Exchanges and Returns

Our exchange policy is designed to provide customers with complete confidence in the products purchased from our store.

All our products are covered by a warranty against manufacturing defects.
We also exchange products that differ from what the customer originally ordered.

If you receive a product from us with a manufacturing defect or one that differs from your order, please follow the steps below to request an exchange:

  1. If more than 7 business days have passed and the product shows a defect or issue, contact us with the following information:

    • Your CPF (Brazilian taxpayer number)
    • Order number
    • The product to be returned
    • Description of the defect

  2. Once we receive your email, we will forward your request to our Quality Control Department for evaluation. Authorization from this department is required for a potential exchange. After the analysis, we will contact you with the results and next steps, including whether an exchange is necessary.

The deadline to request an exchange for this reason is 90 days after receiving the product.
Please note that exchanges or refunds will not be processed after this period.

Your claim will be reviewed within 7 business days, and if the issue is confirmed, we will contact you via email. At that point, you can choose one of the following options:

  • A refund for the amount paid.
  • A replacement product identical to the one ordered.
  • A product of similar value.
  • A coupon for the product value to use in future purchases.

Virtual Purchase Cancellation Policy

According to the CDC (Consumer Defense Code), cancellation requests for online purchases must be made within 7 calendar days from the delivery date.

For credit card refunds, our financial department has up to 7 business days to process the request with the credit card operator. The timeframe for the balance to return to your card can take up to 120 days, depending on the card operator and your billing cycle.

If a refund is required, it will be issued to a current account within 10 business days after quality review and must be processed to an account registered under the same CPF used for the purchase on our site.

Important Notes

  • Products returned without prior communication, outside the specified timeframe, missing items, tags, or invoices will be sent back to the customer.
  • Products rejected by our Quality Control Department after evaluation will also be returned to the customer via "Sedex a Cobrar," and the shipping cost will be the customer’s responsibility.

Attention: Prime Sports is not responsible for shipping costs related to returns followed by refunds, chargebacks, or exchanges for other products. These expenses are the customer’s responsibility.