Return policy

1. Eligibility for Returns

• Items must be in their original packaging, with all tags, labels, and accessories intact;
• Items must not show signs of use, wear, damage, or alteration;
• Custom, personalized, perishable, digital, or final‑sale items are non‑returnable unless defective or damaged upon arrival.

2. Return Process

1. Initiate Return: Contact customer support at cidadaoativo@outlook.com with your order number, item details, and reason for return. Include photos if the item is defective or damaged.
2. Approval: We will review your request and send a return authorization (RA) number and return shipping instructions within 3–5 business days. Returns without an RA number will not be processed.
3. Ship Return: Send the item to the address provided, with the RA number clearly marked. You are responsible for return shipping costs unless the return is due to our error (wrong item, defective product, shipping damage).
4. Inspection & Refund: Once received and inspected, we will process your refund within 7–10 business days. Refunds will be issued to the original payment method. Shipping and handling fees are non‑refundable unless the return is due to our error.

3. Exchanges

4. Non‑Returnable Items

• Digital products, downloads, and access codes;
• Custom, personalized, or made‑to‑order items;
• Perishable goods;
• Final‑sale or clearance items;
• Items returned after the 30‑day window;
• Used, damaged, or altered items (unless defective upon arrival).