1. GENERAL INFORMATION
1.1 - The commitment of LOJA DANI FERNANDES is your total satisfaction in the purchases made on our site and, aiming at a partnership of respect and trust, we created the Exchange and Return Policy, based on the Consumer Defense Code.
2. ON THE REFUSAL OF RECEIPT OF THE PRODUCT
2.1 - To avoid any problem with your purchase, when placing the order, pay attention:
a) To the color of the product (the photo on the site is merely illustrative);
b) To the description and technical specifications of the product;
c) To the dimensions of the product (check if there is space for the assembly of the product where it will be installed) and for the pertinent items;
d) To the voltage of the product (check if it corresponds to the region where it will be used);
2.2 - The refusal of your order may occur for various reasons as mentioned below in a non-exhaustive list. Remember that this right must be exercised at the moment of receipt, otherwise it will not be classified as refusal but as withdrawal or cancellation, provided it meets the legal deadline. After the renouncement, contact the Customer Service ([email protected]), and report what occurred. The reasons for refusal are:
a) Product damaged in transport;
b) Missing accessories or items;
c) Violated packaging;
d) Product not in accordance with the order;
e) Lack of the invoice or discrepancy between the description on the invoice and the product received.
3. WITHDRAWAL POLICY
3.1 - In accordance with article 49 of the Consumer Defense Code, in purchases made outside the commercial establishment, the consumer has up to 7 (seven) calendar days to withdraw from the purchase and communicate the cancellation to the supplier. In verbis:
Art. 49. The consumer may withdraw from the contract, within the period of 7 days counted from its signing or from the act of receipt of the product or service, whenever the contracting of the supply of products and services occurs outside the commercial establishment, especially by telephone or at home. Sole paragraph. If the consumer exercises the right of withdrawal provided for in this article, the amounts eventually paid, on any account, during the reflection period, will be returned, immediately, monetarily updated.
3.2 - The requests for withdrawal from the purchase will be accepted for up to 7 calendar days, provided that:
a) They are made through contact with the Customer Service within the informed period of 7 (seven) calendar days after the receipt of the product;
b) The merchandise is returned to LOJA DANI FERNANDES in its original packaging (internal/external when applicable), without having been used and with the manual/accessories that accompany it, always with the 1st copy of the sales invoice.
IMPORTANT: In case the requirements above are not met, LOJA DANI FERNANDES will not be obligated to accept the cancellation of the purchase. In this case, the product collected by the carrier or sent by the post office will be returned to the delivery address, accompanied by a report on the problem found, without the restitution of amounts, and the entire return process will be cancelled.
3.3 - The right of withdrawal leads to the cancellation of the purchase and, just as the consumer receives restitution of the amounts paid, the supplier must receive the product intact, in conditions to be sold again, with no indication of use or damage of the product, of its components, or of its packaging being admitted.
3.4 - The return of the product may be requested through our Customer Relationship Center (SAC), through the following forms:
a) The CUSTOMER may post the item to be returned directly at the post office, using a posting code provided by the SAC/LOJA DANI FERNANDES or;
b) The CUSTOMER may request the collection of the item at the address where it was delivered.
3.5 - In case of cancellation of the purchase by withdrawal, the amount paid by the CUSTOMER will be fully returned as described in the item “Reimbursement of Amounts” below.
4. ON DAMAGE
4.1 - In case the product is damaged during transport, refuse receipt and contact the Customer Service.
5. PRODUCT WITH DEFECT
5.1 - Within the period of up to 90 (ninety) calendar days counted from the receipt of the product, the exchange/return procedure will follow the provisions of the Consumer Defense Code. In verbis:
Art. 26. The right to complain about apparent defects or those of easy detection lapses in:
I - thirty days, in the case of supply of service and of non-durable products;
II - ninety days, in the case of supply of service and of durable products.
§ 1° The counting of the decadential period begins from the effective delivery of the product or from the conclusion of the execution of the services.
§ 2° The following obstruct decadence:
I - the complaint provenly formulated by the consumer before the supplier of products and services until the corresponding negative response, which must be transmitted in an unequivocal manner;
II - (Vetoed).
III - the institution of a civil inquiry, until its closure.
§ 3° In the case of a hidden defect, the decadential period begins at the moment in which the defect becomes evidenced.
