Refund policy

Refund and Return Policy

At MS Soluções para Joalheria, we value our customers' complete satisfaction and transparency in every transaction. With over 30 years of experience, our priority is to provide files with high technical precision.

Please read the conditions below carefully before purchasing digital files (STL).

1. Right of Withdrawal (Digital Products)

Under Article 49 of the Brazilian Consumer Protection Code, customers have up to 7 days to cancel a purchase. However, specific rules apply to digital products (downloads):

  • A full refund will be granted as long as the file has not yet been downloaded.

  • Once the download link has been accessed and the file has been downloaded, the product is considered consumed, and the digital copy cannot be "returned".

2. Technical Errors or Corrupted Files

If you encounter any technical difficulty with the file (opening error, open mesh, or a modeling problem that prevents printing), the procedure is:

  1. Contact our support via WhatsApp (+55 17 99161-0535) or email.

  2. Our technical team will review the file and send a corrected version within 48 business hours.

  3. If the error persists and we are unable to provide a working file, the full purchase amount will be refunded.

3. Purchases Made by Mistake or Duplicate Purchases

If you accidentally purchase the same model twice, please contact us immediately. We will check your purchase history and refund the duplicate amount or exchange it for another model of the same value of your choice.

4. Dissatisfaction with the Design

The images displayed on the website are faithful renderings of the STL files. We do not issue refunds after download based on personal taste or because the customer does not have the software needed to open the file. Please read the technical description (weight, stones and measurements) before purchasing.

5. Refund Procedure

Once a refund is approved, it will follow the rules of the payment method used:

  • Credit card: The refund will appear on your statement within the next two billing cycles (card issuer timelines).

  • Pix: The refund will be credited to the original account within 24 hours after approval.

Support Channels

To request a refund review, please use our official channels and include your order number: