This policy is valid from January/2023

Here at GHAAT, we value your satisfaction. Therefore, we offer a 15-day period for exchanges and returns—from the date we receive your order. Our policy was created based on the Consumer Protection Code, with transparent processes, welcoming language, and respect for your needs.

By completing your purchase, you declare that you agree to the conditions described here.

IMPORTANT: If, upon receiving your order, you identify any of the items below, refuse receipt upon delivery:

• Broken packaging;

• Damaged product;

• Product different from the one requested.

GHAAT is not responsible for products accepted under these conditions.

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1. Conditions for making an exchange: 

You can request an exchange within 15 calendar days of receiving the item. The item must be in the same condition as when you received it, with no signs of wear or washing, and with the original tags and seals attached. Upon receipt, the item will be evaluated by our quality control team.

About the process:

Our service is personalized, and exchanges will be made based on the items available at the time of approval. Because we work with exclusive collections and limited runs, we do not reserve items until the returned item arrives.

If you don't find your desired item among the available items at the time of exchange, we'll issue a voucher for the value of the item purchased, which can be used in the future—ensuring you find your favorite. And our personal shoppers are always available to ensure you find the best fit.

First exchange with free shipping:

The first exchange is free of charge. If you wish to exchange the same order again, the customer will be responsible for the shipping costs. We remain available to assist you throughout the process.

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2. How to request your exchange

Contact us through one of the channels below, informing:

• Your full name;

• The order number;

• And the reason for the exchange.

Email: contato@ghaat.com.br

WhatsApp: (21) 99214-0604

Our team will respond with all the instructions, including the reverse postage code from the Post Office, when necessary.

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3. Return due to regret

At GHAAT, we prioritize your satisfaction. If you regret your purchase, you can also request a return within 15 calendar days of receiving your product.

The product must be in the same condition as when it was sent: no signs of use or washing, with original labels and seals attached .

How it works:

Send an email to contato@ghaat.com.br or a WhatsApp message to (21) 99214-0604 , providing your full name and order number. After receiving and approving the item, the full amount will be refunded using the same payment method. The refund will be issued within 15 business days , at no cost to you.

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4. Parts with manufacturing defects

If you notice any manufacturing defect, you can request a return within 30 calendar days of receipt.

How to request:

Send an email or WhatsApp message with:

• Your full name;

• The order number;

• And a brief description with photos or videos of the defect.

Our team will contact you to assist you in sending the item to our analysis department. We will carefully review the case and respond within 20 business days of receiving the product. If the defect is confirmed, you will be fully refunded or the item will be replaced with another of your choice. Both options will follow our exchange/return policy. 

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5. How to return your item: 

After the request, you will receive a posting authorization code via email or WhatsApp.

Items must be shipped in suitable packaging that protects them during transit. Items damaged during transit due to inadequate packaging may be refused exchange or return.

In accordance with the Consumer Protection Code, the shipping costs for the first return or exchange will be covered by GHAAT. 

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6. Analysis of parts outside the legal deadline:

Even after the aforementioned deadlines, if a part presents a defect unrelated to use, you can contact us for a technical analysis. Each situation will be carefully evaluated, taking into account the use history, time of purchase, and condition of the part.

Simply contact us through our customer service channels and explain your situation. We evaluate everything carefully and transparently, always prioritizing a good relationship with you.

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7. Contact Us

If you have any questions or want to start your exchange or return process, talk to us:

Email: contato@ghaat.com.br

WhatsApp: (21) 99214-0604

Our team will be happy to assist you!