My client requested an exchange for a custom-made piece. Am I obligated to accept?

In the fashion industry, many brands offer custom-made or bespoke products. A common question is: if a client requests an exchange, is the brand obligated to comply?

According to the Brazilian Consumer Protection Code (Law No. 8,078/1990, Art. 49), the right of withdrawal allows consumers to cancel purchases within seven days for products bought outside the commercial establishment, such as online sales or phone orders. However, custom-made or personalized products are not covered by this right, unless they have defects or quality issues.

Therefore, if the product was made according to the client’s specifications without defects, an exchange is not mandatory. It is essential that sales procedures clearly communicate these conditions, using contracts or purchase terms to prevent misunderstandings and ensure legal security for the brand.

Specialized Fashion Law legal counsel helps formalize these procedures, protecting the brand from potential disputes and ensuring that made-to-measure sales are conducted transparently and in compliance with Brazilian law.