Refund policy

Exchanges and returns

The Online Store wants you to be completely satisfied with your purchases. With this in mind, we have created an Exchange and Returns Policy that respects your needs and is based on the Brazilian Consumer Protection Code (http://www.idec.org.br/consultas/codigo-de-defesa-do-consumidor).

These purchase and sale conditions are the standard contractual terms that you, the consumer, accept when making a purchase from the Online Store.

Important tips

Returned products will only be accepted if they are unused, have not been altered by the consumer or third parties, are intact and have their original labels and packaging.

Every returned product must be accompanied by its invoice, with the following information written on the back: full name; full address; order number; name and code of the product to be returned, as shown on the invoice; reason for the exchange or return; and the consumer’s signature.

It is important to keep the invoice received when the purchased products are delivered and the purchase transaction emails as proof of purchase.

The original packaging of the purchased product, along with any manuals, labels, items and accessories supplied with it, must be kept in good condition. These items will be assessed in the event of an exchange or return.

The person receiving the product must always check the items in the order and must never accept a product with a broken seal.

We take full responsibility for the quality of the products throughout their journey while they are being transported to their destination.

Once delivery has been formally acknowledged, responsibility for the integrity of the product immediately passes to the recipient. The same applies to products delivered to third-party addresses.

Change-of-mind returns

To return a product because you have changed your mind or wish to cancel the purchase, we offer a period of 7 (seven) calendar days after receipt of the product at the delivery address.

The returned product must be in its original packaging, with labels, in perfect condition and presented together with the original receipt or the first copy of the invoice. We reserve the right to refuse the return and send the product back to the consumer if any item fails to meet these conditions. In that case, the consumer will pay the return shipping cost.

After the product is received, it will be assessed by the Online Store’s Quality Control department. The average assessment time is 5 days. If the product does not meet the conditions described, it will be returned to the sender together with a notice.

If the product is in perfect condition, the amount paid will be refunded in full after receipt and assessment of the product.

Defective products

To exchange products with manufacturing defects, contact Sweet Bar Customer Service by telephone or by email at sweetbarchocolate@gmail.com.

Remember to attach the invoice received with the product. Exchanges due to defects will only be made in cases of mold, altered filling, missing filling, altered smell, empty packaging, defective packaging, different products inside the packaging, missing date marking or a missing unit in the package.

Exchanging for another product

To exchange for another product or model, contact our Customer Service within 7 (seven) calendar days after receiving the product.

We clarify that product exchanges will only be made due to manufacturing errors, defects, damage caused to the product before delivery to the consumer, or other reasons attributable to the manufacturer and/or distributor/importer. Other exchange requests will be assessed and decided at the Online Store’s sole and exclusive discretion and subject to stock availability of the new product requested by the consumer.

The previous product must be sent back with the first copy of the invoice and both it and its packaging must be in perfect condition. Once the product has been returned and approved by the Quality department, the amount paid for the product will be refunded using the same payment method chosen for the original purchase or through an exchange voucher, and the consumer may make a new purchase.

We reserve the right to refuse the return and send the product back if any item fails to meet the stated conditions. In that case, the consumer will be charged the return shipping cost.

Once the exchange voucher has been issued, you will receive an email with its number and validity period.