Afetto Design is concerned with customer satisfaction and strives to ensure transparency and security in purchases. Therefore, our exchange and return policy is aligned with current legislation and protects both the consumer and our company.

1. Returns due to Repentance
For purchases made online, the Consumer Defense Code provides for the possibility of the customer regretting a purchase within 7 (seven) calendar days, counting from the receipt of the product.
The law provides for this possibility to the consumer because they did not have the option to inspect the product beforehand (to test the quality of the material, its functionality, if the color is according to their tastes, for example), without the need to present a justification.

However, it is important to point out that, from the store's side, we have the right to receive this product undamaged and complete, so that we can resell it again.

For this reason, it is important to point out that the request for repentance cannot harm the company in a way that makes it impossible for a product to be reinserted into the market for subsequent purchase. And that is WHY we have different rules when dealing with PERSONALIZED PRODUCTS: 

Personalized Products

Afetto Design works with specific product lines (as listed below) made to measure, according to the specifications provided by the customer and their indications (type of material used, specific color and prints).

As these items are produced exclusively according to each customer's choices, it is not possible to cancel, exchange, or return them after order confirmation.

Production starts immediately, and, as it is a personalized product, there is no possibility of alteration or cancellation.

To avoid any doubt or frustration, we guarantee total transparency in the personalization process:

• All products have detailed descriptions of the available options, including colors, sizes, types of prints, and materials.
• We always provide illustrative images so that the customer can visualize what the final result will possibly be before purchase.
• When possible, we display photos of personalized products already produced for other customers, ensuring a more realistic expectation of the final result.
• At the time of purchase, the customer must expressly accept the personalization terms, being aware of the limitation to the right of repentance, as permitted by the CDC, since it is an EXCLUSIVE PRODUCT, by means of a very personal service.

Please pay attention to some issues involving your personalized order:

• The color of the product may vary depending on the monitor, smartphone, or tablet settings, and the lighting used; and
• Read the product description and dimensions carefully;

Our products considered personalized are:

• Wall stickers
• Wallpapers
• Rugs
• Playmats
• All customized and made-to-order products (selected color, type of material and product used, size)

Before finalizing your purchase, carefully review all chosen personalization options. If you have any questions, our team is available for assistance.

If the customer wishes to return a non-personalized product, Afetto Design will bear the shipping/transport costs. The product must be unused, in perfect condition, with original packaging, accompanied by the Invoice, and the seal/tag, without signs of damage and disassembled. The refund will be made within 7 business days after confirmation of receipt of the item.

The right of repentance is applicable only to online purchases, therefore these rules (that is, regretting the purchase after 7 (seven) days) do not extend to product acquisitions made directly in our physical store.

2. Exchanges due to repentance

For non-personalized products, exchanges due to repentance, as explained above, can be requested within 7 (seven) calendar days from the date of receipt, subject to stock availability. 

3. Product with Manufacturing Defect

We value the quality of the products we offer, but if the item presents a manufacturing defect, Afetto Design is responsible for solving the problem.

Procedure for Defect Analysis:

1. The customer must contact us via email atendimento@afettodesign.com or After-Sales Phone (11) 94335-2633 within 90 (ninety) days after receiving the product, informing the problem and sending detailed photos.
2. If a manufacturing defect is found, Afetto Design will provide, at no cost to the customer:

• Exchange for the same product; or
• Repair of the item, if possible; or
• Full refund, if exchange or repair is not feasible.

If the defect is not confirmed, the customer will be informed and may choose to receive the product back, bearing the shipping costs.

In case of refund of the amounts paid, the amount considered will be that effectively PAID for the returned product(s).

4. Procedure for Requesting Exchange or Return

To request an exchange or return, the customer must follow the procedure below:

1. Contact us by email atendimento@afettodesign.com or After-Sales Phone (11) 94335-2633;
2. Inform the order number and the reason for the request;
3. Whenever possible, send comprehensive photos of the product, in good quality;

We will have a period of 6 (six) business days to analyze the request, after which we will respond with instructions for sending the product.

After receiving and analyzing the item, the refund or exchange will be processed within 7 (seven) business days.

5. Final Considerations

• Afetto Design is not responsible for damages caused by misuse or incorrect installation of the product, resulting in breach of product warranty.
• All returned products must be without signs of use, with all included items (including any instruction manual) and in their original packaging.
• Refunds will be made using the same payment method used for the purchase.
• Exchanges due to repentance are performed only 1 (one) time per product.
• We accept order returns in our physical store, whether due to repentance or any defect, as a convenience to customers. IN ANY CASE, the return regarding the analysis of the request follows the procedure established in items 3 and 4.

This policy aims to ensure the best experience for our customers, maintaining the transparency and quality that are part of Afetto Design's commitment.

Last update: April/2025