Exchange, Return, and Cancellation Policy

To avoid unnecessary environmental impacts and additional costs associated with returning non-defective products, we are fully available to clarify all your doubts before purchase. Count on us to ensure you make the right choice, with confidence and responsibility.  

When buying online, if a product does not meet your expectations, you may return it within a maximum period of 14 days from the date of delivery of the order, without needing to provide a reason for the return. Purchases made in-store have a period of 30 days from the date of purchase or product delivery to make an exchange. During this period, keep the product box.

Christmas items are subject to specific conditions and, for this reason, are not eligible for return.

Items to be returned must be in perfect condition, in their respective packaging, and preserve all original characteristics, namely:

• No signs of use;
• Be in the original packaging;
• Keep all tags intact;
• No damage or deterioration.

If these conditions are not met, we will not be able to accept the return under the consumer's right of withdrawal.

IN STORE:

Only exchanges are accepted in-store, so you can visit any Gato Preto store presenting the purchase invoice. Check here our stores. Products delivered exclusively to the home, such as furniture, sofas, or mattresses, cannot be returned at our physical stores.

RETURN VIA COURIER

To request a return, exchange, or cancellation, you must select the option "Exchanges, Returns and Cancellations" available in the footer of the online store.

You will be redirected to your customer account, where you can view your orders and manage the request simply and independently.

• If the order has not yet been processed, just click the "Cancel Order" button;

• If the order has already been processed or delivered, you must click the "Return/Exchange" button and follow the indicated steps.

You can also access your customer account directly through this link.

Except in cases of damage during transport or manufacturing defects, the costs associated with the return are the customer's responsibility.

Our team will contact you to indicate the procedure to follow, including the return address, packaging instructions, and filling out the return form.

Always make sure that the product has not been used, is in perfect condition, in the original packaging, and meets all the return conditions described in this policy.

REFUNDS

After we receive your return and verify the condition of the item(s), we will refund the amount paid by you through the original payment method - except for technical impediments*.

The refund process may take up to 14 days from the date we receive the return, varying according to the payment method used and your bank. Note that for refunds requiring your IBAN, the 14 days count from the date of receipt of that information.

We will do our best to ensure the process is as fast and efficient as possible. If you have any questions about the return and refund process, do not hesitate to contact us.

Note:

- Shipping costs will not be refunded. If there is any exception, these will be refunded by bank transfer.

- In case of return of products that were a gift, the refund will be made in favor of the customer who placed the online order.