Refund policy

This Return and Refund Policy applies to purchases from MKPBR, operated by MKPBR Global LLC.

Return and Refund Policy – MKPBR

We have a 7-day return policy, which means you have 7 calendar days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it – unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

🇪🇺 Consumers in the EEA/UK — 14-day right of withdrawal

If you are a consumer resident in the European Economic Area or the United Kingdom, you have a statutory 14-day right of withdrawal, as set out in Addendum A of our Terms of Use. For these consumers, the 14-day period prevails over the 7-day window above. This right does not apply to sealed goods which are not suitable for return for health-protection or hygiene reasons and were unsealed after delivery (this covers most cosmetics, personal-care, and supplement products), nor to other categories excluded by law.

✅ Conditions for a return to be accepted:

All item packaging and documentation (boxes, manuals, warranty cards, certificates of authenticity, grading, and appraisal) must be returned with the item. Packaging must be unopened and seals intact (if applicable).
Items must be new and unused, without marks, scratches, or any sign of damage.
Any item that, due to customer negligence, misuse, or tampering, is damaged, missing parts, or unsellable will not be accepted and will not be refunded.
Any item that has been resized, altered, or damaged after delivery is not eligible for return.
Once the order is processed and in transit to the shipping address, it is no longer eligible for return, even if within the return window (this does not affect the EEA/UK right of withdrawal described above).

📦 How to initiate a return:

You can request a return in one of the following ways:

Go to your order page and click REQUEST RETURN.
Email us at: mkpbr@mkpbr.com.
Use our returns portal: https://mkpbr.com/pages/returns-portal.

Once we receive your request, our team will review it and respond within 5 business days.

🚫 Items that are NOT eligible for return:

Cosmetics, personal-care, and beauty products, for health and hygiene reasons.
Food and edible products, and perishable goods (such as flowers or plants).
Custom products (such as personalized items or special orders).
Hazardous materials, flammable liquids, or gases.
Sale items or gift cards.
Orders placed through the Personal Shopper service → view the specific policy here: Personal Shopper Services Policy.

EEA/UK consumers: the statutory exceptions to the right of withdrawal apply as described above.

💸 Return shipping:

Return shipping to Brazil is the responsibility of the customer. We can provide a prepaid return shipping label upon request, and in such cases the shipping cost will be deducted from the refund amount.

🛡️ Customs hold or seizure — Guaranteed Delivery:

If your order is held or seized at customs and cannot be released for delivery, it is covered by our MKPBR Guaranteed Delivery Program, and you will receive a 100% refund. This coverage applies to holds or seizures that are not caused by your failure to act: if the order cannot be released because you did not provide information or take an action required by customs or the carrier, it is treated as an undeliverable order (see below) and is not eligible for a refund. A mere customs delay, where your order is still expected to be delivered, does not qualify for a refund (see below).

🚚 Undeliverable orders:

If the shipping carrier (e.g., FedEx) is unable to deliver your order because no one was available to receive it, and:

MKPBR's support team attempts to contact you without success, and
You do not contact the carrier or MKPBR before the carrier's storage deadline,

➡️ The order will either be discarded at the destination or returned to Brazil, and in both cases it will not be eligible for a refund, as all delivery attempts were exhausted. This applies to both store items and Personal Shopper orders.

The same applies when customs or the carrier requires information or an action from you (as the recipient and importer of record) to clear or release the shipment — such as identity or tax documents, or a response to customs — and you do not provide it within the required time, resulting in the order being returned to Brazil or discarded. In that case the order is not eligible for a refund.

⏱️ Delivery timeframes & customs clearance:

The estimated delivery times shown at checkout are projections only and may vary depending on customs clearance procedures in Brazil and in the destination country.

MKPBR is not responsible for customs delays, and such delays do not entitle the buyer to a refund or return. We monitor all shipments closely and act proactively to resolve customs-related issues whenever possible.

💡 Please remember that this is an international shipment from Brazil, which is different from a domestic purchase. Since we use express couriers, deliveries are typically fast and reliable.

🔁 Exchanges:

The fastest way to get the item you want is to return the one you have, and once the return is accepted, place a new order for the desired product.

💳 Refunds:

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund request.

If your return is approved:

The refund will be issued automatically to your original payment method.
Shipping fees, import duties, taxes, and any fees charged at checkout are non-refundable, except where the return is due to an error by MKPBR (such as a defective or incorrect item) or where mandatory consumer law requires otherwise (e.g., the EEA/UK right of withdrawal, under which standard delivery costs are reimbursed).
Customs fees or clearance charges paid locally by the customer are also non-refundable.
If we provided a prepaid return label, its cost will be deducted from the refund amount.

Refunds may take 5 to 10 business days to appear on your bank or card statement, depending on your financial institution. If the refund hasn't appeared after this time, please check with your bank or card provider before contacting us.

❌ Refunds will not be issued in the following cases:

If the returned item is used, damaged, missing parts, or not in resellable condition due to customer mishandling.
If the return request is made after the applicable return window (7 calendar days, or 14 days for EEA/UK consumers).
If the product was already in transit, and the buyer requested a refund without receiving or returning the item.
If the order was undeliverable due to recipient absence, and the buyer did not contact the carrier or MKPBR in time, resulting in the package being discarded or returned.
If the order could not be released or delivered because the buyer did not provide information or take an action required by customs or the carrier within the required time, resulting in the package being returned or discarded.
For any item that does not meet our return policy conditions, including Personal Shopper orders.