Secure shopping from start to finish
We want every Marraf Girl to shop with confidence. That's why we've created a simple, transparent process fully aligned with consumer protection laws.
Marraf Store Policy
Marraf Store is committed to delivering carefully selected pieces with quality, attention and care throughout every stage of your order. However, we understand that you may need to request an exchange, return an item or report an issue.
This policy explains the deadlines, requirements and procedures designed to provide a clear, organized and secure experience for everyone.
| 7 Days |
Right of Withdrawal Online PurchasesCustomers may request the return of their purchase within 7 calendar days from the date of delivery, in accordance with the applicable Consumer Protection Law. |
Simple Process
All requests must be submitted through Marraf Store's official exchange platform.
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1
Access the PlatformVisit marrafstore.troque.app.br and start your request. |
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2
Provide Your InformationFill in your customer information, order details and the items involved. |
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3
Wait for Our InstructionsAfter submitting your request, you will receive instructions on how to proceed. |
Before Shipping
To preserve the quality of our garments and ensure a fair process, all returned items will be carefully inspected.
| 01 | Return all items, accessories and documents originally received with your order. |
| 02 | The item must be free from signs of use beyond simple fitting, including washing, odors, stains, alterations or any damage caused after delivery. |
| 03 | Whenever possible, keep the original tag attached to the garment and preserve the original packaging. |
| 04 | Please wait for authorization and instructions from our team before shipping your package. |
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Voluntary Exchange Size, Color or StyleExchange requests must be submitted within 7 calendar days after receiving your order. After the item has been inspected and approved, the exchange will proceed according to the availability of the selected product and the instructions provided by our team. For voluntary exchanges, shipping charges and product availability will be informed during customer service. |
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Return Right of WithdrawalFor online purchases, you may cancel your order within 7 calendar days after receiving it. You are not required to provide a reason to exercise your legal right of withdrawal within the applicable period. Once the returned product has been received and inspected, your refund will be processed using the original payment method. |
Special Conditions
For voluntary exchanges due to preference, size, color or style, sale items and white garments may be subject to specific conditions, which will be explained during customer service.
Customized or made-to-order items may also have their own exchange policies. These conditions do not affect your legal rights regarding manufacturing defects, product flaws, incorrect items or any other rights guaranteed by applicable consumer laws.
Problem with Your Item
If you receive a product with a possible manufacturing defect, shipping damage, an incorrect item or any other significant issue, please report it as soon as you notice the problem.
To speed up the review process, provide your order number and send photos that clearly show both the item and the issue. Our team will evaluate your request and provide the appropriate solution in accordance with applicable consumer protection laws.
Refund Policy
Refunds will be processed according to the payment method used for the purchase, after the returned item has been received and inspected.
| Credit Card: The refund request will be submitted to the card issuer. The time for the credit to appear may vary according to your billing cycle and your card provider's policies. |
| Pix or One-Time Payment: The refund will be processed using the payment details confirmed during customer service. |
| Right of Withdrawal: A full refund of the amount paid will be issued in accordance with the applicable consumer protection laws for online purchases. |
Delivery Notice
If your order is returned because the recipient was unavailable, the address provided was incorrect or incomplete, the delivery was refused without justification, or the package was not collected from the carrier, a new shipment may only be arranged after the package has been returned to Marraf Store and a new shipping fee has been paid.
Before completing your purchase, please carefully review the recipient's name, address, street number, additional information, ZIP code and phone number.
Quick Reminder
| Deadline | Submit your request within 7 calendar days after receiving your order. |
| Platform | Use our official exchange platform: marrafstore.troque.app.br |
| Product | Keep the item, its accessories, documents and, whenever possible, the original tag and packaging. |
| Inspection | Please wait until your item has been received, inspected and reviewed by our team. |
| Refund | Refunds will be processed according to the original payment method. |
We're Here to Help
We understand that exchanges and returns require attention and care. Our team is here to guide you through every step, making the process simple, safe and worry-free.
WhatsApp: (11) 99232-5093
Email: [email protected]
With love,
The Marraf Store Team.
Marraf Store — Transparency, Care and Respect in Every Order
