Exchanges & Returns
10. Exchange and Return Policy
10.1. Right of Contract Withdrawal.
10.2. In accordance with legally established consumer rights, the customer has the right to withdraw from the contract within 14 days, as stipulated in Decree-Law No. 24/2014.
10.3. To exercise the right of contract withdrawal, the customer must, before the withdrawal period expires, complete the Contract Withdrawal Form in PT, Contract Withdrawal Form in EN or contact us via email at help@navywaii.com or through social media (Facebook and Instagram).
10.4. If the customer withdraws from the contract by returning the product(s), we will refund the amount paid for the product(s), except for delivery shipping costs. This refund will be processed using the same payment method used in the original transaction, and no additional fees will be charged to the customer.
10.5. However, we may withhold the refund until we receive the returned products and assess their condition.
10.6. The condition of the product(s) will only be validated if the following criteria are met:
- The product(s) have not been used;
- The product(s) retain their original characteristics;
- The product(s) are complete;
- All materials accompanying the order(s) must also be returned.
10.7. Upon return, the respective products must be sent via carrier or CTT, using the same packaging received, along with a copy of the invoice. The Contract Withdrawal Form in PT, Contract Withdrawal Form in EN, must also be completed. For any clarifications, please contact us via email at help@navywaii.com or through our social media (Facebook and Instagram).
11. Defective Products
11.1. In cases where the customer believes that the product, at the time of delivery, does not comply with the sales conditions, the customer has a legally fixed period of two months to inform us of the situation. The customer will then be informed of the procedures to follow.
11.2. As legally established, the customer may, as an alternative to contract termination, choose to have the respective product replaced.
11.3. The replacement of the product or refund should occur as soon as possible and, in any case, within a maximum period of 30 days.
11.4. The amount paid for the products returned due to any damages or defects will be fully refunded.
11.5. The refund will be made using the same payment method that was used for the original purchase.
12. Exchange of Items
12.1. If the item purchased by the customer does not correspond to the appropriate size, the customer has the option to request a size exchange, bearing the associated delivery costs for the new item, even if they return the original item.
12.2. Request a size or model exchange via the previously mentioned email help@navywaii.com. The customer must also complete the Contract Withdrawal Form in PT, Contract Withdrawal Form in EN.
12.3. It is important to note that if, after 14 days from the size or model exchange request, the original item has not been returned, we reserve the right to charge the customer for the costs related to the new order generated.
12.4. For the purposes of the previous section (12.4), the customer may request a size exchange by sending the product via CTT or another courier to the address provided via email or in the Contract Withdrawal Form in PT, Contract Withdrawal Form in EN.
12.5. Shipping costs will only be covered by us in the case of a defective product or incorrect delivery. In all other cases, shipping costs will be borne by the customer.
12.6. The item must be returned using or including the original packaging. It must also include all instructions, tags, documents, and packaging of the products.
12.7. We reserve the right to inspect the product and refuse the exchange if it was requested outside the established deadline and/or if the items are not in the same condition as when they were received by the customer.