Exchange and Return Policy
If the products from Monte Leste do not meet your expectations or were not as requested, you have up to 7 calendar days from the date of delivery to return your purchase. Please note that the first exchange is free of charge.
All returned merchandise must be in the exact condition it was delivered in, including all accessories, manuals, and any other items that came with the product. The packaging must also be preserved as originally received. Complimentary gifts or courtesy items are not eligible for exchange.
Defective Products
If your product is delivered with a factory defect, you may contact us to request an exchange or return. In this case, you have up to 7 calendar days from the date of delivery to make the request.
Please note that Monte Leste will not process exchanges in the following situations:
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Wear due to use or washing
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Signs of product usage
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Accidental or intentional damage
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Improper washing of the product
Regret or Cancellation
If you receive the product and decide to cancel your purchase, you are entitled to request a return and refund in accordance with Article 49 of the Brazilian Consumer Defense Code. As per the law, you have up to 7 calendar days from the delivery date to return the product.
The item must be returned in excellent condition, in its original packaging, without any signs of use, and accompanied by the invoice, manual, and all other included items.
When to Refuse the Product
All Monte Leste products are shipped according to manufacturing standards and proper transportation guidelines. If any of the following occurs, refuse the product at the time of delivery and contact us immediately:
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Missing items in the package
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Tampered or lost product
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Damaged or dented box
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Product not matching your order
How to Return
To request an exchange, please contact our customer service channels, preferably via WhatsApp.
At Monte Leste, your return can be processed either via courier or postal service (Correios). Once the shipping method is defined, we will send you an email with all the details and steps for the return process.
The exchange or refund will only be processed after the returned product arrives at our facility. Once we complete the product inspection, we will notify you via email with the status update and next steps, including either the exchange or the refund process.
Refunds
Once the returned product arrives and the return process is approved, the refund will be issued accordingly:
Bank Slip / PIX:
For purchases made via bank slip or PIX, the refund will be made through a bank deposit within 10 business days into the buyer’s account. The CPF (individual tax ID) must match the one used in the order. Please send us your banking information via WhatsApp for the transfer.
Credit Card:
For credit card payments, the refund will be processed automatically. Depending on your credit card billing cycle, the amount may appear within up to two billing statements.