Returns, exchanges and warranty

This is a translation provided for convenience. In case of any discrepancy, the Portuguese version prevails. Versão em português.

This Policy sets out, clearly and objectively, the rules on exchanges, returns, warranty and technical assistance for furniture purchased from Lyra Home Comércio Ltda., in accordance with the purchase contract and the Brazilian Consumer Protection Code (Law no. 8,078/1990, CDC). In the event of any discrepancy, the rule most favourable to the client prevails.

1. Made-to-order and customised pieces

Lyra Home pieces are handcrafted, made to order and customised according to the dimensions, upholstery and finishes chosen by the client and recorded in the contract. As they are made especially for each client, they cannot be exchanged because of a change of taste, colour or size, or because they do not suit the room: it is the client's responsibility, with the consultant's support, to check the dimensions of the piece and of the space before purchase, including doors, corridors, stairs and lifts.

2. Right of withdrawal

For purchases made outside the store, such as by WhatsApp, by telephone, online or during a visit to the client's home, the client is entitled to withdraw from the contract within 7 days of signing the contract or receiving the furniture, under article 49 of the CDC. Once the right of withdrawal is exercised, the amounts paid, including delivery, are refunded immediately, adjusted for inflation.

To exercise this right, simply notify the withdrawal in writing within the period, by e-mail to [email protected] or on WhatsApp +55 11 91974-6205, stating the order number.

For purchases made at the showroom, the law does not provide for a right of withdrawal; cancellation is subject to the terms of the contract.

3. Inspection on delivery and assembly

Upon delivery and, where applicable, assembly, the client or the person they designate must inspect the furniture and sign the Receipt and Inspection Form, recording any visible damage. Problems found on delivery must be reported immediately to the delivery team and then to Lyra Home's customer service.

4. Legal warranty

All furniture is covered by the legal warranty of the CDC against quality defects:

• apparent or easily noticeable defects: 90 days from delivery (art. 26, II);
• hidden defects: 90 days from the moment the defect becomes evident (art. 26, § 3).

Once a defect is reported within the period, Lyra Home has up to 30 days to remedy it, by repairing or replacing the piece or the defective part (art. 18, § 1). If the defect is not remedied within that period, the client may choose the replacement of the product, a refund of the amount paid, adjusted for inflation, or a proportional reduction in the price.

5. Assembly warranty

Assembly carried out by the Lyra Home team is guaranteed against workmanship defects for 90 days from completion of the service (art. 26, II, of the CDC).

6. What the warranty does not cover

The warranty does not cover damage resulting from:

• improper use, overloading or use other than the purpose of the piece;
• inappropriate cleaning or care products;
• prolonged exposure to sun, heat, humidity or sea air;
• falls, impacts, scratches, tears or stains caused after delivery;
• assembly, disassembly, repair or transport carried out by third parties not authorised by Lyra Home;
• natural wear and tear from use.

Natural variations in the tone, grain and texture of wood, stone, leather and fabric, as well as the natural settling of foams and fillings, are characteristics of the materials and do not constitute defects.

7. Showroom pieces

Pieces sold as "showroom pieces" are purchased as they are, at a reduced price because of that condition. Display and usage marks disclosed to the client at the time of purchase do not give rise to exchange or return; any defect not disclosed is covered by the legal warranty.

8. Additional manufacturer's warranty

Where the manufacturer offers an additional contractual warranty, it will be stated in the contract or in a separate warranty document and complements the legal warranty without replacing it (art. 50 of the CDC).

9. How to request technical assistance

The client should contact Lyra Home's customer service on WhatsApp +55 11 91974-6205 or by e-mail at [email protected], stating the order number, a description of the problem and photos or videos showing it. The team will schedule an assessment and advise on the solution and the timeframe.

10. Refunds

Amounts due to the client are refunded by the same means of payment used for the purchase or, in the case of PIX or bank transfer, to an account held in the client's name.

11. Contact

Customer service: WhatsApp +55 11 91974-6205 · [email protected] · Alameda dos Maracatins, 843, Moema, São Paulo/SP, Brazil, postcode 04089-012. Lyra Home Comércio Ltda. · CNPJ 52.192.749/0001-81.