Exchange Policy
Learn about exchange conditions and support channels for your request.
This policy explains voluntary exchange conditions and procedures for withdrawal, defective products and returns for purchases covered by Brazilian law.
Conditions for a voluntary exchange
If you wish to exchange a non-defective product for another item, you may request a voluntary exchange within 7 days of receiving the order. The product must be in perfect condition, without signs of use, with intact seals and in its original packaging. These conditions apply only to voluntary exchanges and do not limit the statutory right of withdrawal or warranty rights for defects.
For voluntary exchanges, the customer is responsible for shipping costs for both the returned product and the replacement; these costs will be disclosed before confirmation. The exchange depends on availability of the requested item; any price difference will be disclosed and agreed in advance. This rule does not apply to statutory withdrawal, defects covered by warranty or shipping errors by the store.
How to request an exchange
Email peptbiocollection@gmail.com with your full name, order number, reason for the exchange and the item you would like. Support will provide instructions and the applicable conditions.
How to request a return after changing your mind
If you are dissatisfied with the product or have changed your mind, you may request a return within 7 days of receiving your order at your address, for online purchases covered by the right of withdrawal under Brazilian law.
Email peptbiocollection@gmail.com with your full name and order number. You may also submit your request through the customer service channel available on the website.
When you exercise the right of withdrawal, all amounts paid will be refunded, including the original shipping charge, at no additional cost. The refund will be arranged immediately in accordance with applicable law. If a financial institution or payment intermediary is involved, the cancellation or refund request will be communicated immediately; the time until the credit appears depends on the payment method and processing by the responsible provider, without replacing the legal obligation to refund.
The refund will use the original payment method whenever technically possible. If another method is needed, it will be agreed with you at no additional charge.
Whenever possible, preserve the original packaging, seals and accessories. Opening the packaging or breaking the seal will not automatically result in rejection of the request; any questions concerning integrity, use and storage will be assessed individually, respecting statutory rights.
How to request a return for defective products
For apparent or readily detectable defects, the statutory period for making a complaint is 30 days for non-durable products and 90 days for durable products, from delivery. For hidden defects, the period begins when the defect becomes evident. These periods are distinct from the period allowed to remedy the defect.
Email peptbiocollection@gmail.com with your full name, order number and a description of the defect. Photos or videos, when available, may assist assessment without replacing or limiting your statutory rights.
The resolution will follow the Brazilian Consumer Protection Code. Where applicable, the supplier has up to 30 days to remedy the defect. If it is not remedied within that period, the consumer may choose replacement, an immediate refund of the amount paid with monetary adjustment, or a proportionate price reduction. Where the law provides for an immediate remedy, these options may be requested without waiting for that period.
If you received an item different from your order or damaged in transit, notify support. The store will be responsible for the resolution and necessary return or reshipping costs. Do not use products whose integrity is compromised.
How to return products
PeptBio Collection will cover the necessary costs of returns under the right of withdrawal or for defects covered by the statutory warranty, at no cost to the consumer.
After your request, support will provide return instructions appropriate to the product and origin address. If Correios reverse logistics is available and suitable for the product, a posting authorization code will be emailed to you. If that procedure is unavailable or unsuitable, support will arrange an alternative at no cost to the consumer. Do not send the product before receiving instructions.
Use the original packaging if it is in suitable condition, or packaging that protects the product during transport. If special packaging is needed for a statutory return, support will provide instructions without passing necessary costs to the consumer. Applicable storage and transport conditions will be provided for the specific product.
Product return address: ask support for the address and return instructions.
Contact us
If you have questions about our refund and return policy, contact PeptBio Collection at peptbiocollection@gmail.com.