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Exchange or Return.

Doll Sale Room reserves the right to choose between exchanging the product or refunding the purchase amount.

To request an exchange or return of a product, simply contact us and notify us via our email

To expedite the process, please provide the order number, the type of request (exchange or return), and the reason.

You have up to 7 (seven) calendar days (reflection period) from the date of receiving the product (Article 49 of the Consumer Protection Code) to request an exchange.

Exchange Options:

- Exchange for the same product of equal value or a different product, provided that the price difference is paid.

The exchange option is subject to availability of the desired item in stock. If there is no availability, the value of the product will be credited for a future purchase in the store.

Return Options:

- Refund of the amount paid for the product, according to the payment method used when placing the order, or credit of the amount paid for the product for a future purchase in the store.

Conditions for Exchange or Return:

The product must be returned unused, in its original packaging, accompanied by accessories (if any), with the value declaration or invoice, and without any signs of use, washing, odors, stains, scratches, or alterations made by the customer.

All returned products undergo a quality control analysis upon arrival at the store.

After receiving the returned product, the analysis and approval process may take up to seven business days.

The desired product for exchange or refund will only be released after approval by our Quality Control.

Doll Sale Room is not responsible for products that have been misused or used improperly, resulting in damage to the product, or for alterations made by the customer (removing from the box, altering the hair or clothing from the received item).

If any discrepancy or violation of the product is identified, contrary to the conditions stated in our exchange policy, we will not accept the return and the product will be returned to the sender, with the shipping cost borne by the customer.

It is essential to contact us via WhatsApp: (24) 98146-8373 to provide the necessary information for the exchange or return.

Shipping Cost:

The shipping cost for exchanges is the customer's responsibility. The customer must bear both the cost of shipping the product to be exchanged and the cost of shipping the new product to their address. Please note that the shipping and reshipping costs are separate services, and therefore, we are not responsible for reimbursement. It is at your discretion to proceed with the purchase in the store.

The products must be sent with Proof of Delivery (AR) to the following address: Rua Nelson Viana, nº 785, Centro. Três Rios - RJ, ZIP code: 25805-290, and must be in perfect condition, in their original packaging, with all accompanying accessories (if any), and without any signs of use. We recommend insuring the value of the items sent to ensure reimbursement by the Postal Service in case of loss.

After receiving the product, it will undergo a quality check and inspection process.

Doll Sale Room is not responsible for incorrectly filled addresses or difficult-to-access locations that hinder the delivery of your order. In case the order is returned to our address due to the aforementioned reasons, Doll Sale Room will contact you to arrange for reshipment, with the customer responsible for paying the new corresponding shipping fee.

In both cases, the customer should contact Doll Sale Room, where the procedures for returning and, if applicable, the shipping label/code for returning the unused product in its original packaging, accompanied by accessories and a value declaration or invoice will be provided.

Refund Conditions:

The refund will depend on the payment method used by the customer at the time of purchase.

For credit card

 payments, the refund will be processed by crediting the amount back to the credit card used for the purchase.

In the case of credit card refunds, the completion period is 30 to 60 days, depending on the customer's credit card billing cycle.

For refunds made via bank transfer (boleto), the completion period is up to 4 business days.

If your order was paid in installments, the refund will be made according to the chosen installment plan (as determined by the payment service provider).

If you have any questions, please contact us, and we will be available to assist you.

Doll Sale Room reserves the right to choose between exchanging the product or refunding the purchase amount.

For more information:
If you have any questions or need additional information, please contact us through our Customer Relationship Center or via email:

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