At this time, purchases made at are eligible for exchanges or returns, if the following requirements are met:

  • Returns and/or exchanges of items purchased on the site are accepted within a maximum period of 7 calendar days from the day the product is received.
  • To make an exchange you must return the products and make a new purchase with the products that are required, or request an electronic credit to your account for the total amount of the return, to be able to make a new purchase.
  • Refunds will be made according to the payment method used, and the refund time will depend on the payment method chosen.
  • For the return policies to be applied, the merchandise must be returned unused, with the labels in place and must be accompanied by the original return form.

Shipping costs will only be refunded when the reason for cancellation is attributable to Carbono 14 due to not having stock and/or not being able to fill the order. 


  1. Send an email to to notify the return.
  2. Securely package and seal your merchandise in the same condition in which it was received, maintaining the labels and original packaging. Carbono 14 will send you a prepaid guide that you must print and paste on your package. You can request collection if you wish, or take the package to the nearest branch. This guide will be valid for 3 calendar days from the day it is received.
  3. The product will be verified in our warehouse and the customer will be notified if the return is appropriate or not, within the next 2 (two) calendar days.
  4. The refund time will depend on the payment method chosen from the shipping date. If you wish to receive a credit on the page for the partial or total amount of the refund, please request it via email, under the same email address.


Any defective item or product that is different from the original order can be returned or exchanged within the first 7 (seven) days of receiving the item.

Please note that all defective item(s) are subject to inspection.

Once the merchandise has been received, a refund (if applicable) for cash is not possible.