Art. 27. The claim to reparation for damages caused by an act of the product or of the service provided for in Section II of this Chapter prescribes in five years, the counting of the period beginning from the knowledge of the damage and of its authorship.
5.2 - In case the product is not repaired within the period of 30 (thirty) days, it will be at the discretion of the CONSUMER to choose among the following alternatives, in accordance with article 18 of the CDC:
a) Substitution of the product for another equal one or, in the absence of the same in stock, for a similar article or for an exchange voucher for use on the site www.danifernandes.com.br;
b) Restitution of the amounts paid by the consumer;
c) Proportional reduction of the price.
5.3 - The product with defect must be forwarded to LOJA DANI FERNANDES in its original packaging, accompanied by the manuals and accessories and, obligatorily, must be accompanied by the 1st copy of the sales invoice. In case the CUSTOMER does not possess this document, the exchange request will not be accepted.
5.4 - The pickup of the defective product will be carried out at the delivery address through the transport service contracted by LOJA DANI FERNANDES.
5.5 - LOJA DANI FERNANDES exempts itself from the responsibility of accepting the exchange or the return of any product in which the defect occurred by misuse on the part of the CUSTOMER, or in cases of complaints made outside the periods established in this policy.
6. OTHER REASONS FOR EXCHANGE OR RETURN:
Refuse the receipt of the merchandise and immediately communicate our Customer Service Center in the following hypotheses: if any irregularity occurs at the act of delivery or in the case of lack of physical integrity of the product and/or violation of packaging. If the product was received, follow the procedures indicated above for withdrawal, being attentive to the period of 7 (seven) days counted from the date of receipt.
7. REIMBURSEMENT OF AMOUNTS
7.1 - The reimbursement of amounts may occur in the following forms:
a) The amount paid for the product and respective freight will be returned in full, in the same way it was paid, observing the other conditions applicable to the case described in this policy, or;
b) The CUSTOMER may choose to receive the refund in the form of a voucher, with validity of 1 (one) year and may be used for new purchases on the site LOJA DANI FERNANDES.
7.2 - In the case of partial return of the order, the freight to be reimbursed will be proportional to the items returned.
7.3 - In the case of payment with Credit Card: The chargeback may occur in up to 2 (two) subsequent invoices. The processing time is the responsibility of the administrator of the card used, LOJA DANI FERNANDES thus not having any influence/relation with the operator used.
7.4 - In the case of payment with Bank Slip (Boleto) or online Debit, the return of the amounts will be carried out by means of bank transfer to the checking account owned by the CUSTOMER themselves, in the shortest possible period, to be made within up to 10 (ten) business days. In case the CONSUMER is not the holder of the checking account forwarded for the realization of the chargeback, the Customer Service of LOJA DANI FERNANDES and the CUSTOMER will agree on the manner in which the return will be made. Credit will not be granted to third parties due to the high risk of fraud.
8. UNFEASIBILITY OF EXCHANGE
8.1 - In conformity with the CDC (Consumer Defense Code), LOJA DANI FERNANDES ensures a period of up to 90 (calendar) days from the date of receipt of the order by the Post Office, for the sending of the product on the part of the consumer and technical analysis in case of suspicion of defect and exchanges of the product. After this period the exchange will be refused immediately.
a) No attempt at repair or adjustment must be carried out by the customer, as any intervention foreign to LOJA DANI FERNANDES will imply the loss of the exchange/or return guarantee.
b) It is essential that the composition label remains affixed to the piece, as it contains specific instructions for its conservation and adequate maintenance of the product.
c) The analysis of products acquired in our offers club must be requested through the Relationship Center with images and detailed description of the problem identified or describing the reason for the return.
d) Products acquired in a physical store must be analyzed preferably at the location of the purchase, upon presentation of the corresponding fiscal receipt or identification of the item in the customer's registry.
e) The period for analysis varies from 07 to 30 (calendar) days after the receipt of the product by LOJA DANI FERNANDES.
f) The exchange will only be authorized if we find that the damage presented has a direct relation with the material or process used in its manufacture. IMPORTANT: Indications of natural wear arising from the time of use or incidents foreign to the product are not considered manufacturing defects, therefore they are not covered by the guarantee, nor will they be accepted as a return.
9. PIECES WITHOUT EXCHANGE
9.1 - Products of the categories: perfume, cosmetics, home and ambient perfumery, are not subject to exchange or return, in case the packaging has been violated.
