EXCHANGE, RETURN AND REFUND POLICIES

1. WITHDRAWAL FROM THE PURCHASE WITHIN UP TO 7 CALENDAR DAYS

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Every customer has a period of 7 calendar days, counting from the date of receipt of the product, according to the Post Office, to withdraw from the purchase made at VITOCLEI STORE without the need to explain the reasons for such action. This period starts from the date of receipt of the product by the consumer. If the withdrawal period expires on a non-working day, it will automatically be extended to the first following working day. Before sending the product back to VITOCLEI STORE, the customer must contact us, any order sent back without prior communication will automatically be sent to the same sender address, with the shipping cost being the responsibility of the consumer. The cancellation of the purchase must be informed via email atendimento@vitocleistore.com. If the consumer does not notify VITOCLEI STORE of withdrawal within 7 (seven) calendar days, the withdrawal will be refused and the product will be returned to the same sender address, with the shipping cost being the responsibility of the consumer. In case of return due to withdrawal, the product must be in perfect condition of use. If there are faults, damages, risks of any characteristic that disqualifies it as a new product, the return will be refused.

ATTENTION: The product that does not meet the conditions required above will not be accepted as a return and will automatically be sent back to the originating address. Under these conditions, VITOCLEI STORE will reserve the right to charge new shipping costs.

Refund of amounts:
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– Credit card: The refund may occur on up to 2 subsequent invoices as determined by the Card Operator.


ATTENTION: The refund of amounts will only be processed after receipt and analysis of the condition of the product(s) at our Distribution Center. The product must not show any signs of use.

2. EXCHANGE OF NEW PRODUCT (WITHOUT DEFECT)
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– According to the law, a new product has a period of up to 30 calendar days to be replaced. As long as it is presented in the same conditions in which it was received/purchased (in the original packaging and unused). Remember that for us to make an exchange, the product must be in its original packaging and unused.

– If you chose the product in our online store, but when you received it you were not satisfied and want to replace it with another item, observe the rules:

Return of Merchandise:
- The product can not show any evidence of use.

Replacement of Goods
– You can choose another item depending on stock available in our online store.
– Remembering that all charges for attempted exchange will be the responsibility of the customer. VITOCLEI STORE will reserve the right to charge shipping and other postage charges to the requesting consumer.
– The choice of a new product must be limited to the value of the original merchandise. If there is a difference, payment must be made according to the options available on the website.
– The customer must indicate, via email atendimento@vitocleistore.com, the new item chosen and the exchange item. The new item will be dispatched to the customer's home, after confirmation of payment for shipping and charges generated by the difference in values.

3. PRODUCT DELIVERED DEFECTIVE (24 hours)

VITOCLEI STORE does its best to send all orders in perfect condition to our customers, however, if the consumer receives a product that has an open or damaged box, we ask that you contact us immediately, this way we can contact the carrier responsible for investigation.

Every order must be checked in its entirety upon receipt. If the consumer receives a product that is damaged, communication must be made within 24 hours via email atendimento@vitocleistore.com.

The product must be sent complete, with packaging and purchase invoice. All products will be evaluated and if no defect is identified or they are not complete according to the conditions above, they will be sent back to customers, with the shipping cost being the responsibility of the consumer. .

Important: VITOCLEI STORE will only resend another product when the defective product is returned, so that we can carry out the necessary technical assessments and detect the causes of the product's defect and/or malfunction. After approval of the exchange, the deadline for us to send the new product is 10 working days after receiving the product in the store.

4. DEFECTIVE PRODUCT (WARRANTY)

Books sold by VITOCLEI STORE have a 30-day guarantee in case of manufacturing faults. If the item purchased in our store is defective after 07 (seven) days, counting from the date of receipt, you can contact our Customer Service Center – email atendimento@vitocleistore.com. To report the incident and obtain clarification, contact our Customer Service Center.

See how to request an evaluation of alleged manufacturing flaws:
Return of Merchandise:
– The merchandise must be returned via post, with our Customer Service Center notified in advance via email atendimento@vitocleistore.com
- Return the product in its original packaging.
– The customer must send the first copy of the Purchase Invoice together with the product.
– The customer must send a brief written report about the alleged defect to which the complaint refers, clarifying the practice in which the product was used.

ATTENTION: Products sent outside the above specifications will not be accepted for defect analysis and will automatically be returned to the sender.

Product defect analysis:
– Defect assessment will be carried out by our suppliers and then the final analysis of the exchange order will be completed. Average completion time: 10 working days.

Favorable exchange analysis:
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– The customer will receive a replacement for the same product at the origin address, at no additional cost.
– If the same model is not in stock, the customer will be notified and will be able to choose another model to exchange from the options available on the website, respecting the credit limit.
– If there is a price difference between the chosen product and the claimed product, payment of the difference must be made.

Opposite Exchange Analysis:
– The product will be returned without right of replacement.

Rejection items:
– Absence of defect (failure to identify the damage reported by the customer).
- Evidence of inappropriate use of the product.
– Signs of accidental damage.
– Natural wear and tear due to use.
– Inappropriate use of the product.

5. PRODUCT IN DISAGREEMENT WITH THE ORDER

– If you receive a product that is different from the product purchased, you can choose to exchange the product for another equal to the one described in your order as long as the guidelines below are followed:
– If you detect a discrepancy between the product purchased and the product received, you have 48 hours to contact our Customer Service Center via email atendimento@vitocleistore.com. Requests outside this deadline will not be accepted.
– The exchange will only be made after receipt and analysis of the returned product(s). If any discrepancy is found, such as the absence of a difference between the product purchased and the product delivered or signs of misuse, VITOCLEI STORE is exempt from accepting the return and making the exchange, and may resend the product to the customer without prior consultation.

