receive the product. (This is separate from your rights under ACL).

B. Faulty Goods (Major Failure)

Under the Australian Consumer Law, if your product has a major failure, you are entitled to a refund or replacement. A major failure is when the item is unsafe, significantly different from the description, or doesn't do what it's supposed to. Please contact us within a reasonable time.

C. Incorrect Item Received

If you receive a product different from what you purchased, please contact us within 48 hours of delivery. We will arrange for the correct item to be exchanged at no additional cost to you.

3. Procedure to Request Your Exchange or Return

To start the process, follow the steps below:

  1. Send an email to support@elenzahome.com, with the subject "EXCHANGE REQUEST" or "RETURN REQUEST".
  2. In the body of the email, include the following essential data:
    • Your order number;
    • Full name of the buyer;
    • The detailed reason for your request;
    • For defective or incorrect items, please attach clear photos or videos showing the problem.
  3. Our team will respond within 2 business days with all the necessary instructions for shipping the product.

4. Analysis and Refund/Exchange Options

After receiving the product, it will undergo an analysis for up to 5 (five) business days. Once compliance is confirmed, you will have the following options:

A. For Exchanges

  • Exchange for another product: If there is a price difference, a new payment or refund will be arranged.
  • Store Credit: Receive a credit in the amount of the product to be used on your next purchase.

B. For Returns (Refund)

  • Credit Card: The refund will be requested from the card administrator (may take 1 to 2 billing cycles).
  • Bank Transfer: The amount will be deposited into the holder's bank account within 7 business days.

At Elenzahome, your satisfaction is our priority. If you need to make an exchange or return, we have prepared this detailed policy to ensure a clear, fair process and in compliance with the Consumer Guarantees Act (CGA).

1. Essential Conditions for Exchange or Return

For your exchange or return request to be accepted, the product must meet the following criteria:

  • Show no signs of use, washing, stains, or alterations to its original characteristics.
  • Be perfectly preserved, with the original packaging intact, all tags attached, and security seals (if any).
  • Be returned with all its accessories, manuals, and the invoice/proof of purchase.

Important: Any item that does not meet the above conditions will be automatically refused and returned to the customer, who will bear the return shipping costs.

2. Your Consumer Rights (New Zealand)

A. Change of Mind (Return)

We offer a 14 (fourteen) day return policy for change of mind, starting from the date you receive the product. (This is a store policy, separate from your rights under the CGA).

B. Faulty Goods

Under the Consumer Guarantees Act, goods must be of acceptable quality. If your product is faulty, we will repair, replace, or refund it in accordance with the Act. Please contact us within a reasonable time.

C. Incorrect Item Received

If you receive a product different from what you purchased, please contact us within 48 hours of delivery. We will arrange for the correct item to be exchanged at no additional cost to you.

3. Procedure to Request Your Exchange or Return

To start the process, follow the steps below:

  1. Send an email to support@elenzahome.com, with the subject "EXCHANGE REQUEST" or "RETURN REQUEST".
  2. In the body of the email, include the following essential data:
    • Your order number;
    • Full name of the buyer;
    • The detailed reason for your request;
    • For defective or incorrect items, please attach clear photos or videos showing the problem.
  3. Our team will respond within 2 business days with all the necessary instructions for shipping the product.

4. Analysis and Refund/Exchange Options

After receiving the product, it will undergo an analysis for up to 5 (five) business days. Once compliance is confirmed, you will have the following options:

A. For Exchanges

  • Exchange for another product: If there is a price difference, a new payment or refund will be arranged.
  • Store Credit: Receive a credit in the amount of the product to be used on your next purchase.

B. For Returns (Refund)

  • Credit Card: The refund will be requested from the card administrator (may take 1 to 2 billing cycles).
  • Bank Transfer: The amount will be deposited into the holder's bank account within 7 business days.

Precisa de Mais Ajuda? / Need More Help?

Nossa equipe de suporte global está pronta para atendê-lo.

E-mail: support@elenzahome.com

Para outras dúvidas, visite nossa página de Contato.