Exchanges and returns

At Trilha Verão, we value your satisfaction and want to ensure that your shopping experience with us is flawless. If, for any reason, you need to exchange or return a product, we are here to help. Please read carefully our exchange and return policy below. We want to emphasize that for international shipments, we do not accept exchanges or returns, except in cases of manufacturing defects.

GENERAL GUIDELINES
For national orders, the return period is 7 days after receiving the product, and the exchange period is 30 days after receiving the product. The first exchange or return of an order is free. From the second exchange onwards, we do not cover shipping costs.
For international shipments, we do not accept exchanges and returns, except in case of manufacturing defects. We remind you that our products are always tested and reviewed by our quality team! If there is a manufacturing defect, contact us by email at sac@trilhaverao.com.br or WhatsApp +55 19 99915-5702 within 7 days of receiving the order, detailing the issue with a photo or video.
Exchange conditions may vary during specific promotional campaigns such as Black Friday, Sale, and other campaigns.

CONDITIONS FOR EXCHANGES AND RETURNS
Products that do not meet the following exchange/return conditions will not be accepted and will be sent back to the sender without consultation.
- The product must be intact, without any damage;
- Only products that have not been used or washed and are free of odors will be accepted;
- The product must have all the tags attached, as received;
- Products altered by the customer cannot be exchanged (examples: hem, cuff adjustment, etc.);
- The product must be sent in its original packaging. If the customer has discarded the packaging, the product should be packed in a way that protects it from damage during transport, which will be the customer's responsibility;
- We do not exchange gifts;
- In case of an exchange for a product with a lower value, a credit will be given for the value, which will be available for use within 30 days after the exchange;
- We do not guarantee the availability of the same product or size for the exchange.

HOW TO REQUEST AN EXCHANGE OR RETURN
To exchange or return your order, contact our team by email at sac@trilhaverao.com.br or via WhatsApp at +55 19 99915-5702. You will receive the code for posting the items via Correios. The first exchange/return will be done free of charge, and the items can be packaged at Correios or the customer can use the same packaging received.
To complete the return, a copy of the invoice must be sent to identify your order.

RETURN DUE TO CHANGE OF MIND/CANCELLATION
It is possible to return products due to change of mind or cancellation, as long as the request is made within 7 calendar days from the date of receiving the product.
To return your order, contact our team by email at sac@trilhaverao.com.br or via WhatsApp at +55 19 99915-5702. You will receive the code for posting the items via Correios. The return will be made free of charge, and the items can be packaged at Correios or the customer can use the same packaging received.
The refund will occur after the items are received by the company. To complete the return, a copy of the invoice must be sent to identify your order. The refund of the order value will be made according to the payment method chosen by the customer at the time of purchase. If the purchase was made via credit card, the refund will occur according to the card’s billing cycle and the number of installments selected.

DEFECTIVE PRODUCT
If upon receiving your order you identify a defective product, please contact our SAC via email at sac@trilhaverao.com.br or WhatsApp at +55 19 99915-5702 for guidance on the procedures to follow. The deadline for requesting a return of defective products is up to 30 days after receiving them at your address.
If the product is defective due to improper use (for example, incorrect washing), the exchange/return will not be processed.

REFUND
In case of return, the refund will occur after the items are received by the company. The refund of the order value will be made according to the payment method chosen by the customer at the time of purchase. If the purchase was made via credit card, the refund will occur according to the card’s billing cycle and the number of installments selected.
If you received a discount on your purchase due to a promotion, the refund will be made based on the amount paid at the time of purchase, considering the discount applied.
The customer may opt for a Store Credit to use as they wish on store products within 30 days from receiving it.

EXCHANGE AT THE PHYSICAL STORE
You have up to 30 calendar days from the date of receiving your order to make an exchange at the physical store. Please remember to bring your receipt, as it is required for the exchange to be processed.
We are located at Rua General Osório, 2266, Cambuí, Campinas-SP.
Our hours of operation are Monday to Friday from 9:00 AM to 6:00 PM, and Saturday from 9:00 AM to 12:30 PM.

Please note that the store reserves the right to refuse the return of the product if the above policies are not followed.

If you wish to exchange a Trilha Verão product purchased from a multi-brand store or through a distributor, the exchange/return must be made directly at the location where the product was purchased.