Alien World's cornerstone is earning your trust in our store. To best serve you, we've developed a special Exchange and Return policy just for you!

You can request an exchange or return via email (alienworld1715@gmail.com) within 7 calendar days of receiving the item. Our customer service hours are Monday to Saturday, 8 AM to 6 PM. The first exchange is free, with shipping (postage label) covered by us! We will send you a postage label that must be printed, attached to the package, and delivered to the nearest post office within the specified timeframe.

The return postage label is valid for up to 6 calendar days (the timeframe stipulated by the Post Office) and cannot be reissued under any circumstances.

• Upon receiving the item at our center, it will be evaluated and must be in perfect condition, without any signs of use, misuse, or damage, in order for us to proceed with the exchange or return process. If the item is not in compliance, it will be returned to the customer.
  In the case of an exchange/return, the return and shipment of the new merchandise must occur exclusively via the Post Office.
  In the return process (reverse postage), the customer must POST the item to the Post Office branch; home collection is not possible.
  We only pay for the shipping costs of the first exchange/return. If more exchanges/returns are requested, the customer must pay the shipping costs.

GENERAL EXCHANGES

All exchange requests must be communicated within 7 calendar days of the order receipt date shown in the tracking information and sent before the expiration date of the return shipping label.

Alien World is exempt from fulfilling exchange requests for any product that does not meet these requirements and/or is outside the aforementioned timeframe.

Products must be well-packaged to prevent damage during transport, without any signs of tampering or use, and with the shipping label identifying the buyer's name.

PROCEDURES FOR EXCHANGES WITHIN THE 7-DAY PERIOD OF DELIVERY:

As mentioned above, exchanges can be requested up to 7 calendar days after receiving the items. The request must be made through our support channels (email or Instagram).

The product requested for exchange is subject to stock availability, and the new order will only be shipped after we receive the products to be exchanged.

If the item is not available in our Brazilian warehouse, another order will be placed with our suppliers, and the processing time of 5 business days plus 15 to 25 business days for delivery will apply again.

Alien World is exempt from fulfilling exchange requests for any product whose defect is due to misuse and/or is outside the exchange request period or the postal posting period.

RETURNS AND CANCELLATIONS

Cancellations or returns are understood as requests where the customer wishes to receive a refund/reimbursement of amounts paid.

According to the Consumer Protection Code, and for purchases made through non-face-to-face sales channels, such as telephone and internet, it is possible to request a cancellation within 7 calendar days after delivery. Following this rule and policy, we only process cancellations within this period. After this period, cancellation or return requests will not be accepted.

FOR PURCHASES MADE THROUGH PAYMENT METHODS:

BANK SLIP OR PIX:

Cancellation/return requests can be made via email or Instagram during our business hours. The product to be returned must be sent to our center.

After receiving the product at our center, the refund process may take up to 7 business days via Mercado Pago. The customer will receive an email confirming the refund and the receipt.

FOR PURCHASES MADE THROUGH THE PAYMENT METHOD

CREDIT CARD:

After receiving the product at our Center, the refund confirmation process may take up to 7 business days. The refund may appear on the customer's statement up to 2 months later. This may occur due to the reconciliation of the customer's billing cycle and the processing time of the card issuer.

The credit on the statement will be processed according to the standard procedure of each issuer. It is important to remember that the refunded amount does not cancel the installment charges and is usually credited in a single transaction for the refunded amount, except in cases of exclusive procedures solely attributable to the card issuer.