Refund Policies

EXCHANGE, RETURN, AND REFUND POLICY

Last updated: August 1, 2026

Gremay wants you to have a safe and satisfying shopping experience.

This Exchange, Return, and Refund Policy sets out the conditions applicable to purchases made in our online store, in accordance with the Consumer Protection Code and other applicable Brazilian regulations.

1. DEADLINES FOR EXCHANGES, RETURNS, AND REFUNDS

1.1. Right of withdrawal

For purchases made online, the customer may withdraw from the purchase within 7 calendar days from the date of receipt of the product.

In this case, the customer may request the return of the product and a full refund of the amounts paid, including the original shipping cost, as provided for in the Consumer Protection Code.

1.2. Exchange for size, color or model

Gremay offers a period of up to 30 calendar days after receipt to request a voluntary exchange of the product for another size, color, or model.

The exchange will be subject to stock availability and compliance with the conditions set forth in this Policy.

This exchange option does not mean that all orders can be refunded for 30 days. After the legal period of 7 days for the right of withdrawal, exchanges due to personal preference will follow the commercial conditions established by Gremay.

1.3. Defective products

For clothing, footwear, and accessory products that show an apparent defect or one that is easily detectable, the customer may submit their complaint within the applicable legal period, counted from the delivery of the product.

After receiving the complaint, Gremay will have a legal period of up to 30 days to resolve the problem.

If the defect is not resolved within this period, the customer may choose between:

  • The replacement of the product with another of the same kind, in perfect condition;

  • The refund of the amount paid;

  • A proportional reduction in price.

In cases of hidden defects, the complaint period will begin to run from the moment the problem is identified.

2. PRODUCT CONDITIONS FOR EXCHANGE OR RETURN

For the exchange or return to be accepted, the product must:

  • Show no signs of use;

  • Not have been washed;

  • Show no odors, stains, pet hair, or alterations;

  • Not have been adjusted, cut, sewn, or modified;

  • Have all original tags and seals;

  • Be accompanied by any accessories sent with it;

  • Be returned, preferably, in its original packaging;

  • Be accompanied by the order number or proof of purchase.

The original packaging should not be used directly as shipping packaging. The product must be adequately protected to avoid damage during shipping.

Gremay will analyze the received product before approving the exchange or refund.

3. PRODUCTS THAT CANNOT BE VOLUNTARILY EXCHANGED

For reasons of hygiene, safety, or personalization, voluntary exchanges of the following products will not be accepted, except in case of defect or when the legal right of withdrawal applies:

  • Undergarments that have been tried on without hygienic protection or whose seal has been removed;

  • Bodysuits, lingerie, and similar items with signs of use;

  • Earrings and personal accessories, when there is a sanitary risk;

  • Personalized or adjusted products as per customer request;

  • Gift cards that have already been used;

  • Products damaged by improper use, incorrect washing, or natural wear and tear.

These restrictions do not affect the consumer's legal rights in cases of defect, incorrect shipment, or non-compliance with the offer.

4. HOW TO REQUEST AN EXCHANGE OR RETURN

Before sending any product, please contact our customer service:

Email: contactogremay@gmail.com

In your request, please provide:

  • Full name;

  • Order number;

  • Product you wish to exchange or return;

  • Reason for the request;

  • Desired size, color, or model, in case of exchange;

  • Photographs of the product and packaging, especially in case of defect, damage, or incorrect shipment.

After the initial analysis, our team will send instructions for posting and the correct return address.

Do not send the product without prior authorization.

Products sent without identification, without a registered request, or to an address different from the one provided by Gremay may not be processed correctly.

5. EXCHANGE FOR SIZE, COLOR OR MODEL

The exchange will be subject to the availability of the desired product in stock.

If the chosen product is not available, the customer may opt for:

  • Choosing another available product;

  • Receiving store credit to use;

  • Requesting a refund, when applicable.

If the new product has a higher value, the customer must pay the difference.

If it has a lower value, the difference may be provided as store credit or refunded, depending on the situation and the payment method used.

For voluntary exchanges due to size, color, or model preference made after the 7-day right of withdrawal period, the shipping cost may be the responsibility of the customer.

Shipping conditions will be informed before the exchange confirmation.

6. DEFECTIVE PRODUCT

If the product has a manufacturing defect, please contact us as soon as you identify the problem.

Send photographs or videos that clearly show the defect, along with the order number.

After analysis, we may offer one of the following solutions, in accordance with applicable law:

  • Product repair, when possible;

  • Replacement with the same product;

  • Exchange for another product;

  • Store credit;

  • Refund of the amount paid;

  • Proportional price reduction.

The warranty does not cover damages caused by:

  • Improper use;

  • Washing or drying contrary to label instructions;

  • Use of unsuitable chemicals;

  • Modifications, adjustments, or repairs made by third parties;

  • Accidents;

  • Natural wear and tear from use.

Gremay cannot deny the consumer's legal rights due to defects not resulting from misuse.

7. PRODUCT DAMAGED DURING TRANSPORT

Upon receipt of the order, we recommend immediately checking:

  • The condition of the packaging;

  • The quantity of items;

  • The product received;

  • Any signs of tampering, damage, or harm.

If you identify any problem, please contact us by email contactogremay@gmail.com, preferably within 48 hours of receipt.

Send photographs of the outer packaging, the shipping label, and the damaged product.

This communication period facilitates analysis with the carrier but does not eliminate the consumer's legal rights.

8. INCORRECT PRODUCT OR ORDER

If you receive a product different from the one purchased, an incorrect size, or a quantity different from what was requested, please contact us by email:

contactogremay@gmail.com

Provide the order number and send photographs of the product received and the package label.

