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Exchange and Return Policy

EXCHANGE PROCESS

 

To submit an exchange request, simply access our Exchange and Return platform through the link below.

 

Click here to request your exchange

 

1. When accessing our platform, you will be asked to provide some information, such as:

•      Order number from your purchase on our website

•      CPF or email address of the person responsible for the purchase

•      A total of 02 (two) photos of the entire product (front and back)

 

2. Within five (05) business days, you will receive the necessary information to send us the product(s) for exchange, including a shipping code so you don't have to pay for freight.

 

NOTE: The exchange period is up to 07 (seven) days after receiving the product. We do not exchange products with defects caused by misuse or products that are missing their original tag.

 

In the case of a model or size exchange, a voucher will be sent with the value of the returned item(s), valid for up to 03 months.

•      The voucher may only be used once. We recommend using the full amount. If a purchase is made for less than the voucher value, we are not responsible for the difference.

 

VERY IMPORTANT: In cases of exchanges during promotional periods where the promotion is no longer active, the voucher will reflect the price paid for the returned item(s) at the time of purchase.

 

- We do not process exchanges during active promotional periods or for flash sale coupons.

- During promotional periods, the review period is up to 07 business days.

- During promotional periods, the model and/or size exchange process may take up to 30 (thirty) business days from the time we receive the product at our logistics center.

 

GIFT RULES

•      Gifts are courtesies from Saint Germain and cannot be exchanged, requested separately, or converted into store credit.

•      Gifts do not carry any warranty.

•      In the event of a return of the main product, all received gifts must be returned as well. If the gift is not returned, its list price (outside of promotional periods) will be charged and deducted from the refund.

 

RETURN PROCESS

 

All our products are inspected and verified before shipping. If for any reason you are not satisfied with the product you received, please follow the instructions below to submit a return request.

 

1. To submit a return request, simply access our Exchange and Return platform through the link https://trocas.saintgermainbrand.com.br/ and provide the reason for your return. The request must be made within seven (07) days of the date you received your product.

2. Within five (05) business days, you will receive the necessary information to send us the product(s) and proceed with your return.

3. Once your order arrives at our distribution center and passes the condition review, we will process your refund within seven (07) business days and send you a confirmation by email.

 

If your payment was made by credit card, the refund will be requested from the card operator within five (05) business days after we receive and approve the product. The credit may appear in up to two (02) subsequent statements, in accordance with the maximum timeframe established by Brazilian legislation.

 

If your payment was made by boleto bancário, the refunded amount will be sent via pix, and once it becomes available, you will be able to transfer it to your bank account.

 

VERY IMPORTANT: In cases of partial returns where the order benefited from free shipping and the new total falls below the minimum amount for this benefit (currently R$350.00), the shipping cost will be deducted from the refund amount, since the purchase no longer meets the threshold for this benefit.

 

In the case of a partial return during a promotional period where the promotion is no longer active, a new calculation of the purchase will be made based on the order value outside the promotional price.

 

NOTE: We do not accept returns for products with defects caused by misuse or products that are missing their original tag.

 

•      The product must show no signs of use.

•      The product must be returned in its original packaging, along with all accessories (original tag).

 

ATTENTION: Refunds will only be processed after we receive and assess the condition of the product(s) at our distribution center.

IMPORTANT: Personalized items are NOT eligible for returns.

 

Saint Germain reserves the right to refuse exchanges for products that do not meet the conditions of this policy.

 

Questions? Contact us at:
📧 [email protected]

 

Our customer service team is available Monday to Friday, from 8am to 9pm, and on Saturdays, from 9am to 4pm.
We do not provide service on Sundays and public holidays.