RETURNS
The return request due to buyer's remorse can be made here . The deadline for returning and reversing the item is up to seven consecutive days from the date of receipt of the product, as provided by law - article 49 of the Consumer Protection Code (CDC). For the return to be approved, the product must be in the same condition as received, meeting the following requirements:
1. Products must have their original packaging. The shoe bag is considered part of the product.
2. The product must be shipped in sealed packaging that protects it during transport.
3. The product must not show any signs of damage, use, washing, or modification (size adjustments or scratches on the sole). If it is verified that it does not meet these conditions, the return will not be approved. The product will be reshipped to the customer with freight collect.
4. If the product meets the conditions, ÉXI will proceed with the refund, which will take place within 30 days.
If the customer requested a return through their website login, and the product is shipped outside the seven-day period – from the date of receipt – the refund will be cancelled and converted into store credit. The customer will receive a voucher via email, with the value of the return. The credit voucher is valid for six months.
Regarding REFUNDS, please check the section at the bottom of this page.
REPLACEMENT
To request a product exchange, the customer must contact us via WhatsApp or email (contato@exishoes.com). The product must be shipped within thirty days of the date of receipt. Requests made outside this timeframe will not be accepted.
The first exchange will be free of charge to the customer. ÉXI will cover the return shipping and reshipment to the customer, using the same shipping method chosen in the original purchase – the customer may request a change of method and pay the difference. For the exchange to be accepted, the product must be in the same condition as received, meeting the following requirements:
1. Products must have their original packaging. The shoe bag is considered part of the product.
2. The product must be shipped in sealed packaging that protects it during transport.
3. The product must not show any signs of damage, use, washing, or modification (size adjustments or scratches on the sole). If it is verified that it does not meet these conditions, the exchange request will not be approved. The product will be returned to the customer with freight collect. If the product meets the conditions, ÉXI will proceed with the exchange for the desired product.
If a second exchange is necessary, the shipping cost will be the customer's responsibility, and the only option will be to exchange the product for another product or a store credit.
The voucher is valid for six months from the date of purchase.
EXCHANGE DUE TO DEFECT
Exchanges for defective products purchased from the online store can be made up to 90 days from the date of receipt, with immediate notification via email at contato@exishoes.com or via
WhatsApp .
Upon receiving the product at our headquarters, we will analyze the type of defect. If it is a repairable defect, the product will be sent to our factory and reshipped to the customer within 10 business days.
If the defect cannot be repaired, we can send the customer another identical product, depending on availability. If an identical product is not in stock, the customer will have the option of choosing another product or receiving a credit voucher.
If you have any questions or difficulties regarding exchanges and returns, please contact us at contato@exishoes.com or
via WhatsApp .
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REIMBURSEMENT
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We will notify you as soon as we receive and inspect your return. After the analysis, the customer will be notified and must indicate their preferred option: product exchange, refund, or store credit.
If our team determines that the returned product does not meet the above criteria, shows signs of use or damage, or if the return period has expired, the website is not obligated to accept the return or make an exchange. The customer will be notified and the product will be sent back.
If approved, you will be automatically refunded to your original payment method within 30 days. Please remember that it may take some time for your bank or credit card company to process and post the refund.
If a second exchange is necessary, the shipping cost will be the customer's responsibility, and the only option will be to exchange the product for another product or a store credit.
The voucher is valid for six months from the date of purchase.
