Only this month, prices are at cost level!
This exchange policy is valid from Sep 2022.
We have developed an exchange and return policy, based on the consumer code.
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General Terms
We use state-of-the-art technology for the manufacture and distribution of our products, striving for quality and customer satisfaction. For respect and to maintain the credibility earned with its consumers, the company created the policy of exchange, return and regret in accordance with the Consumer Defense Code.
Article 49 of the Brazilian CDC (Consumer Code):
"The consumer may withdraw from the contract, within 7 days from the act of receipt of the product or service, whenever the contract for the supply of products and services occurs outside the commercial establishment, especially by telephone or at home.
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The giving up or the regret occurs only when the purchase is made outside the commercial establishment. In this case, the consumer must express his interest in giving up the purchase within 7 (seven) calendar days from the date of receipt of the product; if the deadline is not respected, he will be under penalty of loss of the right to give up.
To return the product, it is necessary that it be in great condition, with no signs of improper use or physical damage (e.g.: dents, scratches, oxidation, disfigurement of the purchased item, burnt component, use of inauthentic accessory). Remember: It is mandatory to return the product with its original packaging. Returns will only be accepted, for any reason, when the product packaging is returned without any damage.
The exchange will depend on the availability of the product in stock. If the product is not in stock, you can choose one of the following alternatives:
- Choose another product, paying or receiving back the difference in values, if any; or receive a refund of the amount paid. In addition the customer can choose the store credit, using it in new purchases.
The desistance must be informed through e-mail contact and our team will guide you on how to proceed.
After receiving the respective product(s) in our address we will analyze it, and if it is within the norms of return we will return the contact so we can solve what happened.
The amount refunded refers to the amount paid for the returned product(s), i.e., taking into account any discounts and/or promotions available on the site.
Example: If you bought the promotion "Buy three get two" and paid for the products R$ 479.70 and within 7 days opts to give up the promotion, the calculation is
Amount paid: $479.70 for 3 products
Product unit value: R$159.90
If you return 4 units the values to be returned are:
R$479.70 - R$159.90= R$319.80 return value
The values will be refunded, totally or partially, in the same form of payment chosen at purchase:
Credit Card: The card administrator will be notified and the refund will occur according to the deadline that appears in the policy of your card administrator. The deadline and the refund procedure for the customer depends on the policy of the card issuer, and may be on the next or subsequent invoice.
Boleto Bancário: if the payment has not yet been made, the boleto may be disregarded and its cancellation requested by the Customer Service Department. However, if the boleto has already been paid, the refund will be made by bank deposit in up to 15 working days after the request, which can be made to the buyer's checking account (15-day deadline) or savings account (15-day deadline), which must be the holder.
A fee of R$ 5.00 will be charged on Available Electronic Transfer (TED) for each refund made by bank deposit.
For more information, please contact us via Customer Service.
You must send with the e-mail your bank details, such as account, branch, bank, CPF, full name of the account holder, so that we can speed up the whole process.
Attention: We are exempt from the obligation of attending to requests for exchange or return of any product returned without communication to customer service, out of time or with absence of items/accessories that accompany it.
Note: In case of desistance of the purchase after the invoice has been issued, please contact our Customer Service e-mail and then refuse delivery of the product. After the return of the goods to our Distribution Center, we will process the refund in the same form of payment and in the total amount paid for the purchase.
Remember: No returns that have been made without the company's authorization will be considered. Thus, no product that enters the logistics will be returned or the customer will have its chargeback made.
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If the product purchased is defective, it will be repaired or replaced by another equal to the one described in the invoice, according to the following conditions:
Up to 07 (seven) days from the date of delivery of the product, you must contact our Customer Service Channel, through the contact e-mail with the subject: "Product with factory defect".
After the period of 7 days (from receipt), you should contact our Customer Service Center for further information and indications.
We request that you send a photo of the defective/incorrect product in advance, so that our team can analyze your case and expedite service.
We will not accept products with burnt/sticky/ modified/adverse to the original factory food due to improper handling by the customer.
After receiving the respective email we will contact the customer again to inform him of the procedure that should be taken.
The process of returning defective products is based on the company's internal procedures.
Will I have to pay for the first exchange or for the return?
Exchanges made within 7 days of receipt should contact the company's Customer Service department for further information.
If you are outside the 7 days after receiving the product you will have to pay the freight cost for the product exchange.
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When requesting an exchange, it is possible to receive an exchange coupon for the same amount paid for the purchase, in case there is no product in the moment that interests you.
After the exchange voucher is released, you will receive an e-mail informing the numbering and expiration date. From that moment on, you will be able to view and unlock the voucher.
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the voucher expires one year after the date of receipt;
the voucher is identified with the purchaser's CPF, which prevents its use by third parties;
if the value of the voucher is less than the value of the new purchase, you may pay the difference by credit card or bank payment slip;
if the value of the voucher is higher than the purchase, you may use the difference for other purchases, since we do not refund the values after the period of 7 days from the receipt of the product;
if the purchase was paid in full with the voucher, payment confirmation occurs within 2 (two) calendar days.
If you have any questions about our exchange policy, please contact us at [email protected].
