Refund policy
You have the right to withdraw from your purchase within 7 (seven) calendar days of receiving the product, in accordance with Article 49 of the Brazilian Consumer Protection Code (Código de Defesa do Consumidor). This right also applies to customized pieces.
To exercise your right of withdrawal:
- Send an email to estudio@jacquelinebenevides.com.br or a WhatsApp message to +55 (41) 99145-9860, within the 7-day period, stating your order number.
- The piece must be returned unused, with all accessories, in its original packaging (including the internal protective materials, which are custom-made for transport).
- Return shipping costs are covered by us. We'll send you instructions and, when applicable, a prepaid label or arrange a carrier pickup.
Once the piece is received and inspected, the amount paid — including shipping — is refunded in full, within the timeframes described in item 6.
2. Cancellation before shipping
If your order hasn't yet entered production, it can be cancelled at no cost, with a full refund.
If production has already started and you wish to cancel outside the scope of item 1, please contact us: we'll assess the production stage case by case and let you know in writing, before you make any decision, the amount to be refunded.
3. Manufacturing defects
Our pieces carry a 90 (ninety) day legal warranty against manufacturing defects, counted from the date of receipt, in accordance with Article 26 of the Brazilian Consumer Protection Code.
If you identify a defect, contact us with photos and videos showing the issue. We'll have up to 30 days to resolve it. If a repair isn't possible, you can choose between a replacement, a full refund, or a proportional price reduction.
The warranty does not cover: natural wear from use, damage caused by direct exposure to sunlight, rain, excessive humidity, heat, fire, or chemical products, damage from improper handling or cleaning, and alterations made by third parties. See the care instructions in our Legal Notice.
4. Shipping damage
Check the packaging at the moment of delivery. If the box is crushed, torn, wet, or shows signs of tampering:
- Note the issue on the delivery receipt with the carrier, or refuse the delivery; and
- Photograph the closed packaging, the opened packaging, and the piece, and send them to us within 7 calendar days of receipt.
Once shipping damage is confirmed, we'll remake the piece or refund the amount paid, at no additional cost to you.
5. Situations that don't qualify for a return
Because these are handmade works, each piece has small natural variations in finish, petal drape, and tone from one piece to another. This is a feature of handmade work, not a defect.
Color differences between the website photo and the physical piece can also occur due to screen calibration and photography lighting. If color is critical to your project, contact us before purchasing — we'll send material references and samples.
These considerations don't affect the right of withdrawal described in item 1.
6. Refund timeframes
Refunds are issued using your original payment method.
- Credit card: the refund is requested from the card issuer within 5 business days of the return being approved and appears within up to 2 subsequent statements, depending on your card's closing date.
- Other payment methods: refunded by bank transfer within 10 business days of approval, to an account held by the buyer.
7. Scenic design and installation projects under contract
Scenic design projects, installations, panels, and made-to-measure pieces developed from a briefing, contracted through a commercial proposal or a specific contract, are not covered by this policy. Cancellations, postponements, scope changes, and refunds in these cases follow the terms of the signed contract between the parties.
8. How to request
Email contato@jacquelinebenevides.com.br with your order number, the reason for your request, and, in case of a defect or damage, photos and videos. We reply within 2 business days with instructions.
Last updated: September 23, 2026.