It is up to you to decide how to proceed with these requests, either to approve or close (decline) them. If you decide to close a request, we encourage you to tell the buyer the reason, providing as much detail as possible.
Keep in mind that the buyer may decide to file an A-to-z Guarantee claim if you close the return request or issue a partial refund. The buyer's claim will be reviewed, and you will be asked to provide additional information.
Brazilian Law requires, including, but not limited to, a 7-days return window counting from the effective delivery date, with return shipping costs fully paid by the Seller. In case of defective items, there is a 90-days complaint window.