Returns, Damage and Claims Policy

1. Scope

This policy applies primarily to professional wholesale transactions. The accepted quotation, order confirmation or separate contract may establish specific claim periods and remedies that take priority.

2. Handmade characteristics

Natural differences in colour, fibre, grain, texture, dimensions and finish are inherent to artisan production. Reasonable variation from samples or photographs is not automatically considered non-conformity.

3. Inspection on delivery

The buyer should inspect the number of packages, external condition and apparent shortages immediately on delivery. Visible transport damage should be recorded with the carrier whenever possible before the delivery document is signed.

4. Notice of a claim

Unless the accepted commercial documents state another period, visible damage or shortage should be reported within seven calendar days after delivery. A suspected hidden manufacturing defect should be reported promptly after discovery and with enough information for assessment.

5. Required evidence

A claim should include the order or invoice reference, SKU, affected quantity, photographs or video, packaging evidence, description of the issue and any carrier report. Goods and packaging should be preserved until instructions are provided.

6. Assessment and remedies

Mileva Internacional may request additional evidence or inspection. Depending on the confirmed cause, availability and commercial agreement, a remedy may include replacement, repair, credit, partial refund or another written solution. No return should be shipped without prior written authorization.

7. Exclusions

Claims may be rejected where damage results from misuse, incorrect storage, normal wear, unauthorized modification, destination handling, failure to follow care instructions or normal handmade variation.

8. Custom products and cancellation

Custom, private label or made-to-order products generally cannot be returned because of a change of mind after approval. Cancellation costs are governed by the accepted quotation and Wholesale Terms.

9. Transport claims

Responsibility for transport damage depends on the delivery terms, insurance and allocation of risk stated in the quotation. The buyer must cooperate with documents needed for a carrier or insurance claim.

10. Mandatory law

Nothing in this policy limits rights that cannot legally be waived. If a transaction is legally classified as a consumer relationship, mandatory Brazilian consumer protections apply where relevant.