​Return of non-compliant product:
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– The merchandise must be returned by post, with our Customer Service Center being notified in advance by email atendimento@vitocleistore.com
– Return the product in question unused.
– Return the product in question in the original packaging with all original items included.
– The customer must send the first copy of the Purchase Invoice together with the non-compliant product.
– The customer must send a brief written report about the alleged disagreement to which the complaint refers.

ATTENTION: Products sent outside the above specifications will not be accepted for defect analysis and will automatically be returned to the sender.

– Average completion time: 10 working days after receipt at our distribution center.
– The customer will receive a replacement product at the origin address, at no additional cost.
– If the same model is not in stock, the customer will be notified and will be able to choose another model to exchange from the options available on the website, respecting the credit limit.
– If there is a price difference between the chosen product and the claimed product, you must arrange payment or refund

*ATTENTION: To carry out the exchange process you must be logged in. Return due to Regret/Withdrawal If upon receiving the product, you decide to return it due to regret, you must do so within seven calendar days, counting from the date of receipt.

Observing the following conditions: The product must not show signs of use.

The product must preferably be sent in the original packaging, accompanied by an invoice, labels, tags (label with product reference code) duly attached to the product and all its accessories.

When carrying out the return process, the customer must, on the back of the invoice to be returned, inform the reason for the refusal/return, the name of the person making the return, CPF and the date of return.

6. Refund Policy

The cancellation of an order or a delivery (if there is more than one delivery per order) can be requested at any time before the order is delivered or within 7 (seven) days after receipt of the product, as provided for in article 49 of the CDC. The request must be made through our Contact Us page by email: atendimento@vitocleistore.com

If there is a need to cancel an order that is already on the delivery route, the order must be refused upon receipt. If the order is not refused, VITOCLEI STORE will contact the customer to understand how they want to proceed and, if there is still an interest in canceling, the cancellation will follow the regular exchange or return process, as long as the rules of this process are met, which can be found in the opening paragraphs of this page.

The cancellation request will be analyzed and, depending on the current status of the order, the cancellation or exchange/return process may occur.
In exceptional situations, at the option of VITOCLEI STORE, orders may also be canceled without prior notice if they have not yet been invoiced – that is, if the respective invoice has not been issued at our Distribution Center.

When requesting the cancellation of an order for which payment has already been made, the refund will be made in the same way in which the payment was made, and under no circumstances will the amount be refunded differently.

In case of returning a product already delivered, the rules for refunding the amount paid remain the same.

Orders paid by bank slip:
Orders paid by bank slip can be refunded by bank deposit into the purchaser's current account. If it is impossible to carry out this procedure, Alteridade is willing to make a Payment Order to the purchaser, through the registered bank, within 10 (ten) business days, counting from the date of effective cancellation of the order. Said amount will be available for withdrawal at the agency previously agreed with the customer for up to 30 (thirty) after issuance.

If a bill is not paid by the due date, it will be possible to generate a new bill. If this is also not paid, the order will be automatically cancelled. This form of payment can also offer a refund for an exchange voucher to make a new purchase of any product on our website vitocleistore.com, valid for up to 2 (two) months, with the right to renew the term with each use.

Orders paid by credit card:
Orders paid using the “credit card” modality will be refunded through a refund to be carried out by the card administrator. After confirmation of cancellation by Alteridade with the card administrator, the deadline for refund/refund is 2 (two) to 3 (three) subsequent invoices, depending on the policy of the respective card administrator.

Even if the order was paid in installments at the time of purchase, the amount is fully returned to the card administrator, with the installments already paid being refunded to the customer. If your credit card is declined by the administrator, you will be able to choose a new card to make the payment. If this is also refused, the order will be automatically cancelled. This form of payment can also offer a refund for an exchange voucher to make a new purchase of any product on our website vitocleistore.com, valid for up to 2 (two) months, with the right to renew the term with each use.

Installment with interest:
When making a purchase in which the payment method includes interest in installments, the interest is financed by the credit card issuer, which passes on only the value relating to the product to the retailer.

Therefore, in cases of cancellation of an order or a delivery, VITOCLEI STORE returns the value of the product(s) purchased and any refund of amounts paid as interest are the responsibility of the credit card administrator. credit.

Orders paid with gift card:
When requesting the cancellation of an order paid using a gift card, the amount will be refunded to the original gift card or to a new exchange voucher if the customer no longer has the card.
The validity period of the gift card is 2 (two) months, with the right to renew the period with each use.

Orders paid with exchange voucher:
Orders paid through exchange vouchers, arising from other exchanges or cancellations, may be refunded using the same exchange voucher or through a new one, depending on the value. The validity period of the exchange voucher is 2 (two) months, with the right to renew the period with each use. If there is no interest in new purchases on the vitocleistore.com website, the exchange voucher may also be refunded according to the condition applicable to the payment method used in the original order.

Orders paid with more than one payment method:
We do not accept payments using more than one payment method.

Withdrawal or Regret:
Every customer has a period of 7 calendar days, counting from the date of receipt of the product, according to the Post Office, to withdraw from the purchase made at VITOCLEI STORE without the need to explain the reasons for such action. This period starts from the date of receipt of the product by the consumer.

The request must be made through our Contact Us page by email: atendimento@vitocleistore.com

If the order is canceled within a period of up to 7 (seven) days and the customer requests a refund, the request will be analyzed to find out whether the product has already been delivered or whether it is still on track to proceed with the refund.

Refunds will only be made if the product has no damage or signs of use.