Refund and Exchange Policy

Refund and Return Policy

At MS Soluções para Joalheria, we value transparency, technical quality, and customer satisfaction. With over 30 years of experience in the jewelry industry, we develop high-precision digital files for 3D printing and jewelry manufacturing.

Before completing your purchase of digital files (STL), we recommend reading the conditions below.

1. Digital Product Delivery

After payment confirmation, the STL file is sent to the email provided during purchase within 24 hours.

2. Right of Withdrawal – Digital Products

In accordance with the Consumer Defense Code (Art. 49), the customer may exercise the right of withdrawal within 7 calendar days after purchase.

For digital products (STL files), the following conditions apply:

A full refund will be granted provided that the file download has not yet been initiated.
Once the download link is accessed and the file is downloaded, the product is considered delivered and consumed, making it impossible to return digital copies.

3. Technical Issues or Corrupted Files

If a technical problem is identified in the purchased file, such as:

opening error
corrupted file
non-manifold mesh
technical issue preventing printing

the customer must contact our support team at contato@mssolucoesjoalheria.com, providing the order number.

After analysis by the technical team, a corrected version of the file will be provided within 48 business hours. If it is not possible to provide a functional file, the full purchase amount will be refunded.

4. Duplicate or Accidental Purchase

If the customer makes a duplicate purchase of the same file by mistake, we recommend contacting our support team as soon as possible. After verifying the purchase history, we may:

process a reversal of the duplicate charge, or
offer an exchange for another model of equivalent value, according to the customer's preference.

5. Dissatisfaction with Design

The images shown on the website are faithful renderings of the STL files, developed to accurately represent the model's design. As this is a digital product, we do not provide refunds after download based on:

personal design preference
lack of familiarity with 3D software
incompatibility with customer equipment

We always recommend carefully checking the technical product information before finalizing your purchase.

6. Refund Procedure

After a refund is approved, the amount will be returned according to the payment method used:

Credit Card: The reversal will be processed by the card issuer and may appear within two subsequent billing cycles.
Pix: The refund will be made to the original account within 24 hours after the request is confirmed.
PayPal: The refund will follow PayPal's policies, within 5 business days.