Refund Policy

Effective Date: February 20, 2026

At BrazilOpals, our commitment is to ensure that your shopping experience is fully satisfactory. We have created this policy with clear guidelines so you understand the return or replacement process, operating in full compliance with the Brazilian Consumer Protection Code.

Section 1 – Timeframes for Requests

  • Buyer's Remorse or Dissatisfaction: In cases of order cancellation, dissatisfaction with the item, or an error in choosing a specific gemstone/variation, the customer has up to 7 (seven) calendar days, counted from the date of receipt, to register the request.

  • Items with Defects or Flaws: To report any manufacturing flaws (such as issues with jewelry settings), the established timeframe is up to 90 (ninety) calendar days after delivery.

Section 2 – Refunds and Payment Methods After the item arrives at our logistics center and the technical gemological inspection is completed (which takes up to 3 business days), the credit will be issued within 10 business days:

  • Credit Card: The refund request is sent to the card issuer (the time it takes for the amount to appear on your statement depends exclusively on your financial institution).

  • PIX / Bank Transfer: The amount will be returned directly to the original payment account.

  • Boleto (Bank Slip): The refund will occur via bank transfer to an account held under the same name/ID of the original purchaser.

Section 3 – Conditions for Return and Exchange For the procedure to be validated, the product must meet the following requirements:

  • Be in impeccable condition, with no signs of wear, mounting (for loose stones), scratches, or chemical modifications;

  • Be packed in the original packaging, with all security tags and seals properly preserved and unbroken;

  • Be accompanied by all additional items, certificates of authenticity, manuals, and accessories included in the original order.

  • Restrictions: Due to security and quality guidelines, we will not accept products showing signs of use, broken security packaging, or damage resulting from improper handling by the user.

Section 4 – Shipping Costs and Instructions

  • Right of Withdrawal (Up to 7 days): If you cancel the purchase within the legal timeframe of 7 calendar days after receipt, BrazilOpals will cover all return shipping costs. A full refund will be issued, including both the value of the opals and the shipping fee paid at the time of the order.

  • Exchanges by Preference (Model or Color): If the 7-day remorse period has expired and you wish to exchange the gemstone for aesthetic reasons (e.g., a different color play or shape), the shipping costs for sending the new item and the reverse logistics of the previous product will be the customer's responsibility.

  • Administrative Fees: We do not charge restocking fees for returned inventory.

Section 5 – Incidents, Damages, and Logistics

  • Transport Damage: If the packaging shows signs of tampering upon receipt, refuse the delivery immediately. If you identify damage after opening, notify our support team within 7 (seven) days via email at contact@brazilopals.com, attaching photographic evidence.

  • Loss or Theft: If the loss of the package during transit is confirmed, BrazilOpals will arrange to resend an equivalent order or provide a full refund, according to the customer's preference, at no extra cost.

Section 6 – Cancellation of Orders in Transit If a cancellation request is made while the merchandise is in the possession of the carrier:

  • The refund will be issued within 10 business days after the confirmed return of the package to our facility.

  • We recommend that the customer refuse the package at the time of the delivery attempt to expedite the return process.

Section 7 – How to Request a Return (Step by Step)

  • Initial Contact: Send your request to contact@brazilopals.com or through our customer service line at +55 (99) 99999-9999, providing your order or invoice number and the reason for the return.

  • Validation and Shipping: After our initial review, you must package the product securely and drop it off at the designated collection point (using the provided return label or covering the cost, depending on the return category).

  • Tracking: Provide the return tracking code so our team can monitor the item's movement to our analysis center.

Section 8 – Refusal of Delivery Without Justification If the order is rejected by the recipient without evidence of damage:

  • The refund will only be processed after the merchandise returns and is inspected.

  • The costs incurred for shipping (both ways) may be deducted from the total amount to be refunded.

Contact and Identification Information:

  • Company name: BrazilOpals

  • Legal name: J. DE C. RAMALHO - ME

  • CNPJ: 10.157.844/0001-02

  • Address: Rua Professor Jose Amavel 568, Cabral, Teresina - PI, Zip Code: 64000-550, Brazil.

  • E-mail: contact@brazilopals.com

  • Phone: +55 (99) 99999-9999

  • Business Hours: Monday to Friday from 9:30 a.m. to 5:30 p.m. (We do not provide in-person service).

  • Time zone: (GMT-03:00) — Brasília Standard Time (São Paulo)

  • Response time: We respond within 1 business day.