Exchange and Return Policy

1. Deadline for returns due to purchase cancellation

You can request a return of your order within 7 (seven) calendar days of receipt, in accordance with the right of withdrawal provided for purchases made online.

For a return to be accepted, the following is required:

The product must be unused and in perfect condition.
The packaging must be sealed and undamaged;
The product must be within its expiration date.

After receiving and verifying the returned item, the refund or exchange will be processed according to the customer's choice.

2. Situations that allow for exchange or return

An exchange or return may be requested when:

Sending a product different from the one ordered;
The packaging was damaged at the time of delivery;
Product damaged during shipping;
defect or alteration in the product;
Product delivered with an incorrect expiration date.

In these cases, we ask that you contact us within 7 calendar days of receiving your order.

3. Application procedure

To request an exchange or return, you need to:

Please contact us through our customer service channels, providing your order number.
Please state the reason for the request;
Send photos of the product and packaging when requested.

After the analysis, we will provide instructions for returning or replacing the product.

4. Refund of amounts

After receiving and verifying the returned product, the refund may be processed in the following ways:

Refund processed through the credit card company;
refund via bank transfer or Pix;
Generating credit for a new purchase, if the customer prefers.

The refund processing time may vary depending on the card issuer or financial institution.

5. Food products

Because these are artisanal food products, it is not possible to exchange or return opened or consumed products, except in cases of proven defects, damage, or errors in shipping.

6. Contact

If you have any questions or requests, please contact us:

Email: balancenini@gmail.com
Brand: Nini Balance