Refund Policies :

Dissatisfaction with the product: Within 7 (seven) calendar days from receipt.
Defective product: Within 30 (thirty) calendar days from receipt.
Please remember that the first step for an exchange or return is to contact our Customer Service Center by emailing: comercial@sualoja.com
For the exchange/return process, the product must not show signs of use. The item must be sent directly to our PO Box. Once we receive the product and confirm it meets the return conditions, we will proceed with the refund or exchange within 5 (five) business days.

Our team will guide you through the entire product return process.

For product returns due to dissatisfaction:
Once we receive the package, we will analyze it to confirm that it meets the return conditions. After confirmation, our Customer Service Team will contact you, and you may choose between:

Exchanging it for any other product available in our stock.
Receiving a refund for the amount spent on the products. (We do not refund shipping costs if the delivered product is the correct model and in perfect condition.)
Warranty
All products purchased in our store come with a 30-day warranty, starting from the product receipt date.

To activate the warranty, the customer must send us a video of up to 1 minute showing the issue. This video must also display the product packaging (postal packaging with the label). Showing the packaging in the video is mandatory.

Alternatively, the defect can be proven by sending us clear photos that show the issue. The product packaging must also appear in these photos.

Note: LUXENIOVA does not offer technical support or have authorized repair centers. For further questions, contact our team, and we will provide all necessary support.

IMPORTANT :
Our warranty does not cover aesthetic damage occurring after the purchase, such as broken or cracked screens, among other similar issues.

The warranty also does not cover:

– Damage caused by fluids, such as dropping the product in water or submerging it (even for water-resistant products, certain limits must be respected for each product).
– Damage caused by attempted repairs or modifications by the customer or third parties.
– Improper use of accessories.
– Wear and tear, such as screen scratches from usage or oxidation due to excessive user perspiration.
– Acceptable reduction in battery lifespan.
– Product resistance tests, such as checking glass durability or water resistance.

Frequently Asked Questions :

Q : I requested an exchange. How long until I receive my product?

A : Once the product return is confirmed at our Distribution Center, we will analyze its condition. If everything complies with our policy, the new product will be shipped within 5 (five) business days.
For exchanges or returns due to dissatisfaction, size, or product mismatch, we will perform a quality check. If signs of use are detected, the item will be returned to the sender without prior notice.
For exchanges or returns due to product defects, a quality check will also be conducted. If signs of misuse are found, the item will be returned to the sender without prior notice.

Q : I requested a return. How long until I am refunded?

A : If the payment was made via bank slip, the refund may be issued as a store credit in your online account for future purchases. If store credit is not desired, the refund will be processed through a virtual account with PagSeguro or Mercado Pago. (A free account can be created to receive the refund.)

If the payment was made via credit card, the refund can either be issued as a store credit in your online account or as a chargeback on your credit card.
Please note that credit card companies may take 30 to 60 days for the chargeback to appear on your statement.

For further questions, we are available through our Customer Service Channels.

Sincerely,
The LUXENIOVA Team