Exchange and Return Policy

General conditions

We use cutting-edge technology to manufacture and distribute our products, prioritizing quality and customer satisfaction. Out of respect and to maintain the credibility gained with its consumers, the company created an exchange, return and regret policy in accordance with the Consumer Protection Code.

Art. 49 of the CDC:

“The consumer may withdraw from the contract within 7 days of receiving the product or service, whenever the contract for the supply of products and services occurs outside the commercial establishment, especially by telephone or at home”.

EXCHANGE, RETURN AND WITHDRAWAL POLICY

Teus Pulos Exchange, Return and Refund Policy

At Teus Pulos, we want to ensure that your shopping experience is always satisfactory. That's why we've developed our exchange, return and refund policy to offer transparency and security in all your purchases with us. Check out the details below:

Replacement:
- We accept product exchanges within 7 days after delivery, as long as the product is in perfect condition, with the original packaging and accompanied by all accessories and manuals.
- The first exchange is free. For subsequent exchanges, please contact our customer service for more information.

Return due to Regret:
- You have the right to regret the purchase and request the return of the product within 7 days of receipt.
- To make a return, please contact our customer service to receive the necessary instructions.
- The product must be returned in its original packaging, without signs of use and with all accessories.

Reimbursement:
- We accept refund requests for returns due to regret.
- In the case of a refund without returning the product, a service fee equivalent to 30% of the amount paid for the product will be applied.
- The refund will be made within 45 days after receipt and analysis of the returned product.

Contact us:
- If you have any questions or need additional assistance, our customer service team is on hand to help. Please contact us at contato@teuspulos.com.br

Withdrawal or regret only occurs when the purchase is made outside the commercial establishment. In this case, the consumer must express his/her interest in withdrawing from the purchase within 7 (seven) calendar days from the date of receipt of the product; if the deadline is not respected, he/she will be subject to loss of the right to withdraw.

To return a product, it must be in excellent condition, with no signs of improper use or physical damage (e.g.: dents, scratches, oxidation, disfigurement of the purchased item, burned component, use of inauthentic accessory). Please note: It is mandatory to return the product in its original packaging. Returns will only be accepted, for any reason, when the product packaging is returned without any damage.

The exchange will be subject to the availability of the product in stock. If the product is not in stock, you can choose one of the following alternatives:

- Choose another product, paying or receiving back the difference in value, if any; or receive a refund of the amount paid. In addition, the customer may opt for store credit, using it for new purchases.

Cancellations must be communicated via email and our team will guide you on how to proceed.

After receiving the respective product(s) at our address, we will analyze it, if it is within the return standards, we will contact you again so that we can resolve the issue.

The amount refunded refers to the amount paid for the returned product(s), that is, taking into account any discounts and/or promotions in effect on the website.

Example: If you purchased the “Buy three and get two free” promotion and paid R$479.70 for the products and within 7 days you choose to cancel the promotion, the calculation is:

Amount paid: R$ 479.70 for 3 products

Unit price of the product: R$159.90

If you return 4 units, the amounts to be returned are:

R$479.70 - R$159.90 = R$319.80 return value

The amounts will be refunded, in full or in part, using the same payment method chosen for the purchase:

Credit Card: The card issuer will be notified and the refund will be made according to the timeframe stated in the card issuer's policy. The refund period and procedure for the customer depends on the card issuer's policy and may be on the next or subsequent statement.

Bank slip: if payment has not yet been made, the slip may be disregarded and its cancellation requested by Customer Service. However, if the slip has already been paid, the refund will be made by bank deposit within 15 business days after the request, and may be made to the buyer's checking account (within 15 days) or savings account (within 15 days), which must be the account holder.

A fee of R$5.00 will be charged on the Available Electronic Transfer (TED) for each refund made by bank deposit.

For more information, please contact Customer Service.

You must send your bank details, such as account, branch, bank, CPF, full name of the account holder, in the email to speed up the entire process.

Attention: We are exempt from the obligation to meet requests for exchange or return of any product returned without communication to customer service, outside the deadline or without accompanying items/accessories.

Note: If you decide to cancel your purchase after the invoice has been issued, please contact Customer Service via email and then refuse delivery of the product. After the merchandise has been returned to our Distribution Center, we will process the refund using the same payment method and for the full amount paid for the purchase.



Please note : No return made without authorization from the company will be considered. Therefore, no product that enters the logistics department will be returned or the customer will have their refund made.

DEFECT POLICY

If the purchased product is defective, it will be repaired or replaced with another one identical to the one described on your invoice, according to the following conditions:

Up to 7 (seven) days from the date of delivery of the product, you must contact our Customer Service Channel, via the contact email with the subject: “Product with manufacturing defect”.

After the 7-day period (from receipt), you must contact the Customer Service Center to obtain further information and instructions.

We ask that you send a photo of the defective/incorrect product in advance, so that our team can analyze your case and speed up the service.

Products with burnt/stuck/modified/unlike original factory food due to improper handling by the customer will not be accepted.

After receiving the respective email, we will contact the customer again to inform them of the procedure that should be taken.

The process for returning defective products is carried out in accordance with the company's internal procedures.