RETURN & EXCHANGE POLICY

Return policy

​

If you're not satisfied with a product you received, you can request a refund within 7 calendar days of receipt. To do so, the product must be in its original packaging, with no signs of use or damage, and with all accompanying items and accessories. Simply send an email to charlottefarrantembroidery@gmail.com , indicating your order number and attaching images of the product that demonstrate the above conditions.

​

Exchange Policy

​

If the product you receive is different from the one purchased on our website, or if it came without an accessory, please send an email to charlottefarrantembroidery@gmail.com with photos of the product received and your order number. This must be done within 7 calendar days of receipt. We will review the request and photographs, and if we confirm an error, we will initiate the exchange process at no additional cost to the customer.

​

In case of defect​

​

If the product you received has a manufacturing defect, you can request an exchange or return within 7 calendar days of receipt. To do so, send an email to charlottefarrantembroidery@gmail.com with photos of the damaged product and your order number. We will review the request and photographs, and upon proof of a manufacturing defect, we will initiate the exchange process at no additional cost to the customer.

​

Cases in which exchange/return do not apply

We do not offer exchanges or refunds for products purchased on sale. For products purchased on sale, exchanges will only be made if it is proven that the product suffered damage during shipping. To do so, please send an email to charlottefarrantembroidery@gmail.com with photos of the damaged product and your order number. This must be done within 7 calendar days of receipt. We will review the request and photographs, and upon proof of damage due to shipping, we will initiate the exchange process at no additional cost to the customer.

​

Exchange and Return Conditions

​

• No signs of use or damage, stains, dirt or deterioration of the part;

• Be in the original packaging, closed, with original labels applied;

• Respect the maximum period of 7 calendar days after receiving the product to send your request.

• Charlotte Farrant Embroidery will respond to your request within 7 business days of sending the email.

​

Refund of Values

​

Below are the options available for refunds in case of return:

• Discount coupon: The customer can choose to receive a refund of the value of the returned product in the form of a discount coupon for the same value as the product. The coupon is valid for 90 days and must be used exclusively by the account holder on our website, using their login and account. Selling the coupon to third parties or converting it into cash is strictly prohibited. The coupon will be sent by email, and once received, simply make a new purchase with the desired product and enter it when completing the order.

• Partial or full refund (payment by credit card): Upon receipt of the returned product at our office and approval of the return after analyzing the items and accessories, we will submit a refund request to the credit card company within 15 business days. Each company has a specific timeframe for processing the request according to its policy; the refund process will follow the card company's rules, and it may take one to two months for the refund to be issued, depending on the invoice due date.

• Partial or full refund (payment via Pix or transfer): Upon receipt of the returned product at our office and approval of the return after analysis of the items and accessories, we will refund the amount within 15 business days to the payment intermediary's account, and you can request the withdrawal directly to the intermediary.