After confirming the error, Gremay will provide instructions for a cost-free return to the customer and will send the correct product, subject to stock availability.

If the correct item is not available, the customer may choose another product, receive store credit, or request a full refund.

9. ANALYSIS OF THE RETURNED PRODUCT

After receiving the product, we will analyze its condition to confirm compliance with this Policy.

The customer will be informed by email about:

  • Receipt of the return;

  • Approval of the exchange or refund;

  • Need for additional information;

  • An eventual refusal, accompanied by justification.

In cases where the product shows signs of use, washing, damage caused by the customer, absence of tags, or non-compliance with the conditions applicable to voluntary exchange, the request may be refused.

This analysis will not limit the rights legally provided for cases of repentance, defect, transport damage, or incorrect shipment.

10. REFUNDS

After approval of the return, the refund will be requested through the same payment method used for the purchase, whenever technically possible.

The time for the amount to appear in the account or on the statement will depend on the payment method, the financial institution, and the statement closing date.

10.1. Purchases made by card

The chargeback will be requested from the card operator.

The amount may appear on the current statement or subsequent statements, according to the card administrator's procedures and deadlines.

For installment purchases, the presentation of the chargeback will depend on the operator.

10.2. Purchases made by Pix

The refund will be made to a bank account held by the person responsible for the purchase or through the procedure made available by the payment provider.

We may request the necessary data to confirm account ownership.

10.3. Purchases made by bank slip (boleto)

The refund may be made by transfer or Pix to an account held by the person responsible for the purchase.

The customer must correctly provide the requested data.

10.4. Store Credit

When agreed with the customer, the amount may be made available as credit or a voucher for use in a future purchase.

The choice for store credit will be optional and will not replace the right to a refund when legally due.

11. DELAYED OR UNRECEIVED REFUND

If the refund has already been approved but has not yet been received:

  1. Check your bank account or card statement again;

  2. Contact the bank or card operator;

  3. Consider the processing time informed by the financial institution;

  4. Confirm that the banking details provided are correct.

If you have performed these checks and the amount is still unavailable, please contact us:

contactogremay@gmail.com

Provide the order number and details related to the refund request.

12. PROMOTIONAL PRODUCTS

Products purchased on promotion, clearance, or with a discount coupon have the same legal rights applicable to other products.

In cases of voluntary exchange for size, color, or model, the value considered will be the amount effectively paid by the customer at the time of purchase.

If the product desired for exchange has a higher value, the difference will need to be paid.

If it has a lower value, the difference will be handled according to the options available and informed to the customer.

13. RETURN SHIPPING

The shipping costs will depend on the reason for the return.

Gremay will be responsible for the return cost in the following cases:

  • Exercise of the right of withdrawal within the legal period;

  • Confirmed manufacturing defect product;

  • Product damaged during transport;

  • Product, size, color, or quantity sent incorrectly;

  • Other cases where the cost is legally the responsibility of the Store.

For voluntary exchanges made after the right of withdrawal period, due to preference for size, color, or model, the shipping cost may be the responsibility of the customer.

Do not send products on your own before receiving our instructions.

When Gremay is responsible for postage, we will send an authorization, label, postage code, or equivalent procedure, according to the carrier used.

14. GIFT RETURNS

When a product has been purchased by another person as a gift, the request must be identified with the order number or proof of purchase.

Refunds will typically be issued to the payment method used by the original purchaser.

When possible and by agreement, the gift recipient may be offered the option of exchange or store credit, respecting the value actually paid for the product.

15. REFUSAL OF DELIVERY

We recommend that the customer refuse receipt if they identify:

  • Open or tampered packaging;

  • Visibly damaged product;

  • Order different from what was placed;

  • Missing items;

  • Obvious signs of damage during transport.

After refusal, contact us immediately by email contactogremay@gmail.com, informing the order number and the reason.

16. ORDERS UNDELIVERED DUE TO INCORRECT DATA

It is the customer's responsibility to correctly provide the delivery address.

If the order returns to Gremay due to an incorrect, incomplete address, prolonged absence, unjustified refusal, or another situation attributed to the customer, a new shipment may require payment of another shipping fee.

Before completing the purchase, carefully review:

  • Recipient's name;

  • Street and number;

  • Complementary information;

  • Neighborhood;

  • City and state;

  • ZIP code;

  • Phone number.

If you notice an error after completing the purchase, contact us as soon as possible. We cannot guarantee address changes after the order has already been shipped.

17. ORDER CANCELLATION

Cancellation may be requested before the order is shipped by email:

contactogremay@gmail.com

If the order has already been shipped, the customer may refuse delivery or request a return after receipt, following the conditions of this Policy.

A cancellation request does not guarantee that shipping will be interrupted if the order is already being processed or is in possession of the carrier.

18. PROCESSING TIME

After receiving the returned product, Gremay will perform the analysis and proceed with the exchange or refund procedure.

The timeframe will depend on the product's condition, the information provided, the payment method, and the availability of the item chosen for exchange.

We will keep the customer informed via the email used for the purchase or another channel provided during service.

19. CHANGES TO THIS POLICY

This Policy may be updated to reflect changes in our procedures, services, suppliers, or applicable legislation.

The most recent version will always be available in our Store, along with the date of the last update.

The conditions applicable to each order will be those in force at the time of purchase, without prejudice to the rights guaranteed by law.

20. CONTACT US

To request an exchange, return, or refund, or for questions, please contact us:

Gremay
Email: contactogremay@gmail.com
Website: https://gremay.com
Hours of operation: Monday to Friday, excluding holidays, from 9 AM to 6 PM, Brasília time.

The complete return address will be provided directly to the customer after the request is opened and approved.

Do not send products without first contacting our customer service.