Delivery Policy


Delivery policy:

1. General conditions

Deliveries are from Monday to Friday, from 8am to 7pm.

The delivery time is counted from the confirmation of payment in working days, that is, it does not include Saturdays, Sundays and holidays.

“Exceptionally” deliveries may occur on Saturdays, Sundays and holidays.

IMPORTANT: after the order is finalized it is not possible to change the form of delivery, request advance or priority. All delivery times take into account the stock, the region, the invoice issuing process and the product preparation time. At each update on the order status our system automatically sends alert e-mails. Therefore, it is important to keep your e-mail updated in the register.

After the order is completed, it is not possible to change the delivery address. If you have provided the wrong address, please contact the customer service department.

IMPORTANT: for security reasons, under no circumstances do our operators change the delivery address or the customers’ registration data.

If you have provided the incomplete address, please contact the customer service department and inform the missing data.

IMPORTANT: you can only add additional information such as block, floor, reference point. It is not allowed to change the name of the street or the building/house number, for example.

The delivery can only be done to a person over 18 years old who presents identification document.
It is forbidden to the carrier:

– entering the home;

– deliver by alternative means (e.g.: hoisting product by window);

– perform installation or maintenance of products;

– open the product packaging;

– deliver to an address different from the one listed on DANFE;

– deliver to minors or without identification document.

2. When refusing delivery

The products are sent to the customer exactly as they were delivered to us by the manufacturer. If any of the following occurs, please refuse to receive the goods and write the reason for the refusal on the back of DANFE:

– open or damaged packaging;

– damaged product;

– product in disagreement with the order;

– lack of accessories.

If you still accept the product, please contact the customer service within 72 hours.

Return

Return Policy

All occurrences involving exchange or return must be made within 7 (seven) days from the date of delivery, with the exception of Fashion items, whose term is up to 30 (thirty) calendar days, and must be reported to our customer service department.

1. When refusing the product

The products are sent to the customer exactly as they were delivered to us by the manufacturer. If any of the following occurs, refuse the receipt and write the reason for the refusal on the back of the DANFE (Electronic Invoice Auxiliary Document):

– open or damaged packaging;

– damaged product;

– product in disagreement with the order;

– lack of accessories.

If you still accept the product, please contact the customer service within 72 hours.

2. Exchange or cancellation of purchase

The return of any product can only be made within 7 (seven) days from the date of delivery with the exception of Fashion items, whose term is up to 30 (thirty) calendar days. In this period, if the product presents a defect, or if you are not satisfied with the purchase, communicate our sector of customer service and request the exchange.

To exchange a product, the following conditions must be met:

– the product must be sent in its original packaging, without signs of use, without violation of the original seal of the manufacturer, accompanied by DANFE , the manual and all accessories.

– When requesting to give up products in the categories Fashion, Wine, CDs, DVDs and Books it is important the label /acre of the product.

If the product, together with the packaging in which it was delivered, weighs less than 15Kg and its dimensions do not exceed 105cm high, 105cm wide and 105cm long, the return can be made by post. Otherwise, the product will be collected by the carrier on an agreed date, at the same place of delivery. The collections are made from Monday to Friday, from 8am to 7pm. Our transporter leaves, in the place, a voucher of the collection.

In case of post, our operators will send, by e-mail, the post code that must be presented at the Post Office agencies. This process is free of charge.

(IMPORTANT: Franchised Post Offices (ACF) do not accept the use of the Post Qualification Instrument).

 

It is essential to follow the instructions:

– condition the product in its original packaging or similar;

– return all the items / accessories that accompany the product;

– Add the second copy of the DANFE received upon delivery. It is essential that it is sent so that the product can be identified;

– report, on the back of the DANFE, the reason for the return.

3. Deadline for cancellation of the exchange

The partner has up to 30 (thirty) calendar days, counted from the date of receipt of the product in its Distribution Center, to send another product to the customer.

4. Refund of the amount paid

The refund of the amounts paid using the same payment method chosen in the purchasing process.

For purchases paid by credit card, the card administrator will be notified and the chargeback will occur on the next or the next invoice, at once, whatever the number of installments used in the purchase. The reimbursement period depends on the card administrator.

For purchases paid with a bank bill or debit account, the refund will be made by bank deposit, within 10 (ten) working days, only in the current account of the buyer, which must be individual. The CPF of the current account holder must be the same as the one included in the order (CPF of the client). If the buyer does not have a current account that meets the above conditions, a Payment Order will be sent, within the same period, on behalf of the owner of the purchase. It can be redeemed at any branch of Banco Itaú, upon presentation of ID and CPF.

The refund of the values will be processed only