Hello, Sisters!
We want you to have the best experience with Nannacay.
That's why we've made the process of exchanges and returns simple and transparent:
Deadlines:
- Exchanges: up to 30 calendar days after receipt.
- Returns: up to 7 calendar days, according to Art. 49 of the Consumer Protection Code.
Product Conditions:
For the exchange or return to be approved, the product must be:
- With the original tag attached;
- Without signs of use, odors, or damage;
- With all accessories and original packaging.
Important: Purchases made on the website can also be exchanged in a physical store — just present the proof of purchase.
How to Request
Access: nannacay.troquefacil.com.br
Fill out the form with the order number and the purchase email.
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Choose the item(s) you wish to exchange or return.
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Indicate the reason and select the shipping option.
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Confirm the request and finalize.
You will receive an email with the shipping/collection code along with instructions for sending it back.
After receiving and analyzing the product at our distribution center, we will contact you to finalize the process.
- In case of exchange, a sales representative will contact you to complete the replacement.
- In case of return, the amount will be refunded according to the payment method used.
Refunds
The refund is processed according to the payment method of the purchase:
Credit Card:
The refund is processed to the same card, which may appear in up to two subsequent statements, depending on the closing date and the card brand.
The refund can occur in three ways, depending on the issuing bank:
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Full refund on the next statement;
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Full refund only on the last statement;
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Refund and charge on the same statement (in cases of partial refund).
PIX:
The amount is refunded to the same account used for payment, within 7 business days (usually sooner).
Important Notes
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The right of withdrawal (Art. 49 of the CDC) guarantees a return within 7 calendar days after receiving the product, with a full refund.
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Online purchases must be returned only through online customer service.
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In-store purchases do not have returns or refunds, except in cases of manufacturing defects.
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Exchanges and returns always result in a store credit or refund equivalent to the amount paid for the item(s).
Still have questions?
Contact our customer service team at email: atendimento@nannacay.com
We are here to help you!