Política de reembolso
Overview
At x37x, each piece is handcrafted with care using materials such as silver, brass, copper, and Shibuichi. Because many of our items are made in small batches or to order, we ask that you review this policy carefully before purchasing.
Return Window
You have 7 calendar days from the date of delivery to request a return. After this period, we are unable to offer a refund or exchange.
Eligibility for Returns
To be eligible for a return, your item must be:
- Unused, unworn, and in the same condition that you received it
- In its original packaging, with all tags and protective materials intact
- Accompanied by proof of purchase (order number or receipt)
The following items are not eligible for return:
- Made-to-order or custom pieces (e.g., custom engraving, size adjustments, personalized commissions)
- Items marked as final sale
- Items showing signs of wear, alteration, or damage not caused by us
How to Request a Return
To start a return, contact us at xeldon37@pm.me with your order number and the reason for the return. We will respond with instructions on how and where to send your item. Items sent back without first requesting a return will not be accepted.
Return Shipping
Customers are responsible for return shipping costs, unless the item arrived damaged or defective (see below). We recommend using a trackable shipping method, as we are not responsible for items lost in transit back to us.
Refunds
Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 7–10 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.
Damaged or Defective Items
If your item arrives damaged or defective, contact us within 48 hours of delivery at xeldon37@pm.me with photos of the item and packaging. We will cover return shipping costs and offer a replacement, repair, or full refund, depending on the situation.
Exchanges
We currently do not offer direct exchanges. If you would like a different item, please return the original for a refund (subject to the terms above) and place a new order.
Late or Missing Refunds
If you haven't received a refund after the timeframe above, first check your bank account again, then contact your credit card company — processing times can vary. If you've done this and still have not received your refund, contact us at xeldon37@pm.me.
Contact
x37x
xeldon37@pm.me
Rua Massacá, 51 - Alto de Pinheiros, São Paulo SP
+55 11 98826-6848