Our product exchange policy aims to provide customers with total security in relation to products purchased in our store.

All our products are guaranteed against manufacturing defects.

We also exchange products that are different from those ordered by the customer.

If you receive a product from us with a manufacturing defect or different from what you ordered, please follow these steps to make the exchange:

If you have exceeded the 7 working days and the product is faulty or defective, contact us, informing CPF, order number, the product to be returned and the defect.

As soon as we receive your e-mail, we will send your request to our quality department for verification. Authorization from this department will be required for a possible exchange to be made. Once the analysis has been carried out, we will get back to you with our opinion and whether an exchange is necessary.

The deadline for requesting an exchange for this reason is 90 days after receiving the product.

Please note that we will not make exchanges or refunds after this period.

  1. Your complaint will be analyzed within a maximum of 7 working days and, if the problem is found, we will contact you via e-mail and you can choose one of the following alternatives:

    Receive a refund of the amount paid.
    Receive a new product just like the one you ordered.
    Receive a product of similar value.
    Receive a coupon with the value of the product to use on future purchases.

    According to the CDC (Consumer Defense Code), the request for cancellation of virtual purchases must be made within 7 working days after the date of receipt.

    For credit card refunds, our finance department has a maximum of 7 working days to process the charge with the credit card company and the deadline for the balance to be returned to your credit card is up to 120 days according to the credit card companies and depends on the closing date of your invoice.

    If a refund is necessary, it will be made to a current account within a maximum of 10 working days after the quality analysis and can only be made to an account with the same CPF that was used on our site.

    In the case of products returned without prior communication, after the deadline, with missing or different items, without the label or invoice, they will be sent back to the customer.

The same applies to exchanges that are not accepted after analysis of the products by our quality department. They will be sent back to the customer using the Sedex collect method and the freight for this return will have to be paid by the customer.

Please note: HGL is not responsible for freight costs for returns followed by refunds, chargebacks or exchanges for other products; this is the customer's responsibility.