Refund policy

EXCHANGES, RETURNS AND REFUNDS POLICY

JECASI E-COMMERCE LTDA (operating under the trade name PlayBear), registered under CNPJ No. 64.882.142/0001-02, establishes this Policy to ensure your satisfaction and maintain full transparency, in strict compliance with the Brazilian Consumer Protection Code (CDC).

1. RIGHT OF REPENTANCE AND HYGIENE RULE (IMPORTANT)

According to Art. 49 of the CDC, the consumer can withdraw from the purchase within up to 7 (seven) calendar days after receiving the product. However, because we operate in the segment of intimate use products (adult silicone toys and similar), health and safety are our absolute priorities.

  • PRODUCT CONDITION: The item must MANDATORILY be sealed in its original plastic packaging, without any sign of use, handling, or bodily contact.

  • ATTENTION: Only remove the product from the sealed packaging when you are absolutely sure it meets your expectations. We do not exchange, return, or refund products whose sealed intimate packaging is open.

2. ORDER CANCELLATION (BEFORE SHIPPING)

We accept cancellation with IMMEDIATE full refund only for orders that have not yet been dispatched. If your order has already been delivered to the carrier/post office, you must wait for receipt and refuse delivery, or request the return of the sealed product so the refund can be processed.

3. VALID REASONS FOR EXCHANGE OR RETURN

  • Withdrawal from the purchase (within 7 days, with sealed product).

  • Product with manufacturing defect or damaged in transit.

  • Operational error (receipt of an item different from the one purchased).

4. DEFECTIVE OR DAMAGED PRODUCT

If the product has a manufacturing defect, the customer must contact us immediately after receipt via the email contato@playbear.com.br, sending clear photos and videos of the problem for technical evaluation. Once the defect is confirmed, we will send instructions for exchange or refund.

5. SHIPPING PROCEDURE AND REVERSE LOGISTICS

Requests must be made EXCLUSIVELY via email: contato@playbear.com.br. Items sent back to us without prior request will not be accepted.

  • Costs: In cases of confirmed defect or the first exchange/return out of repentance (within 7 days and sealed), PlayBear will provide a reverse logistics label at no cost to the customer.

  • Return Packaging: The product must be sent in a simple cardboard box, properly protected to prevent damage during transport. If the item suffers damage upon return due to negligence in packaging, the return will not be accepted. The inclusion of the order receipt or a copy of the invoice is mandatory.

  • Return Address: Avenida Engenheiro Luiz Carlos Berrini, 1681, ANEXO 2635, São Paulo / SP, CEP: 04571-011.

6. DEADLINES AND REFUNDS

After receiving the product at our operations center, the technical team will carry out an evaluation within up to 3 business days to confirm the item's condition. If everything is in order, the refund will be processed. The estimated time to complete the entire logistical process is 7 to 15 business days, depending on the Post Office. The refund will be made according to the payment method used in the original order via Mercado Pago:

  • Credit Card: The amount will be refunded on the invoice. Depending on the closing date of your invoice, the credit may only appear in the following month (deadline stipulated by the card administrator).

  • Pix: The refund will be deposited directly into the same payment source account immediately after the return is approved.

  • Boleto/Mercado Pago Balance: The amount will be credited to the customer's Mercado Pago account.

  • Store Credit: If the customer prefers, we can issue a discount coupon in the amount paid for use in future purchases.

7. PRODUCT VARIATIONS

We work with high-quality materials and strict processes. However, slight variations in color and tone may occur compared to the images displayed on the website due to each user's monitor settings or manufacturing batches. This does not constitute a product defect.