If you are not satisfied with the product or have changed your mind about the purchase, you may 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
To make an exchange, the product must be in perfect condition, without signs of use, and in the same conditions as when you received it. It is essential that the item is in its original packaging, accompanied by all accessories, manuals, and tags.
2. HOW TO REQUEST AN EXCHANGE
Access the request form on our website, providing your full name, order number, and reason for the exchange. You will receive our contact with the necessary instructions to complete the exchange.
3. CONDITIONS FOR RETURN DUE TO REGRET
If you change your mind about the purchase, you can return the order within 7 days from the date of receipt at your address. The product must be in perfect condition, without signs of use, in the same conditions as when it was received, and in its original packaging.
4. HOW TO REQUEST A RETURN DUE TO REGRET
Access the request form on our website, providing your full name and order number. You will receive our contact with the necessary instructions to complete the return. The refund will be processed 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. Only the amount related to the returned product will be refunded, excluding any fees charged by payment methods and shipping fees. There will be no additional cost for you to receive the 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 from the date of receipt at your address.
6. HOW TO REQUEST A RETURN OF PRODUCTS WITH DEFECTS
Access the request form on our website, providing your full name, order number, and information about the manufacturing defect (description with photos or videos). We will analyze 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 the refund.
7. HOW TO RETURN THE PRODUCTS
Following the Consumer Defense Code (Art. 49), the return shipping costs for products due to regret or items with manufacturing defects will be covered by our store through the reverse logistics process. For purchases made and delivered outside the Brazilian territory, the shipping cost for change of mind is the customer's responsibility. In situations involving defective products, the return shipping costs will be covered by our store.
You will receive a shipping authorization code by email after your exchange or return request. You should post the merchandise at a post office. We do not cover packaging costs, so we suggest you use the same packaging in which you received the purchase (if not damaged) or a suitable box that preserves the items during transport.
8. HOW TO PREPARE THE PACKAGE FOR RETURN
Before preparing the package, check that the product is in the same conditions as when you received it, without use, and with all accessories, manuals, and tags.
8.1 Packaging: Place the product in the original packaging or box.
8.2 Protection: Wrap the product with bubble wrap or other protective material to prevent damage during transport.
8.3. Sealing: Pack and seal the product with strong adhesive tape. Use the packaging in which it was delivered or a new one, as long as it fits the size of the product.
8.4 Shipping: Use the shipping code provided by us to make the return. Take the package to the post office or the logistics company agency as informed to you. If you bought more than one unit of the same product, you should pack all units you want to return in a single package and use the code provided during the return request.
9. HOW YOUR MONEY WILL BE RETURNED
9.1 Refund of the amount paid by credit card: After receiving the product at our Distribution Center and approving the return or exchange upon item analysis, we will send the refund request to the credit card administrator, which has a period to process the request. According to each administrator's policy, the refunded amount may be returned in future billing statements.
9.2 Refund of the amount paid by debit, boleto, or pix: In these cases, the refund will be processed after approval of the return upon item analysis at our Distribution Center and will be made through a refund to a current or savings account informed by the customer at the time of the exchange or return request.
10. PRODUCTS NOT COVERED BY THE EXCHANGE AND RETURN POLICY
Some products cannot be returned or exchanged. The following product categories are not covered by the exchange and return policy:
1. Digital products that can be downloaded (software, e-books, online games, etc.);
2. Hygiene, health or personal care products;
3. Virtual cards;
4. CD, DVD, VHS tape, game cartridges, cassette tape or vinyl record that has been opened;
5. Perishable products of any nature.
CONTACT US
If you have any questions about our return and exchange policy, please contact us at support@deskeep.app.