Returns & Refund Policy

Because our products are handcrafted, fresh and perishable, returns and refunds are handled with special care. This Policy explains the conditions under which returns, exchanges and refunds may be granted for products purchased from Katia Torres Artisan Bakery.

1. About Our Products

Katia Torres Artisan Bakery — operated by Katia Regina Muniz Machado Torres, a sole proprietorship registered under CNPJ 33.500.717/0001-51 — produces bakery and confectionery items (CNAE 10.91-1-02) and prepared foods primarily for home consumption (CNAE 56.20-1-04).

All products are freshly made and perishable. They are best enjoyed within the shelf life informed at the time of purchase and stored according to the recommendations provided.

2. Right of Withdrawal (Distance Purchases)

For purchases made by consumers outside our physical premises (e.g., through this website, by phone or by messaging app), the Brazilian Consumer Defense Code (Lei nº 8.078/1990), Article 49, grants the right to withdraw from the contract within 7 (seven) calendar days counted from the date of purchase or receipt of the product.

Please note: as authorized by law, this right may be limited for perishable products that have already been consumed, altered or whose suitability for sale has been compromised by handling after delivery.

3. Quality Issues

We are deeply committed to the quality of every product we make. If you receive a product that presents any of the issues below, please contact us as soon as possible — and, if possible, on the same day of delivery:

• The product is significantly different from what was ordered
• The product is damaged, incomplete or arrived in an unsuitable condition
• The product shows clear signs of poor preservation upon delivery
• There is an evident issue with flavor, texture or appearance not consistent with the recipe

Whenever possible, please send us clear photographs of the product so we can assess the situation promptly.

4. How to Request a Return or Refund

To request a return, exchange or refund, please contact us by email or phone with the following information:

• Full name and contact details
• Date and channel of purchase
• Description of the product(s) involved
• Reason for the request
• Photographs of the product, when applicable
• Proof of payment
• Bank details for refund, when applicable

Send your request to: katiatorres@gmail.com or call us at +55 (48) 9616-4708.

5. Possible Outcomes

After analyzing your request, we may — at our discretion and depending on the situation — offer one of the following solutions:

• Replacement of the product, in whole or in part
• Credit for use in a future order
• Full or partial refund of the amount paid
• Repair of the issue, when reasonably possible

6. Refund Processing Times

Once the refund has been approved, the amount will be returned using a method compatible with the original payment, within the following estimated timeframes:

• Pix: up to 5 (five) business days
• Credit card: up to 2 (two) subsequent billing cycles, depending on the card issuer
• Bank transfer / boleto: up to 10 (ten) business days

7. Situations Not Eligible for Refund

Outside the legal right of withdrawal, the following situations are generally not eligible for refund:

• Custom or made-to-order products already produced or delivered
• Products altered, consumed or damaged after delivery
• Requests made after the shelf life or recommended consumption period
• Issues caused by improper storage or handling by the customer after delivery
• Mere change of taste preference once the product has been consumed

8. Order Cancellation

Orders may be cancelled by the customer before production begins. Once production has started — especially for custom cakes, special orders and event catering — cancellation conditions follow the terms agreed at the time of the order.

9. Dispute Resolution

We do our best to resolve any concerns in a friendly and timely manner through direct dialogue with our customers. Should an amicable solution not be reached, the courts of the City of Florianópolis, State of Santa Catarina, Brazil, are elected as the competent forum to settle any disputes related to this Policy.

10. Changes to This Policy

This Policy may be updated at any time. The current version will always be available at this address, with the corresponding effective date.

11. Contact Us

For any questions or to start a return / refund request, please get in touch through the official channels below: