EXCHANGE AND RETURN POLICY


If you are not satisfied with the product or have regretted the purchase, you can request an exchange or return within 7 days from the date of receipt of the order at your address.


1. CONDITIONS FOR MAKING AN EXCHANGE OR RETURN

If you want to exchange it, the product must be in perfect condition and without signs of use, that is, in the same condition as you received it. Furthermore, it is essential that the item is in its original packaging.


2. HOW TO REQUEST AN EXCHANGE

Complete the return request form, stating your full name, order number and reason for the exchange. You will receive contact from us with the information necessary to make the exchange.


3. CONDITIONS FOR RETURN DUE TO REGRET

If you regret your purchase, you can also return your order within 7 days from the date of receipt of the order at your address.


4. HOW TO REQUEST A RETURN DUE TO REGRET

Complete the return request form, stating your full name and order number. You will receive contact from us with the information necessary to make the exchange. You will receive a refund within 30 days of the date we receive the returned products. The amount will be refunded via bank transfer to the account indicated by the buyer. There will be no additional cost for you to receive your refund.


5. PRODUCTS WITH MANUFACTURING DEFECTS

According to Brazilian legislation, in the case of items with manufacturing defects, you have the right to request a return within 30 days, counting from the date of receipt of the order at your address.


6. HOW TO REQUEST A RETURN OF DEFECTIVE PRODUCTS

Complete the return request form, stating your full name, order number and information about the manufacturing defect (description with photos or videos). We will review your case within 30 days from the date we receive the returned products. The amount will be refunded via bank transfer to the account indicated by the buyer. There will be no additional cost for you to receive your refund.


7. HOW TO RETURN PRODUCTS

Following what is established by Brazilian Consumer Law, the shipping costs for returning products due to the right of withdrawal or items with manufacturing defects will be covered by our store through the reverse logistics process. In the case of purchases made and delivered outside Brazilian territory, the shipping cost due to change of mind is the customer's responsibility. In situations involving defective products, the return shipping cost is covered by us.

You will receive a postage authorization code by email after your exchange or return request and you must post the merchandise at a Post Office. We do not cover packaging costs, so we suggest that you use the same packaging in which you received your purchase (if it is not damaged) or a suitable box that preserves the pieces during transport.


8. HOW TO PREPARE THE PACKAGE FOR RETURN

Before preparing the package, check that the product is in the same condition as you received it, unused and with all accessories, manuals and labels.

Store the product in the original packaging or box. Wrap the product with bubble wrap or other protective material to prevent damage to it. Pack and seal the product with strong adhesive tape. You can use the packaging in which it was delivered or a new one, as long as it fits the size of the product.

Use the shipping code provided by us to make your return. Take the package to the Post Office or the logistics company branch as informed to you. If you purchased more than one unit of the same product, you must pack all the units you want to return in one package and use the code we provided to you during the return request.


9. HOW YOUR MONEY WILL BE REFUNDED

9.1 Return of the amount paid by credit card

After receiving the product at our Distribution Center and approving the return or exchange by analyzing the items, we will send the refund request to the credit card administrator, which, in turn, has a deadline to process the request. According to each administrator's policy, the refunded amount may be refunded in future invoices.

9.2 Return of the amount paid by debit, bank slip or pix

In these cases, the refund of the amount will be processed after approval of the return by analyzing the items in our Distribution Center and will be made through reimbursement to a current or savings account informed by the customer at the time of requesting the exchange or return.


CONTACT

If you have any questions about our exchange and return policy, please contact us at support@deskeep.app.