At Leevero, we want your shopping experience to be simple, safe, and transparent.
That’s why we provide clear rules for cancellations, exchanges, and returns.
Response time: after submitting your request by email, our team will respond within up to 3 business days.
Order Cancellation
Cancellation can be requested within up to 48 business hours after purchase confirmation, as long as the order has not yet been processed, prepared for shipping, or handed over to the carrier.
After this period, or if the order is already in the logistics process, cancellation may no longer be possible. In such cases, the request must follow the return rules after receiving the product.
When can I request an exchange or return?
You may contact us in the following situations:
Change of mind
Returns can be requested within the legal period, provided the product is:
unused;
in original condition;
with original packaging, when applicable.
Manufacturing defect
If the product has a defect upon arrival, please send evidence for review.
Damaged product
If the item arrives damaged, contact us with photos or videos for verification.
Size exchange
If the product does not fit as expected, we may offer a size exchange for unused items, according to this policy.
Important: requests related to size preference, fit, or comfort will be treated as an exchange, not a refund.
Important information about sizing
Our products follow an international sizing standard, which may differ slightly from local expectations.
Please note:
the size selected on our website corresponds to the actual fit based on our size chart;
in some cases, the internal label may show a different size (usually larger), due to manufacturing standards;
this does not indicate an error and does not affect the product fit.
We always recommend choosing your size based on the measurements in centimeters provided in our size guide.
Conditions for exchange or return
To be approved, the product must:
be unused;
be in original condition;
show no signs of washing, damage, or misuse;
be returned, when applicable, with original packaging and all received items.
Intimate products
For hygiene reasons, used, washed, damaged, or improperly handled intimate products cannot be returned or exchanged, except in cases of proven manufacturing defects.
Return period (change of mind)
According to applicable law, customers may withdraw from the purchase within 7 calendar days after receiving the product.
The item must be returned:
unused;
in original packaging;
with all accessories and components received.
In case of defect or damaged product
If the product presents a manufacturing defect or arrives damaged, please send:
full name;
order number;
email used for the purchase;
description of the issue;
photos or videos, if applicable.
After confirmation:
Refund: within up to 30 business days
Exchange: replacement item sent within 15 to 30 business days
When applicable, we will provide a return label or instructions for returning the item.
Shipping costs
When Leevero covers the costs
Leevero will cover shipping costs in cases of:
shipping errors;
manufacturing defects;
damaged products.
Return due to change of mind
In these cases, return shipping costs may be the customer’s responsibility, according to applicable law.
Size exchange
In approved cases, the replacement item will be shipped at no additional cost.
Original shipping
Original shipping costs are non-refundable.
Delivery attempts
It is the customer’s responsibility to provide accurate delivery details and ensure that someone is available to receive the order.
If delivery cannot be completed due to:
incorrect, incomplete, or inconsistent address;
absence of a recipient;
failed delivery attempts by the carrier;
the order may be returned, redirected, or discarded according to the carrier’s policies.
In such cases:
reshipping may require a new shipping fee;
any refund will be evaluated on a case-by-case basis and according to applicable law.
How to request
To request a cancellation, exchange, or return, please send an email to:
info@leevero.com
Including:
full name;
order number;
email used for purchase;
reason for request;
photos or videos, if applicable.
Our team will respond within up to 3 business days.
How the process works
Request review
Our team will evaluate your request and respond within up to 3 business days.
Return instructions
When applicable, we will send instructions or a return label.
Product shipment
The customer must safely pack and send the item within the informed timeframe.
Inspection
After receiving the item, it will be inspected to determine eligibility.
Conclusion
Exchanges: a replacement product will be sent after approval;
Refunds: processed according to the original payment method after approval;
Approved cancellations before shipping: the order will be canceled and refunded according to the payment method.
Refund methods
Credit card
Refunds may take up to 10 business days after approval, depending on the card provider.
Bank transfer
Processed within up to 10 business days, only to an account under the purchaser’s name.
Final provisions
Leevero reserves the right to:
refuse requests that do not comply with this policy;
request additional information or documentation;
deny requests in cases of fraud, bad faith, abuse of policy, or misuse.
