Trocas e Devoluções

Return conditions

The product must return in the same condition it was delivered, that is to say: intact seals of the manufacturer, original packaging in perfect condition and complete (with invoices, manuals, accessories and other items that are part of the product). It is important to note that the product box must also be preserved in perfect condition, that is, the packaging cannot be damaged or violated. We clarify that the product MAY NOT HAVE BEEN USED.

Situations likely to return merchandise

There are four situations where the goods can be returned:
A. Product is damaged. 
B. Product is not what your ordered.
C. Waiver of the purchase (07-day deadline - according to Article 49 of the Consumer Protection Code). The product must be returned to us in the same condition as it was delivered, that is to say, sealed and with no signs of use. Goods return because of purchasing regret will only be accepted under these conditions.

D. Product with technical or manufacturing defect.
NOTE: All returns must be previously authorized by the responsible technical department.

How to obtain authorization to return products:

The customer may request replacement or return by telephone:

(55 11) 4198-6237 and/or (55 11) 4198-0937.

At delivery time the customer must pay attention and refuse immediately the product or packaging that has been damaged in transport. In this case, you should contact our SAC within 48 hours. Fault requests will not be accepted after the deadline.

Product is not what your ordered

If the customer detects at the time of delivery that the product ordered and the product purchased are different he must refuse delivery immediately.

Withdrawal of purchase

If withdrawal of the purchase happens - as provided in Article 49 of the Consumer Protection Code (CDC - Law 8,078 of September 11th, 1990) - restricted only to purchases made by the internet, the customer will have the option to return the goods within the term of up to 07 calendar days of receipt, respecting the requirements below:

The client must send a duplicate of the invoice (Individual); the purchase declaration is also accepted. Describe on the back the reason for your return request. If the customer is a legal entity (CNPJ), the company must issue a return invoice (only for products that show problems) with the same invoice data that was sent by our company (product model, tax rates, etc.) in addition to the purchase order.

If this legal entity does not issue an invoice (such as schools, institutions, etc.), one copy of the purchase invoice must be sent along with a statement informing the products that are being returned and the reason for the return. The customer will receive a refund on the value of the products, as long as it is within the deadline established by the Consumer Defense Code.

The refund process can last for 30 days, when our technicians will verify and confirm the defect. Only after this we can insert a credit in the value of the product (including freight) which can be used by the customer only once to acquire any other product.

If it is verified that the customer did not comply with the conditions of return, or lost the product warranty, it will be returned without prior communication by freight to collect.

Defective products

Send by mail the merchandise with the invoice on the back detailing the reason and defects presented.

Upon receipt of the goods, there will be a period of 30 days to perform tests and verify the confirmation of the defect pointed out. The customer will be contacted as soon as possible in order to inform of the test results and the estimated date to provide product repaired or replaced.