top of page

Policy de 

Our exchange policy was developed based on the Consumer Protection Code, thus ensuring the maintenance of the respect that DiCarlo has for its customers.

How do I request an exchange?

Before requesting the exchange, it is good for the customer to know that all images, videos and accessories of the advertised products are merely illustrative, and may change according to the lots made available by the manufacturers.

All occurrences involving exchange or return must be made within a period of up to 7 (seven) days from the date of delivery and must be requested to our customer service department, but be aware of the following rules:

• The customer must inform all items of the exchange request;

• The product must be returned in its original packaging;

• The product must not show signs of use;

• The product must contain all labels/seals/wraps intact;

• The product must be sent together with the Invoice, manuals and accessories;

• Product must not be returned without prior notice to DiCarlo;

• If the purchase was made through CNPJ/MF, the company/client must issue the Return Invoice in accordance with current legislation (in case of doubt, contact the accountant you trust);

• If the product has been assembled, it must be disassembled by the customer with support from the manual. If you understand that it is necessary to hire a disassembly service, you must do it directly with a company you trust and bear the corresponding costs;

• In cases where the crate was damaged when opening or the original packaging was discarded, the customer must arrange for a new one to be made, bearing the corresponding costs.

It is good for the customer to know that if the rules are not complied with, the items in the exchange request will not be collected by the carrier or will be returned to the customer after technical analysis in our Distribution Center.

To formalize your exchange request, contact our Call Center by telephone at (47) 3325-2048, requesting contact with the e-commerce sector or by emailing

If necessary, DiCarlo may request photos and/or videos of the claimed product to better address the request. In this case, the requesting customer will have a period of 48 (forty-eight) hours to forward the evidence for DiCarlo to proceed with the exchange request. After this period, if the customer does not send the photos and/or videos, the process will be terminated.

I requested a replacement, now what?

The customer will receive an email containing all the information about his collection.

In the case of posting:

• The customer must go to an own or franchised post office, taking the Authorization Code, available in the e-mail registered at the time of purchase, and the product for postage;

• The product must be returned unused, in its original packaging and accompanied by the labels, manuals, accessories and Invoice that were delivered.

• As per the Post Office's rule, the Invoice of the order must be presented together with the package that will be posted and will be attached to the outside of the package. In cases where the Invoice is on the inside of the package, the customer must fill in the Content Declaration available at the Post Office (click below)

•Once the product is received at our Distribution Center, a technical quality analysis will be carried out, which may take up to 5 (five) business days.

•DiCarlo   will not exchange products or cancel orders in which a defect or damage is found due to improper use by the recipient. If, after analysis, misuse is verified, the product will be returned to the customer.

• After approval of the quality analysis, the item will be shipped to the same delivery address as the original order with the delivery time referring to your zip code.

In the case of carrier:

• The product must be returned unused, in its original packaging and accompanied by the labels, manuals, accessories and Invoice that were delivered.

• A carrier checklist will be filled in and, if necessary, the customer must send photos of the product to be collected.

•The carrier is not authorized to collect products that are not in their original packaging.

• For large products, they must be returned in crates, following the pattern of the original delivery.


The returned product will undergo a thorough technical analysis in the quality area at our Distribution Center and only after confirmation that there have been no signs of misuse will the exchange be processed.

If the product is in technical compliance for the return, we will proceed with the sending of a new product or return of the amount paid through the same payment method used in your order.

Let's remember that DiCarlo will not make any exchanges or cancellations for products returned without the prior authorization of the service.

When to refuse the product?

If any of the hypotheses below occurs, refuse receipt and write the reason for the refusal on the back of the Invoice.

  • Opened or damaged packaging;

  • defective product;

  • Product not in accordance with the order placed;

  • Missing items or accessories.

  • Product with signs of use.

bottom of page