Refund policy

Return, Refund and Exchange Policy – DE RENDA Lingerie Luxo

Updated on: August 12, 2025

This policy applies to all purchases made in Brazil and abroad. By requesting a return, exchange, or refund, you agree to the conditions below.

1. Request Period

You have up to 15 (fifteen) calendar days after receiving your order to request a return or exchange.

2. Acceptance Conditions

  • Product must be new, unused, odor-free, and unwashed.
  • Tags, security seals, and hygiene protectors (when applicable) must be intact.
  • In the original packaging (box or protective bag) with all accessories.
  • Purchase receipt/Invoice must be provided.
  • Prior authorization from our team is required.

3. Eligible Items

  • Bras, nightgowns, robes, and accessories without direct contact with intimate areas.
  • Items with manufacturing defects.
  • Orders shipped with errors (different color, size, or model than requested).

4. Non-Eligible Items

For hygiene and safety reasons, we do not accept returns or exchanges of:

  • Panties, bodysuits, and intimate apparel with direct contact with sensitive areas.
  • Sale/clearance products (when indicated on the product page).
  • Gift cards.

5. Return Costs

  • Defect or shipping error: Return shipping is paid by DE RENDA Lingerie Luxo (free return label provided).
  • Regret, size/model change, or other non-covered reasons: Shipping costs (to and from) are the customer’s responsibility.

6. Return Methods

  • Postal service/courier: We will send the return label and instructions by email when applicable.
  • In-store return: When available, with prior scheduling.

7. How to Request

  1. Send an email to comercial@derendalingerie.com including: order number, full name, ID document, and reason for return. Attach photos if there is any defect/damage.
  2. Wait up to 3 business days for our analysis.
  3. Once approved, follow the instructions provided and ship the product within the informed period.

8. Refund

  • After receiving and inspecting the product, we will process the refund within 10 business days, using the same payment method used for the purchase.
  • The time for the amount to appear in your account may vary depending on banks and card operators.

9. Damages and Issues

Please inspect your order upon receipt. If the item is defective, damaged, or different from what was ordered, contact us immediately for evaluation and guidance.

10. Legal Notes

  • We reserve the right to refuse returns that do not comply with this policy or show signs of use.
  • For international orders, we comply with the applicable reflection period/local laws, maintaining the minimum 15-day period stated in this policy.

Return, Refund and Exchange Policy Summary

We accept returns of defective and non-defective products within 15 days. Condition: new, unused product with intact tags/seals/hygiene protector and original packaging. Non-eligible: panties, bodysuits, intimate items, gift cards, and sale items (when indicated). Shipping cost: seller pays in case of defect or error; customer pays for regret/exchange. Methods: postal service (label by email) and/or in-store return with scheduling. Refund: within 10 business days after inspection.