Exchange, Return, and Warranty Policy

Exchange and Returns Policy

Your satisfaction is our priority. Ítalo Joias sells watches, Arabian perfumes, imported perfumes, 18K gold jewelry, 925 silver, and original semi-jewelry. This policy follows the Consumer Protection Code.

1. Customer Service

WhatsApp: (22) 99911-0612
Email: suporte@italojoias.com.br
Contact Us

2. Product with defect, damage, or discrepancy

Upon receiving your order, immediately check the packaging and the product.

  • Refuse delivery if the packaging is violated or shows signs of damage.
  • If you identify a defect, damage, or discrepancy after receipt, notify Ítalo Joias as soon as possible.
  • Requests may require photos, videos, and shipment of the product for technical analysis.

Technical Analysis

Every warranty request will be analyzed by the Ítalo Joias team and, when necessary, by the manufacturer or supplier.

3. Conditions for exchange

  • Exchanges depend on stock availability.
  • If the same product is unavailable, a shopping voucher may be issued or a refund provided according to legislation.
  • Promotional products will be based on the effectively paid value.
  • The legal term for completing the analysis and resolution may be up to 30 days, where applicable.

4. Right of withdrawal

For purchases made online, the customer may withdraw from the purchase within 7 calendar days after receipt.

For return approval:

  • Product showing no signs of use.
  • Invoice.
  • Original packaging.
  • Tags, certificates, accessories, and gifts (if any).

Arabian and Imported Perfumes

  • Must be returned unused.
  • Products with activated bottles, used content, or signs of use may have their return refused, subject to current legislation.
  • Products sent incorrectly, with leakage, or manufacturing defects will be serviced normally.

Watches

  • Must be returned complete.
  • Must not show scratches, impacts, or signs of use.

18K Gold Jewelry

  • Must be unused.
  • Engraved, personalized, or adjusted pieces by third parties cannot be returned due to regret, unless legally provided.

925 Silver

  • No signs of use.
  • Natural oxidation does not constitute a defect.

Semi-jewelry

  • Must be returned unused.
  • Pieces damaged by perfumes, creams, excessive sweat, beach, pool, or chemical products will not be accepted as defective.

5. Warranties

Watches

Warranty according to manufacturer and legislation.

18K Gold

Warranty regarding the authenticity of 18K gold and against manufacturing defects. Does not cover natural wear, impacts, dents, breakages, alterations by third parties, or loss of stones due to impact.

925 Silver

Warranty against manufacturing defects. Natural oxidation is not a defect.

Semi-jewelry

6-month warranty exclusively for tarnishing or peeling of the plating due to manufacturing defect.

Perfumes

Warranty for manufacturing defects, leaks, or order discrepancy. Does not cover fragrance preference, fixation performance, or used product.

6. Warranty exclusions

  • Misuse.
  • Falls and impacts.
  • Contact with chemical products.
  • Natural wear.
  • Repairs by third parties.
  • Alterations, engravings, or customizations.
  • Damage due to improper storage.

7. Refunds

PIX

  • Same account holder whenever possible.
  • Up to 5 business days after approval.

Card

  • Requested to the administrator.
  • Credit according to the operator's deadline.

8. Final considerations

Products sent outside the legal deadline, without an invoice, with signs of use, damage caused by the consumer, or without original packaging may have their request refused, according to analysis and applicable legislation.

Ítalo Joias operates with transparency, respect for the consumer, and compliance with the Consumer Protection Code.