Exchanges, Returns and Guarantees

Acceptance and Request for Exchange or Return

All exchange or return requests must be communicated to the movemento.com.br Customer Service Center for detailed instructions on the process. Contact us via email: contato@vellein.com.

Conditions for Returns and Exchanges

  • General Conditions: The product must be returned in the same condition in which it was delivered: unused, with seals/labels intact, in the original packaging, accompanied by all accessories and manuals.

  • Return Identification: Include the return protocol (label sent by email after initiating the request) and the sender's information in the package to facilitate identification.

  • Procedure: Note the order number, order date, buyer's name, and all details regarding the exchange or return. Contact us via email or phone (available through our customer service channels) to receive detailed instructions on how to proceed.

Shipping Costs

  • Customer Responsibility: Shipping costs for defective products will be reimbursed by the store. Shipping costs for products returned due to dissatisfaction are the customer's responsibility, except in specific situations described below.

  • Exceptions:

○ Defective products must be reported within 7 days of receipt and shipped via PAC (Brazilian postal service).

○ In cases where there is an error on our part in delivering the product, movemento.com.br will cover the shipping costs.

Specific Situations

  • Damage: Refuse delivery if the packaging is damaged or tampered with. If refusal is not possible, contact us within 48 hours.

  • Product Not in Accordance with Order: Refuse delivery if the product is different from your order. If accepted, contact us within 48 hours.

Policy of Regret

  • Deadline: You have up to 7 calendar days after receiving the product to request a return due to buyer's remorse.

  • Process: Send an email to contato@movemento.com.br informing us of your full name, order number, and information about your dissatisfaction. You will receive the "Merchandise Return Form due to Dissatisfaction," and after following all the instructions and the product arrives back to us, it will be forwarded to Quality Control and Returns Analysis. We will analyze your case within 30 days from the date we receive the returned products. The amount will be refunded using the same payment method you selected when purchasing from our online store. There will be no additional cost for you to receive the refund.

Refund of Amounts:

  • Purchases made via credit card : The refund will be sent to the consumer's card issuer within 7 business days of receiving the returned product(s). The refund to the consumer is the responsibility of the card issuer. If you have any questions, please contact your issuing bank directly.

    1. Purchases made via bank slip: The refund will be made by transfer or deposit of the amount to the buyer's bank account, within 7 business days from the receipt of all returned product(s).

    2. For purchases made via Pix, the refund will be processed as follows:

○ The amount will be transferred back to the bank account or Pix key used for the purchase, within 7 business days from the date of receipt of all returned product(s).

○ Please ensure you provide the correct bank account details or Pix key to guarantee proper refund processing. The account name must match the one registered on our website. We will not accept refunds to third-party accounts.

Product Returns Due to Defects or Flaws

  • Deadline: Up to 30 days from receipt for defective products.

  • Process: Send an email to contato@vellein.com informing your full name, order number, and information about the manufacturing defect (description with photos or videos). You will receive the "Defective Merchandise Return Form". After following all the instructions and the product arrives, it will be forwarded to Quality Control and Returns Analysis. We will analyze your case within 30 days from the date we receive the returned products. The amount will be refunded using the same payment method you selected when purchasing from our online store. There will be no additional cost for you to receive the refund.

Important Information

  • Failure to comply with the terms, deadlines and procedures of this policy will result in the return or exchange not being accepted.

  • Products that are not suitable for resale will not be accepted for return or exchange.

For more information, please contact our Customer Service Department.