By Firenzzi is committed to ensuring the complete satisfaction of our customers. We understand that in some situations, an exchange or refund may be necessary. Our policy is designed to ensure a clear and efficient process in such cases.
Request Period
You have the right to request an exchange or a refund within 7 (seven) calendar days from the date you receive your product. To begin the process, please contact us at info@byfirenzzi.com and include the details of your request.
Refund Process
In the case of a refund, By Firenzzi will return the paid amount using the same payment method used for the purchase. The refund timeline may vary depending on the credit card provider or payment method used.
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Credit card purchases: Refunds may take up to two billing cycles, depending on your card issuer.
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Boleto (bank slip) purchases: Refunds will be made via bank transfer within 10 business days, to the buyer’s registered account.
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PIX payments: Refunds will be processed directly to the original PIX key used at the time of purchase, within 10 business days. If the original PIX key is no longer valid, we will contact you to provide a new one.
Conditions for Exchange/Return
The product must be returned in its original packaging, unused, and with all accessories and manuals included. Returns that do not meet these conditions will be declined.
Refund Processing Time
Refunds will be processed after the returned product is received and evaluated by our Distribution Center. If the item meets the required conditions, the refund will be issued using the original payment method.
Exchange of Defective Products
If your product is defective, you have up to 7 calendar days after receiving it to request an exchange. Please contact our Customer Service Team for all necessary instructions.
Shipping Costs for Exchanges
If the exchange or return is due to an error on our part or a product defect, all shipping costs will be covered by By Firenzzi. In cases of exchanges due to customer preference or dissatisfaction, shipping costs are the customer’s responsibility.
Delivery Time for Replacement Products
Once the exchange is confirmed, a replacement product will be shipped. Delivery times will match those of the original purchase, and a new tracking number will be provided.
Exchange Requests After the Deadline
Unfortunately, we cannot accept exchange or return requests made after the 7-day period has expired.
Exchanges for Different Products
If you would like to exchange your item for another product available on our website, please let us know via email. If there is a price difference, we will process the additional payment or refund accordingly.
Change of Address for Exchange Deliveries
If you have changed your address, please inform us during the exchange request process so we can update your delivery details.
Canceling an Order After Shipment
If you decide to cancel your purchase after the product has already been shipped, simply refuse delivery when it arrives. The refund will be processed once the product is returned to our warehouse.
Customer Support
If you have any questions or need assistance, our team is here to help. Contact us via email at info@byfirenzzi.com or by phone at +1 (407) 684-1330
Customer Service Hours:
Monday to Friday: 9:00 AM to 6:00 PM (BRT)
Saturday, Sunday & Holidays: 9:00 AM to 1:00 PM (BRT)
Thank you for choosing By Firenzzi. We are committed to providing a secure and seamless shopping experience for you.