Returns and Refunds
At Gato Preto, customer satisfaction is our priority. When purchasing online, if a product does not meet your expectations, you may return it within 14 days from the order delivery date. Returned products must be unused, in perfect condition, and in their original packaging. Christmas items have specific conditions and cannot be returned. We recommend that you always check the condition of your order upon receipt. If you detect any anomaly, please indicate this on the carrier’s delivery note, photograph the damage, and notify us immediately through our online contact form. Only then will we be able to accept claims regarding damage caused during transit.
RETURN IN STORE
Exchanges are only accepted in-store, so you can visit any Gato Preto store and present your purchase receipt. See our stores here . Products exclusively for home delivery, such as furniture, sofas, or mattresses, cannot be returned to our physical stores.
RETURN VIA CARRIER
Fill out the contact form and select the “returns” option for returns via a shipping carrier. Except in cases of shipping damage or manufacturing defects, shipping costs are the customer’s responsibility. Our team will contact you to advise you on the procedure, including the return address, packaging instructions, and how to complete the return form. Always ensure that the product has not been used, is in perfect condition, and is in its original packaging.
REFUNDS
Once we have received your return and checked the condition of the item(s), we will refund the amount paid by you, using the same original payment method – unless there is a technical impediment*.
The refund process can take up to 14 days from the date we receive the refund, depending on the payment method used and your bank. Please note that for refunds requiring your IBAN, the 14-day period begins from the date we receive your IBAN.
We’ll do our best to ensure the process is as quick and efficient as possible. If you have any questions about the return and refund process, please don’t hesitate to contact us.
Notice:
– Shipping costs will not be refunded. In the event of an exception, these will be refunded by bank transfer.
– In the event of a return of products that were a gift, the refund will be made in favor of the customer who placed the order online.
