We want you to be happy with your order. If something is wrong, please contact us and we will help you find an appropriate solution.
## Damaged, defective or incorrect items
If your order arrives damaged, defective or different from what you ordered, contact us promptly at valmir@projeto1000palavras.com.br.
Please include:
– Your order number
– A description of the problem
– Clear photographs of the item
– Photographs of the packaging and shipping label
Please do not return the item before contacting us. After reviewing the issue, we may offer a replacement, refund or another appropriate solution in accordance with applicable consumer law.
## Change-of-mind returns
If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason.
To exercise this right, email valmir@projeto1000palavras.com.br before the withdrawal period expires. Include your name, order number and a clear statement that you wish to withdraw from the purchase.
We will provide return instructions before anything is sent. Our official returns and customer-service address is Rua dos Miranhas, 314, Vila Madalena, São Paulo – SP, CEP 05434-040, Brazil, but the correct return destination may depend on the product and issue. Please do not send products to this address or directly to a print partner unless we specifically instruct you to do so.
Where permitted by law, the customer is responsible for the direct cost of returning an unwanted product. Products should be returned unused, in good condition and with their original packaging where reasonably possible.
Your statutory consumer rights are not affected by this policy.
## Personalized products
The right of withdrawal may not apply to products made according to your individual specifications or clearly personalized for you, where this exception is permitted by applicable law.
A product is not necessarily considered personalized simply because it was produced after the order was placed.
## Refunds
Once a return has been received and reviewed, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. The time required for the refund to appear depends on the payment provider or financial institution.
When required by applicable law, an eligible withdrawal refund will include the original standard delivery cost. Additional delivery costs resulting from a more expensive delivery option may not be refundable.
We may withhold the refund until we receive the returned goods or evidence that they have been sent back, where permitted by law.
## Return shipping
Unless the product is damaged, defective or incorrect, return shipping costs are generally the customer’s responsibility where permitted by law.
We recommend using a tracked shipping method. We cannot guarantee receipt of returned products sent without tracking.
## Cancellations and changes
Production may begin shortly after an order is placed. Contact us immediately if you need to change or cancel an order.
We will try to help, but we cannot guarantee that changes or cancellations will be possible after production has started. This does not limit any rights available to you under applicable consumer law.
## Items returned without contacting us
Returns sent without prior instructions may be delayed, refused or sent to an address that cannot process them. Always contact us before returning an item.
## Contact
For returns, refunds or order problems, contact:
valmir@projeto1000palavras.com.br