Return and Refund Policies

Return and Refund Policy

1. Dissatisfaction with the Product

If the customer is not satisfied with the product, they will have 7 (seven) calendar days from the date of receipt to request a return.

The first step for an exchange or return is to access our return and exchange center:

https://somniq.troque.app.br/

To proceed with the exchange/return, the product must show no signs of use. It must be sent directly to our distribution center. After receipt and verification of compliance with the return conditions, we will process the refund or exchange of the merchandise within 5 (five) business days.

Our team will guide you through the entire product return process via our return and exchange center and email notifications.

For returns due to dissatisfaction: As soon as we receive the product, we will carry out an inspection to confirm compliance with return conditions. Once confirmed, you will receive a store gift card that can be used to choose another product at no additional cost.

You may choose:

1. Exchange for any other product available in our stock.
2. Receive a refund of the amount paid for the products (please note that shipping costs will not be refunded if the correct item in perfect condition was delivered).

After approval of the return request, the customer will have up to 5 business days to ship the product. If the product is not shipped within this period, the request will be automatically canceled, and the process will no longer be available.

Frequently Asked Questions

I requested an exchange. How long does it take to receive my product?
After confirmation of the return at our Distribution Center, we will inspect the product’s condition. If everything is in order, we will issue the store credit voucher. The new product will be shipped within 5 (five) business days after the voucher is used in a new purchase, at no additional cost, through our website.

In cases of exchange or return due to dissatisfaction, sizing, or product incompatibility, we will carry out a quality inspection. If signs of use are found, the item will be returned to the sender without prior notice.

In cases of exchange or return due to product defects, we will also carry out a quality inspection. If signs of misuse are found, the item will be returned to the sender without prior notice.

I requested a return. How long does it take to receive my refund?

• If the payment was made via bank slip (boleto), the refund may be issued as store credit for a new purchase. If you do not want store credit, we will process the refund via a virtual account on PagSeguro or Mercado Pago (you can create a free account to receive the refund).
• If the payment was made via credit card, the refund may be issued as store credit for a new purchase or as a direct chargeback to your credit card.

Please note that credit card issuers may take 30 to 60 days for the refund to appear on your statement.

If you have further questions, please contact us through our Customer Support channels.

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