Returns Policy | Exchanges and Refunds Náurea

Conditions for Return

We accept returns of fashion products within 14 calendar days of the delivery date. For a return to be accepted, items must be in their original condition – unused, unwashed, and undamaged , with all original tags attached. Please ensure the item shows no signs of wear, stains, or odors. We reserve the right to refuse returns that do not meet these conditions.

Items that cannot be returned.

Certain items cannot be returned or exchanged, including:

Clearance/Final Sale Products – Items marked as “clearance” or “final sale” are not eligible for return or exchange.
Lingerie and Beachwear – For hygiene reasons, underwear, lingerie, and swimwear cannot be returned if the protective hygiene seal has been removed (or if they show signs of use).
Earrings and Piercing Accessories – Earrings and other accessories for pierced body parts are not eligible for return for hygiene reasons.
Gift vouchers/Store credits – Gift cards (vouchers) and store credits are non-refundable and cannot be converted into cash.

How to Request a Return

Starting a return is simple. Follow the steps below:

Contact Customer Service: Send an email to [email protected] within 14 calendar days of receiving your order. Include your order number, the items you wish to return, and the reason for the return.
Please wait for Return Authorization: Our team will respond within 1–2 business days with authorization and instructions, including the return shipping address. Please do not send any items without receiving proper authorization.
Pack the Product Safely: Place the item in its original packaging (if available) or in another secure, tightly sealed package. Include any accessories or gifts that came with the product. Make sure all tags are attached to the item, as the product was received.
Send the Package: Use a trackable shipping service of your choice to send the return package. The cost of return shipping is the customer's responsibility. We recommend keeping the shipping receipt and tracking number until we confirm receipt. We do not accept packages sent with freight collect (freight collect on delivery).

Shipping and Responsibility for Returns

All return shipping costs are the customer's responsibility . Naurea does not currently offer free return shipping, except in cases of defective products or incorrect shipments by the store (see the Damaged or Defective Items section below). You will be responsible for the returned product until it reaches our distribution center; therefore, use a reliable shipping company and consider purchasing insurance for high-value items. The shipping cost paid on the original order (initial shipping cost of the purchase) will not be refunded .

Exchanges

If you need a different size or color of a product, we offer an exchange option, subject to stock availability.

Timeframe for Requesting an Exchange: Exchanges must be requested within the same 14-day period after delivery, just like returns.
Procedure: To request an exchange, please contact us at [email protected] with your order details and the desired size or color for the new product. We will confirm the item's availability and guide you through the next steps.
Returning the Original Item: You will need to send the original item back in new condition (following the return steps above). Once the item is received and inspected, we will send you the replacement product.
Alternative Option: If you need the new item urgently, or if the item you want to exchange it for is not available, you can choose to return the original item for a refund and place a new order separately.
International Exchanges: We currently do not offer direct exchanges for international orders. International customers must return the item for a refund and place a new order for the desired product.

Refunds

Once the returned item is received at our distribution center, we request a period of up to 5–7 business days for inspection and processing. If everything is in accordance with our policies, we will issue the refund to the same payment method used for the purchase . For purchases paid by credit card, the refund may take a few additional days to appear on your statement, depending on the issuing bank's processing times. You will receive a confirmation email as soon as the refund has been processed.

Important:

The shipping cost from the original order will not be refunded (except if we sent the wrong or a defective item).
If the product was a gift (purchased by someone else and shipped directly to you), we can issue a refund in the form of store credit (gift voucher) for you to use at Naurea, if you prefer. Otherwise, the amount will be refunded to the original purchaser's payment method.

Damaged or Defective Items

In the rare event that you receive a damaged, defective, or incorrect item, please contact us immediately. Any such problem must be reported within 2 days of delivery. Send an email to [email protected] with your order number, a description of the problem, and, if possible, photos of the damage or the incorrect item received. We will resolve the issue as quickly as possible.

For items that are proven to be damaged, defective, or incorrectly shipped, we will provide a replacement or refund at no additional cost to you.
We will provide instructions for returning the product (in these cases, the return shipping will be at our expense, and a prepaid shipping label may be provided).
If the item is no longer in stock, we will issue a full refund to the original payment method.

If the problem is not reported within 2 days of delivery, we may not be able to process the exchange or refund.

International Returns

We serve international customers and strive to make the return process as simple as possible. If you are outside of Brazil, please note the following:

14-Day Return Policy: International orders can also be returned within 14 calendar days of delivery. Follow the same return request procedure by sending an email to [email protected] within this timeframe.
Customer Paid Shipping: International return shipping is at the customer's expense. We recommend using a reliable shipping service with tracking.
Taxes and Customs: Clearly indicate on the customs documentation that the package contains "Returned Goods" to avoid additional charges. Any taxes, fees, or duties paid on the original order are non-refundable by Naurea. Consult your local customs authorities regarding the possibility of a refund of these amounts in case of a return.
International Order Refunds: After we receive the returned item and confirm its condition, the refund will be issued to the same payment method used, in the same currency as the purchase. Currency exchange differences (if any) are beyond our control and may occur according to your bank's conversion rates.
Exchanges: As mentioned, we do not offer direct exchanges for international shipments due to logistical reasons. If you need a different product, please place a new order and return the original for a refund.