Refund policy

PROCEDURES AND DEADLINES

Here at JOANNE we hope that you are satisfied with your purchase, but if the product you received did not fit or meet your expectations, don't worry, you have 7 days from the date of delivery to contact us via email at joanne@joanne.com.br and request the return or exchange of the product, informing us of the reason.

The email must include the buyer's name, CPF, order number, and the product you wish to exchange or return. In the subject line of the email, please indicate whether it is an exchange or return.

Joanne will accept free shipping for your first exchange or return (except for items on sale). You will receive an email with a shipping authorization with the Reverse Logistics Code. Use this code to go to the post office and post the product. Only goods that have been authorized by email and follow the instructions correctly will be accepted for shipping. If the address entered in the registration form was incorrect and the merchandise is returned to the store, shipping for the second shipment will be charged.

Important: after analyzing the product sent, if it does not meet the necessary criteria for exchange or return, the website will be exempt from accepting the return or making the exchange. The product will be sent back to the customer without prior consultation, accompanied by the reason for refusal and with shipping charges.

CRITERIA FOR EXCHANGE OR RETURN

After receiving the product, an evaluation will be made of the product so that this exchange or return can be authorized.

The product must be in perfect condition, in its original packaging with all accompanying accessories, labels and seals intact and without signs of use, stains, washing, odors or adjustments.

If the product received meets the requirements mentioned above, the customer may exchange it for any other product or be reimbursed for the amount of their purchase.

We advise customers to check upon receipt and before removing any labels and discarding the original packaging, whether the packaging is open or has been tampered with; whether the product is damaged or does not match the order.

In case of tampering, refuse to accept the order and inform us immediately about the incident via email: joanne@joanne.com.br

The refund method is at the customer's discretion, and may be in the form of a credit coupon (without validity) for a new purchase on the website or a refund to your credit card. The refund will be made within two invoices of the card used. In the case of exchange, we do not guarantee the availability of the chosen item in stock. Shipping costs will not be included in the credit coupon or refund.

Defective products will have a period of 7 days from the date of receipt to exchange or return them, and must follow the same contact and shipping instructions above. Only merchandise that has been authorized to be posted by email and that follows the instructions correctly will be accepted.

The store has a period of 30 days from the date of receipt of the merchandise to return the repaired product to the customer. If the product cannot be repaired or replaced due to lack of stock, the customer will be reimbursed the full amount or may exchange it for another product of the same value. If a manufacturing defect is detected, shipping will be covered by our store.

INTERNATIONAL SHIPPING

For orders with international shipping, all logistics costs — including shipping, import taxes, customs fees and any local charges — are the sole responsibility of the customer. JOANNE is not responsible for any amounts charged in the destination country.

We do not accept exchanges or returns of items purchased in the "sale" category or on promotion.

We hope you are satisfied with your purchase!

You are always welcome!

JOANNE Team