Refund and Return Policy

1. 7-Day Dispute Window

From the date of receipt of the order, the customer has the right to a dispute window of up to 7 days, applicable for buyer's remorse, incorrect shipment, shipping damage, or manufacturing defects.

2. Strict Hygiene Restriction (Broken Seal)

Our products leave the factory 100% sterile and vacuum-sealed. For public health and hygiene reasons, once the original vacuum-sealed packaging is tampered with or opened, no returns or exchanges will be accepted under any circumstances. Please check the product through the transparent part of the packaging before opening it.

3. Cancellations and Post-Shipment Restrictions

Before shipment: Order cancellation with immediate full refund is permitted.
After shipment: It is not possible to cancel or request a return directly. Once the package has been dispatched, the customer must refuse delivery upon arrival or, if received, request a return ensuring that the original vacuum packaging remains absolutely intact.

4. Evidence and Reverse Logistics Process

How to request: In case of quality issues or the need for a return, the request must be made via email to contato@playbear.com.br. For manufacturing defects or damage, it is necessary to send clear photos and videos for official technical evaluation.
Shipping requirements: Packages returned without prior email communication will not be accepted. After approval of the requirements, we will provide a free reverse logistics label. The customer must use a common, discreet cardboard box for shipping, including proof of purchase.

5. Refund Processing

As soon as the returned product arrives at our distribution center, our technical team will conduct a detailed evaluation of the item's condition within 3 business days.
After confirming that the product meets all return requirements, the customer must contact our official support channels directly to align the details and progress of the refund. We will proceed with the chargeback or provide a store credit, as agreed.