For total satisfaction with purchases made on our website, we have developed our Exchange and Return policy, based on the Consumer Defense Code.

Causes that may lead you to exchange or return:

• Product not in accordance with the order

• defective product

• Technical or Manufacturing Defect

• Withdrawal or regret

The considerations here are valid both for the totality of products listed and for a single product, if your order contains more than one product.

To avoid problems with your purchase, pay attention to:

• Before completing the purchase on the Site:

• Thorough verification of the exact description of the intended products, including dimensions, colors, models, among other characteristics, not based only on the images presented, which are merely illustrative;

• All pieces are handcrafted, so slight variations in dimensions, weights and colors are to be expected.

• It is worth remembering that the pieces were photographed with a white background and studio lighting. Therefore, there may be small differences in perception when the piece is placed in another environment or on a dark surface.

• Upon receipt of the product:

• Verification of the general condition of the product packaging, which must be in perfect condition and without signs of violation;

• Verification of the product(s) received, with special attention to possible damages and malfunctions, including transport.

In the event that any of the above hypotheses are found to have occurred, it is important that receipt of the product is immediately refused and that the Consumer contacts Cá d'Oro Glass within 72 (seventy-two) hours for information about the incident.

Cá d'Oro Glass has 30 (thirty) consecutive days, from the date of return of the product to our Distribution Center, to resolve the occurrence, provided that you communicate this to our Customer Service Center via email lojavirtual@cristaiscadoro. com.br or by calling (35) 3721-9987.

Cá d'Oro Glass reserves the right not to exchange or accept the return of the product, if the defect found was due to misuse by the consumer, according to the analysis carried out by the technical area.

Product not in line with order

If you receive a product different from the product purchased, you can choose to exchange it (the product will be sent as described in your invoice). If you detect upon delivery that the product is different from what you purchased, refuse delivery and contact our Customer Service Center.

If you detect a discrepancy upon receipt, you must contact our Customer Service Center and request an exchange. If no problem is verified upon receipt, you will have a period of 10 (ten) days to complain to us about any problem detected during this period.

Exchange of Faulty Product

If you receive the purchased product damaged, it will be replaced by another product equal to the one described in your invoice. In this case, you must inform our Call Center within a period of 07 (seven) calendar days from the date of delivery of the product. Other arrangements such as sending photos or videos can be requested.

Technical or Manufacturing Defect

If the product has a technical or manufacturing defect, you must contact our Call Center to report the problem and obtain clarification on the use of the product. The products offered by Cá d'Oro Glass through the website www.cristaiscadoro.com undergo a strict quality control.

All products that show non-compliance, technical or manufacturing defects are classified as second line or are rejected and are not offered through Cá dOro's Glass e-commerce.

It should be noted that the pieces produced by Cá d'Oro Glass are handmade, which means that small variations in weight, colors and measurements are expected and such variations are not considered defects.

Withdrawal or regret

If you receive the product and give up your purchase, you have the option to return the product and receive a refund of the purchase price, provided that within a period of 07 (seven) calendar days from the date of receipt of the order.

Important

In case of exchange:

• It is essential to present the invoice or tax coupon by the consumer;

• The product will be replaced by another of the same model and color, in perfect conditions of use, when a defect does not arise from misuse.

• All exchange of products will be conditioned to the availability of the desired new product in our stocks.

• Exchanges of products purchased in physical stores must only be carried out in one of our physical stores.

• Situations where the tax document was lost, you must contact the SAC so that a 2nd copy of the invoice is provided. If, for some reason, the SAC is unable to locate the document in our records, the exchange cannot be carried out.

• If the customer does not present the packaging or any component of the product to be exchanged, we will exchange only the damaged part, preserving the other components. Thus, the exchanged product is not incomplete, allowing the recomposition of the product.

• Cá d'Oro Glass may not exchange or accept the return of the product, if the problem found was due to misuse, according to an analysis carried out by the technical area or at the store.