Returns & Exchanges Policy
Last updated: 2026-09-27
We want you to love your order. If something is not right, solving it is simple and fast. This policy complies with the Brazilian Consumer Protection Code (Law 8.078/90) and applies to every order placed at VAYNO.
7-day withdrawal right
For a withdrawal, the item must be unused, in its original packaging with all tags and accessories. The full product amount and original shipping cost are refunded. Return shipping is paid by the customer for change-of-mind returns; when the item is defective or we shipped the wrong product, return shipping is on us.
Exchanges within 30 days
Need another size, color or model? You have up to 30 calendar days after delivery. On your first exchange, we pay the shipping of the replacement item; you pay the return shipping of the original item.
- Item with no signs of use, washing or damage;
- Original packaging, tags and all accessories;
- Presented with the invoice or order number;
- The replacement is subject to stock availability.
Who pays for shipping?
| Situation | Deadline | Return shipping | Solution |
|---|---|---|---|
| Withdrawal | 7 calendar days | Customer | Full refund |
| Size or color exchange | 30 calendar days | Customer (free re-shipment on 1st exchange) | Replacement item |
| Defective product | 90 calendar days | VAYNO | Replacement or refund |
| Wrong or different item shipped | 30 calendar days | VAYNO | Correct re-shipment or refund |
How to request
- 1Contact us at contato@vayno.com or WhatsApp not configured with your order number, the reason, and photos of the product and packaging.
- 2Our team reviews the request within 2 business days and sends the return shipping instructions.
- 3Pack the item carefully, send it to the address provided and keep the tracking number.
- 4Once we receive and inspect the item (up to 5 business days), the replacement is shipped or the refund is processed.
How will I receive my refund?
| Payment method | Refund method | Timeline |
|---|---|---|
| Pix | Pix to the registered key | Up to 7 business days |
| Credit card | Chargeback on the statement | Up to 2 billing cycles |
| Boleto | Bank deposit or Pix | Up to 10 business days |
| USDT | Return to the same wallet | Up to 7 business days |
The refund is released only after the product arrives and is inspected at our distribution center.