Here you will find the guidelines applicable to purchases made exclusively on the official Carolina Neves e-commerce site, always in accordance with the Consumer Protection Code (Law No. 8,078/1990) and other relevant regulations.

General Conditions for Exchanges and Returns
Any request (return, exchange for convenience, or defect analysis) will only be processed if the jewelry is returned with: original tag/seal intact, complete Carolina Neves packaging (case, protectors), invoice, warranty certificate, no signs of use, no intervention, no scratches, dents, unauthorized external polishing, chemical residue, or damage of any kind. Failure to meet these requirements will undermine the integrity of the product and authorize the request to be rejected, in accordance with objective good faith and art. 4, III of the Consumer Protection Code.

Repentance / Withdrawal (Right of Withdrawal – Art. 49 of the CDC)
The customer may cancel a purchase made online within 7 (seven) calendar days from receipt of the jewelry. The request must be formalized within this period through our official customer service channels ( online@carolinaneves.com ). Requests submitted after the seventh day will be treated as an exchange request (when applicable) and not as a legal withdrawal.

Once the jewelry has been received at our technical center, compliance will be analyzed within 10 (ten) business days. Once the requirements are fully met, we will issue a full refund using the same payment method originally used (see "Refunds and Chargebacks").

If the analysis identifies non-compliance with the conditions (use, broken seal, damage, missing components), the return will be rejected and the part sent back to the customer with due justification, preserving the provisions of articles 6, III and 46 of the CDC regarding transparency.

Note on personalized pieces and custom-made customizations: The right of withdrawal (art. 49) is guaranteed for online purchases; however, when the jewelry undergoes specific structural customization (e.g., irreversible band alteration, permanent engraving, setting or alloy alteration) already performed with the customer's express approval, we evaluate each case individually, as remarketing may become unfeasible. We always advise the customer to formalize any withdrawal before making modifications to avoid costs or practical impossibilities.

Exchanges
Regardless of the right of withdrawal, Carolina Neves offers, as a commercial courtesy, the possibility of exchanging for another item in the portfolio within 30 (thirty) calendar days from receipt, provided that all the integrity conditions already described are maintained.

The request must be communicated within the deadline through official channels. After receipt, a technical analysis takes place within 10 (ten) days. Once the exchange is approved, the customer may:
• select another part with available stock of equal value; or
• use the amount paid as partial credit for a higher value item, paying the difference before reshipping.

The initial exchange process (reverse labeling/return shipping and reshipping) is handled by Carolina Neves. If the item sent for exchange does not meet the required conditions, it will be returned without replacement.

Custom Parts / Adjustments / Customizations
Services such as ring adjustment, gold plating/tone change, structural resizing, initial and/or date engraving, inclusion or replacement of gemstones constitute customization.

Only in cases of manufacturing defects or customization defects is the treatment provided for in the "Defects and Solutions" section guaranteed. Communication must occur within the legal deadline applicable to the apparent defect (art. 26, II – 90 days for durable products).

Defects, Vices and Legal Warranty
If the customer identifies a possible manufacturing defect, they must report it within 90 (ninety) days of receipt (durable product). For apparent defects, immediate contact is recommended to expedite the solution.
The item will be returned to our laboratory for a technical report within 10 (ten) business days of receipt. If a manufacturing defect is confirmed, we will apply, in accordance with art. 18 of the CDC:
• Repair (if feasible and within a reasonable timeframe); or, if it is not possible to remedy the defect without compromising the aesthetic/structural integrity,
• Replacement with an identical one (if in stock); or
• Replacement by another equivalent subject to agreement; or
• Full refund of amounts paid (including shipping) or proportional price reduction.
If an identical part is unavailable, the solution will be full credit or refund. Damage resulting from misuse, impact, inappropriate chemical contact, handling by unauthorized third parties, or subsequent modifications are not classified as manufacturing defects (Articles 12, §3, and 18, §6). In these cases, we may provide a repair quote as an optional service.

Refunds and Chargebacks
The refund follows the original payment method:
• Credit card: requested from the administrator after technical approval; the effective date and appearance on the subsequent invoice depend exclusively on the operator.
• PIX / Transfer / Ticket: refund within 10 (ten) business days after analysis approval, for the same ownership.

• The refund process only begins after formal analysis and approval (compliance report). We will keep the customer informed by email at each stage.

Return Logistics
We provide authorized mailing or pickup instructions. Sending jewelry without the protocol or without the provided label may result in loss and void the brand's responsibility for transit.

Carolina Neves Commitment
Our purpose goes beyond delivering a piece of jewelry: we want to ensure a safe, transparent, and respectful experience in every interaction. Whenever you need us, you can count on us.