Return and Refund Policy

Last updated: September 17, 2026

Right of Withdrawal

For purchases made through the Skafe online store, customers may exercise their statutory Right of Withdrawal within 7 calendar days from the date the order is received, in accordance with applicable Brazilian consumer protection laws.

No justification is required when the Right of Withdrawal is exercised within the applicable legal period.

Outside the situations required by applicable law, Skafe does not accept voluntary returns based solely on customer preference or change of mind.

To exercise the Right of Withdrawal, contact us at sac@skafe.com.br and provide your order number and the name or email address used for the purchase.

Products should not be sent before receiving return instructions from Skafe.

After the request is received, Skafe will provide instructions on how and where the applicable products must be returned, including the authorized return address.

Return Conditions

Whenever reasonably possible, products returned under a legally applicable return right should include:

• Original packaging
• Seals, accessories and labels
• Gifts or promotional items supplied with the returned products
• Invoice or other proof of purchase

These conditions do not limit any rights guaranteed under applicable Brazilian consumer protection laws.

Skafe may evaluate the condition of the returned product to confirm the circumstances of the request, without restricting rights that cannot legally be waived or limited.

Damaged, Defective or Incorrect Products

Please inspect your order after delivery and contact Skafe as soon as possible if:

• A product is damaged or leaking
• The packaging or seal has been violated
• A product is defective
• A product is expired or otherwise unsuitable for use
• An item is missing
• You received a product different from the one ordered

We may request photographs or videos of the product, packaging, shipping label, batch number and invoice to help evaluate the issue.

After reviewing the case, Skafe will provide an appropriate solution according to the circumstances and applicable Brazilian consumer protection laws.

Depending on the case, this may include replacement of the product, shipment of the correct or missing item, a refund or another applicable solution.

Voluntary Exchanges

Skafe may accept exchanges based on personal preference, such as a request for another product, fragrance or product line.

For this type of voluntary exchange, the product must be unused, unopened, properly sealed and in its original packaging.

Replacement products are subject to stock availability.

Depending on the circumstances, Skafe may instruct the customer to return the original product and place a new order.

Products purchased through marketplaces, physical stores or independent retailers should generally be handled through the original sales channel, without limiting rights guaranteed by applicable consumer protection laws.

Kits, Gifts and Promotional Items

When a return is required under applicable law and the purchase included a kit, promotional bundle or gift, Skafe may require the corresponding products or promotional items associated with the returned purchase to be returned together, where legally applicable.

If only part of an order is returned, promotional discounts or gifts associated with the returned products may be recalculated where applicable.

Nothing in this section limits rights guaranteed under applicable Brazilian consumer protection laws.

Return Shipping

Skafe will cover applicable return shipping costs when:

• The customer exercises the statutory Right of Withdrawal within the applicable 7 calendar day period
• A product is defective or damaged and return shipping is required under applicable law
• An order is incorrect or incomplete
• The return results from a delivery or fulfillment error attributable to Skafe

For a voluntary exchange, any shipping cost payable by the customer will be communicated before the exchange is processed.

Refunds

When the customer exercises the statutory Right of Withdrawal within the applicable period, Skafe will initiate the cancellation or refund process and provide the necessary return instructions.

The refund will include the amounts required to be refunded under applicable Brazilian consumer protection laws, including applicable original shipping charges when required by law.

For refunds relating to damaged, defective, incorrect or incomplete orders, Skafe will process the appropriate solution after the case has been reviewed.

Refunds will normally be issued through the original payment method.

After Skafe submits or authorizes a refund, the payment provider, bank, Pix provider or credit card issuer may require additional processing time before the amount becomes available or appears on the customer's account or statement.

For credit card purchases, the timing of the credit appearing on the statement depends on the card issuer and the customer's billing cycle.

For Pix or other payment methods, Skafe may request additional information when necessary to complete the refund.

If you have received confirmation that a refund has been processed but the amount has not appeared within the timeframe indicated by your payment provider, contact us at sac@skafe.com.br.

Contact

Email: sac@skafe.com.br

E-commerce: ecommerce@skafe.com.br

SAC: 0800 941 0275

Customer service hours: Monday to Friday, from 9:00 a.m. to 5:00 p.m.