Delivery policy:
1. General conditions
Deliveries are made from Monday to Friday, from 8 am to 9 pm.
The delivery time is counted from the confirmation of payment in business days, that is, it does not include Saturdays, Sundays and holidays.
Exceptionally deliveries can take place on Saturdays, Sundays and holidays.
Please check the dimensions of the product and make sure they are suitable for the elevators, doors and corridors at the delivery location, as we do not assemble, disassemble the product and/or doors and windows, carry it by ladder or lift it from the side from outside the building.
IMPORTANT: After completing the order, it is not possible to change the delivery method, request an advance or priority. All delivery times take into account the stock, the region, the process for issuing the invoice and the time to prepare the product. With each order status update, our system automatically sends alert emails. Therefore, it is important to keep your email address up to date.
After completing the order, it is not possible to change the delivery address. If you provided the wrong address, contact customer service and request the cancellation of the purchase.
After canceling, update the delivery address in your registration. Click here to change it.
IMPORTANT: for security reasons, under no circumstances do our operators change the delivery address or customer registration data.
If you provided an incomplete address, contact customer service and provide the missing information.
IMPORTANT: it will only be possible to add additional information such as block, floor, reference point. Changing the street name or building/house number, for example, is not allowed.
Delivery can only be made to a person over 18 years old who presents an identification document.
The carrier is forbidden to:
- enter the home;
- deliver by alternative means (example: lifting product through a window);
- carry out installation or maintenance of products;
- open the product packaging;
- collect return products;
- deliver to an address other than that stated in DANFE;
- deliver to minors or those without an identification document.
2. When to refuse delivery
Products are sent to the customer exactly as they were delivered to us by the manufacturer. If any of the hypotheses below occurs, refuse to receive the goods and write the reason for refusal on the back of the DANFE:
- open or damaged packaging;
- defective product;
- product not in accordance with the order;
- lack of accessories.
If you still accept the product, please contact customer service within 72 hours.
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Return policy
All occurrences involving exchanges or returns must be made within a period of up to 7 (seven) days, counting from the delivery date, with the exception of Fashion items, whose period is up to 30 (thirty) consecutive days, and must be communicated to our customer service department.
1. When to refuse the product
Products are sent to the customer exactly as they were delivered to us by the manufacturer. If any of the hypotheses below occurs, refuse receipt and write the reason for refusal on the back of the DANFE (Electronic Invoice Auxiliary Document):
- open or damaged packaging;
- defective product;
- product not in accordance with the order;
- lack of accessories.
If you still accept the product, please contact customer service within 72 hours.
2. Exchange or cancellation of purchase
The return of any product can only be made within a period of up to 7 (seven) days, counting from the delivery date, with the exception of Fashion items, whose period is up to 30 (thirty) consecutive days. During this period, if the product is defective, or if you are not satisfied with the purchase, contact our customer service department and request an exchange.
To exchange a product, the following conditions must be met:
- the product must be sent in the original packaging, without signs of use, without violating the original manufacturer's seal, accompanied by the DANFE, the manual and all accessories.
- in requests to withdraw products from the Fashion, Wine, CDs, DVDs and Books categories, the product label/seal is important.
If the product, together with the packaging in which it was delivered, weighs less than 15Kg and its dimensions do not exceed 105cm in height, 105cm in width and 105cm in length, the return can be made by postage. Otherwise, the product will be collected by the carrier on an agreed date, at the same delivery location. Collections are made from Monday to Friday, from 8 am to 9 pm. Our transporter leaves a proof of collection at the location.
In case of postage, our operators will send, by e-mail, the postage code that must be presented at Post Office agencies. This process is free. (IMPORTANT: Franchise Post Offices (ACF) do not accept the use of the post authorization instrument.)
It is essential to follow the instructions:
- pack the product in its original packaging or similar;
- return all items/accessories that came with the product;
- attach the duplicate DANFE received upon delivery. It is imperative that it be sent so that the product can be identified;
- report, on the back of the DANFE, the reason for the return.
3. Deadline for resolution of the exchange
The partner has up to 30 (thirty) consecutive days, counted from the date of receipt of the product at its Distribution Center, to send another product to the customer.
4. Refund of amount paid
The refund of amounts paid using the same payment method chosen in the purchase process.
For purchases paid by credit card, the card company will be notified and the reversal will occur on the next or subsequent invoice, at once, regardless of the number of installments used in the purchase. The refund period depends on the card issuer.
In purchases paid by bank slip or direct debit, the refund will be made by bank deposit, within 10 (ten) business days, only in the buyer's current account, which must be individual. It is necessary that the current account holder's CPF be the same as that in the order (client's CPF). If the buyer does not have a current account that meets the aforementioned conditions, a Payment Order will be sent within the same period in the name of the purchaser. It can be redeemed at any branch of Banco Bradesco, upon presentation of an identity document and CPF.