You have the right to request an exchange or return of your order within 7 (seven) calendar days of receiving the order.

To initiate the process, please contact our customer service team here.

To be fair and transparent, logistics costs (shipping fees) are determined based on the reason for your request:

A) Exchanges by Choice or Variant Selection

This category applies when the product has no defects and was correctly delivered according to your order, but you wish to exchange it or request a refund due to personal preference.

• Examples: You chose the wrong plating (gold/silver), the size didn't fit, or you decided you prefer a different model.
  
• How it works: Since Anna Prata correctly fulfilled the original order, the law does not require the store to cover additional logistics costs. Therefore, in this case, all return and new shipping costs are the customer's responsibility.

B) Returns due to Change of Mind

If you decide you no longer want the product and opt for a full cancellation of the order within 7 days of receipt.

• How it works: In compliance with Art. 49 of the Brazilian Consumer Protection Code (CDC), Anna Prata will provide all necessary instructions for the return. Once we receive and inspect the product, we will issue a full refund of the amount paid.

C) Manufacturing Defects or Shipping Errors

If the piece shows any manufacturing defect or if you received an item different from what you purchased.

• How it works: This is entirely our responsibility. We will cover 100% of the shipping costs (both ways) to replace your item or perform a repair.

To start this process, please contact our support team here.

For an exchange or return to be approved, the product must meet the following requirements:

• Be in its original packaging;
• Show no signs of use, odors, or damage;
• Be accompanied by the Warranty Certificate;
• The label/seal must not have been broken.

Attention: Anna Prata is not responsible for accepting the exchange or return of any product where the defect occurred due to misuse or breakage, or that does not meet the conditions listed above.

We certify the quality and authenticity of our creations by providing a 1 (one) year warranty from the date of purchase.

This warranty exclusively covers manufacturing defects and potential plating peeling. To validate your claim, the presentation of the original Warranty Certificate is mandatory.

Exclusions

Please note that the warranty is void in cases of damage resulting from misuse, such as:

• Broken, dented, or scratched pieces;
• Natural wear and tear;
• Contact with chemical agents.

Upon receiving the item, the Anna Prata quality team will conduct a rigorous technical evaluation within a period of up to 30 (thirty) days.

• Confirmed Manufacturing Defect: We will proceed with the repair of the piece or provide a replacement with a new unit of the same model.
• Product Unavailability: If the model has been discontinued, the full value of the piece will be issued as store credit, allowing you to choose a new piece of jewelry from our website.

• With any manufacturing defect;
• With total or partial detachment of the plating;
• With ruptures or cracks in the clasps.

Please note that the warranty does not cover damage resulting from misuse, accidents, breakage, contact with chemical agents, or natural wear and tear.

In the following cases, free exchange or repair will not be authorized:

• Tarnished due to dirt or buildup;
• Broken pieces;
• Incomplete items (missing parts);
• Scratched surfaces;
• Snapped chains or cords;
• Dented or crushed items;
• Reddish tint (exposure of the base metal);
• Fitting components/Findings;
• Normal wear and tear from constant use;
• Resin detachment or discoloration.

For cases outside of the warranty period or wear from continuous use, we offer a Re-plating Service subject to a quote.

This allows you to restore the shine of your Anna Prata pieces and make them look brand new again.

Please contact our team for pricing and lead times here.