Exchange and Refund

Last updated: April 6, 2025

1. General Conditions for Exchange and Return

We are committed to your satisfaction. If you receive a defective product, one that does not match your order, or simply wish to return it, please follow the instructions below. Requests for exchange or return must comply with the conditions set forth in the Consumer Protection Code .

You can request:

  • Exchange for size or model (same value) ;

  • Exchange due to manufacturing defect ;

  • Return due to purchase regret (7 calendar days after receipt of the order, as per Art. 49 of the CDC);

  • Full or partial refund , as applicable.

2. Deadline for Application

Withdrawal due to regret : up to 7 (seven) calendar days after receipt.
Apparent defect or flaw : up to 30 (thirty) calendar days after receipt.
Exchange for size or model : up to 7 (seven) calendar days after receipt.

3. Conditions for Acceptance of Exchange or Return

For the exchange or return to be accepted, the product must be:

  • In perfect condition for use;

  • No signs of use, washing or odor;

  • With all labels attached and original seals (if applicable);

  • Accompanied by invoice or proof of purchase.

We reserve the right to refuse a return or exchange if the above conditions are not met.

4. Application Process

To start an exchange or return process, contact our customer service by email contato@balneah.com.br with the following information:

  • Full name;

  • Order number;

  • Product to be returned or exchanged;

  • Reason for request;

  • Photos of the product (in case of defect).

We will respond within 2 business days with instructions for shipping the item or collection, where applicable.

5. Shipping Costs

  • Withdrawal or defect : return and reshipment shipping costs will be covered by us.

  • Withdrawal or defect : return and reshipment shipping costs will be covered by us.

  • Exchange due to personal preference (size, color, etc.) / Promotional items : the shipping costs for the product to be exchanged will be the customer's responsibility. The shipping of the new item will be paid for by Balneah in the case of a first exchange.

6. Refunds

After receiving and analyzing the returned product, the refund will be processed within 10 (ten) business days , according to the payment method:

  • Credit card : refund made to the invoice, in accordance with the rules of the card administrator.

  • PIX or bank transfer : refund directly to the account of the purchase holder.

7. Products on Sale

Products purchased on sale or on sale may only be exchanged for the same item (in another size, if available) or for another item of equivalent value to that paid. Refunds will be made considering the amount actually paid.

8. Customized or Made-to-Order Products

We do not exchange or return personalized or custom-made products, except in cases of manufacturing defects or shipping errors.

9. Questions or Contact

If you have any questions or would like to request an exchange or return, please contact us:

Email: contato@balneah.com.br
Phone/WhatsApp: +55 (21) 98402-9948


Opening hours: Monday to Friday, from 9am to 5pm (except holidays)

10. Changes to this Policy

We may update this Exchange and Refund Policy from time to time to reflect changes in our internal procedures, legal or regulatory requirements. We will post the updated version on the Site and inform you of the new effective date.