RETURNS
Our return policy lasts 7 days. If 7 days have gone by since your delivered purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, the product must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable items such as food, flowers, newspapers or magazines cannot be returned. We also do not accept returns of intimate or sanitary products, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
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Gift cards
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Downloadable software products
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Some personal care and health items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Partial refunds may be granted in certain situations (when applicable):
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Books with obvious signs of use
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CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records that have been opened
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Any item not in its original condition, damaged or missing parts for reasons not due to our error
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Any item returned more than 30 days after delivery
EXCHANGES (when applicable)
Our exchange policy is designed to give customers full confidence in the products purchased from our store. Free products are not eligible for exchange under any circumstances. All our products are covered against manufacturing defects. We also offer exchanges for products that arrive different from what was ordered. If you receive a defective or incorrect product, follow the steps below to request an exchange:
Contact our team at contato@patago.com.br, including clear photos or videos of the defective or incorrect item, within 3 days of receiving your order.
Attention: We do not process exchanges or refunds after this deadline.
Your request will be reviewed within 2 business days, and if the issue is confirmed, we will contact you via email and offer one of the following options:
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A full refund
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A replacement of the exact item you ordered
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A similar item of equal value
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A store credit coupon in the value of the product for future purchases
We do not exchange products due to incorrect size choice by the customer.
All product measurements are clearly provided in centimeters to ensure the correct size is selected. According to the Brazilian Consumer Protection Code – Article 18, there is no legal obligation for merchants to accept exchanges due to buyer's regret regarding color, size, model, or any other similar reason. The legal right guaranteed is to exchange only in case of defective products.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift at the time of purchase, or if the gift giver had the order shipped to themselves to give it to you later, we will send a refund to the gift giver and they will be notified of your return.
REFUNDS (when applicable)
Once your returned item is received and inspected, we will send you an email to notify you that we have received it. We will also inform you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.
LATE OR MISSING REFUNDS (when applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company — it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at contato@cortae.uk
SALE ITEMS (when applicable)
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
SHIPPING
We will be responsible for paying the shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over R$300.00, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.