Exchange and Return Policy
Hello! Here are some tips if you need to exchange/return one of our products.
Here are the cases in which you may need to make an exchange or return:
Return policy
If you're not satisfied with a product you received, it doesn't fit, or you regret your purchase, you can request a refund within 7 (seven) calendar days. To do so, the order must be in its original packaging, show no signs of use, and include all items and accessories. To request an exchange, simply send a WhatsApp message to https://wa.me/5511974504576, providing your order number and attaching images of the product that demonstrate it has not been used.
NOTE : (In cases of return, gifts must be sent together with the pieces if the value changes to guarantee them and in cases of free shipping, the value will be discounted for orders whose total is below that required to obtain the right).
Exchange Policy
If you received a product different from the one purchased on our website or without any accessory, please contact us via our WhatsApp https://wa.me/5511974504576 . This request must be made within a maximum period of 7 (seven) calendar days after receiving the product.
NOTE: (In case of return, gifts must be returned together with the pieces if the value changes to guarantee the same and in cases of orders with free shipping, the shipping cost will be discounted for orders whose values are below the amount required to obtain the right).
To confirm the error, please send photos of the product received, as well as the order number. We will review the photos and, if the error is confirmed, we will initiate the exchange process at no additional cost to the customer. If there is a size error, it is important to also photograph the label.
Defect in the product received
If you identify any type of manufacturing defect, you will have 30 (thirty) calendar days after delivery to request an exchange or return.
To verify the defect, please send photos of the product and provide the order number. We will review the photos and, if the error is confirmed, we will initiate the exchange process at no additional cost to the customer.
Attention: If the defect was caused by problems during use or misuse, the buyer is solely responsible for repairs. If the product does not have a manufacturing defect, it will be returned in the same condition as received.
Exchange and Return Conditions
For the exchange or return to be carried out, the product must meet the following requirements: it must not have signs of use, stains, dirt, sweat or deterioration of the piece; preserve the internal packaging and original labels applied to the piece;
Respect the following deadlines : 30 (thirty) calendar days in case of defects or 7 (seven) calendar days in cases of error in the order or purchase regret, counted from the date of receipt of the merchandise.
To exchange a product, please contact us via WhatsApp https://wa.me/5511974504576, attaching the necessary evidence and we will get back to you with exchange instructions within 5 (five) business days.
Forms of Refund of Values
Check out the options available for refunds below:
Discount coupon
You can opt for the discount coupon in any situation regarding exchanges due to dissatisfaction.
The coupon is valid for 90 (ninety) days and can only be used by the account holder in the online store, using a username and password. It cannot be sold to third parties or converted into cash. To use the coupon, simply make a new purchase and enter it at checkout.
Partial or full refund - payment by credit card
After receiving the product at our Distribution Center and approving the return upon analysis of the items, MOOSE KIDS sends the refund request to the credit card administrator within 7 (seven) business days; the administrator in turn has the deadline to process the request in accordance with the policy of each credit card administrator.
Exclusive to credit card payments, the procedure for partial or full refund of the amount paid for your order will follow the rules of the card administrator, and may take one to two months for the amount to be returned, depending on the due date of your invoice.
Partial or full refund - payment by Pix and transfer:
After receiving the product at our Distribution Center and approving the return after analyzing the items, MOOSE KIDS will refund the amount within 30 (thirty) days to the payment intermediary's account and you can request a withdrawal.
Partial or full refund - payment by bank slip
After receiving the product at our Distribution Center and approving the return after analyzing the items, MOOSE KIDS will refund the amount within 30 (thirty) days to the payment intermediary's account and you can request a withdrawal.
NOTE: We cannot refund or exchange gifts if they are damaged during shipping. We also cannot allow you to choose the color, size, or quantity before or after purchase. Gifts are valid for orders at the current promotional price while supplies last.
For promotion cases where the order has BUY 3 AND PAY 2, the return of one of the promotional items will be excluded and the right to the free item will be lost as it will be interpreted as a *GIFT*.
Orders with Cashback → The values for exchange or return are subject to the discount applied at the time of purchase (rule of 3 for percentage).