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    EXCHANGE AND RETURN POLICIES

    1. General Conditions

    All occurrences involving exchange or return must be made within 7 (seven) days from the date of delivery and must be reported to our customer service department. Within this time, cancellations can be made directly from the control panel under the "Cancel Order" topic.

    Natufibras is exempt from the obligation to respond to requests for exchange or return of any product returned without this communication, late or with absence of accompanying items / accessories.

    2. When you decline the product

    Products are shipped to the customer exactly as delivered to us by the manufacturer. If any of the following occurs, refuse the receipt and write the reason for the refusal on the back of Danfe:

    • Open or damaged packaging;
    • Failed product;
    • Product not in compliance with the order;
    • Lack of accessories;
    • If you still accept the product, please contact the customer service department within 72 hours;
    • To request a return, click RETURN REQUEST.
      3. Change or cancel the purchase

      The return of any product can only be made within 7 (seven) days from the date of delivery with except for Fashion items, whose term is up to 30 (thirty) calendar days. In this period, if the product defect, or if you are not satisfied with the purchase, please contact our customer service and request the exchange.

      To exchange a product, the following conditions must be observed:

      The product must be shipped in its original packaging, with no evidence of use, without violation of the manufacturer's original sealing, accompanied by the DANFE (Manual of the Electronic Invoice), the manual and all accessories.

      In the requests for withdrawal of products from the categories Fashion, Wines, CDs, DVDs and Books, it is essential to label / seal the product.

      Cancellations can be made directly from the control panel under the "Cancel Order" topic.

      3.1. Return by Post

      If the product, together with the packaging in which it was delivered, weigh less than 15 kg and its dimensions do not exceed 105cm in height, 105cm in width and 105cm in length, the return can be made by postage.

      Our operators will send, by email, the post code that must be presented at the post offices. This process is free.

      To post the product follow the instructions:

      Condition the product in its original or similar packaging;

      Return all items / accessories that came with the product;

      Add the second copy of DANFE (Electronic Invoice Support Document) received at the time of delivery. IS that it is sent for the product to be identified;

      Report on the back of DANFE the reason for the return. IMPORTANT: Franchised Postal Agencies (ACF) do not accept the use of the posting authorization instrument. Look for Post Offices - CA here.

      All instructions will be provided by the customer service department.

      3.2. Return by collection at the place of delivery

      Natufibras collects the product (s) at the same address where the delivery was made.

      Collections are held Monday through Friday, from 8 am to 9 pm. Our carrier leaves a proof of collection.

      It is essential to follow the instructions below:

      Condition the product in its original or similar packaging;

      Return all items / accessories that came with the product;

      Add the second copy of DANFE (Electronic Invoice Support Document) received at the time of delivery. IS that it is sent for the product to be identified;

      Report on the back of DANFE the reason for the return;

      Request proof of delivery to the carrier. If the carrier does not have the protocol, do not deliver the goods and report the fact to the customer service department.

      4. Deadline for trade settlement

      Natufibras has up to 30 (thirty) calendar days from the date of receipt of the product at its Distribution Center to verify that the request meets the requirements of the Exchange and Returns Policy. If so, you will send another product to the customer.

      In the case of products purchased from partner sellers, the term of 30 (thirty) days to realize the exchange starts to count from the receipt of the product in its Distribution Centers.

      5. Refund of value paid

      Natufibras will refund the amounts paid using the same payment method chosen in the payment process. shopping.

      On purchases paid by credit card, the card administrator will be notified and the chargeback will occur on the invoice next or later, at any one time, whatever the number of installments used in the purchase. The deadline for reimbursement depends on the administrator of the card.

      In purchases paid with bank or debit card account, the refund will be made by means of deposit bank, within 10 (ten) business days, only in the current account of the buyer, who must be individual. IS CPF of the countercurrent holder is the same as in the request (CPF of the client). If you (a) buyer does not have a checking account that meets the above conditions, an Order will be sent within the same period. in the name of the holder of the purchase. It may be redeemed at any branch of Banco Itaú, through presentation of ID and CPF.

      The refund of the amounts will be processed only after receipt and analysis of the product (s) in the Distribution of Natufibras.

      ATTENTION: Natufibras is exempt from the obligation to respond to requests for exchange or return of any product returned without communication to customer service, late or with absence of items / accessories that accompany it.

      RETURNS FOR REPENTANCE

      In order to return by repentance, the following conditions must be observed:

      The deadline to give up the purchase of the product is up to 7 (seven) calendar days, from the date of receipt, with except for Fashion items, whose term is up to 30 (thirty) calendar days;

      The product should be shipped in its original packaging, with no evidence of use, without violation of the original manufacturer, accompanied by the DANFE (Electronic Document of the Electronic Invoice), the manual and all its accessories;

      In the requests for withdrawal of products from the categories Fashion, Wines, CDs, DVDs and Books, it is labeling / sealing of the product.

      To request product exchange for repentance, click RETURN OF REPENTANCE.

      Cancellations can be made directly from the control panel under the "Cancel Order" topic.

      For more information, see the Exchange and Returns Policy.

      DEFECTIVE RETURNS

      Up to 07 calendar days from the date of receipt of the product:

      The request for exchange should be communicated to the customer service sector, except for the items of Fashion, whose term is up to 30 (thirty) calendar days.

      If you opt for canceling and returning the value, choose the "Cancel Order" option directly on the control.

      After 7 calendar days from the date of receipt of the product:

      You should contact the manufacturer to report a problem, obtain clarification and / or guidance, or contact one of the accredited technical

      Click here to see the manufacturers contact list.

      Should you encounter any difficulty in contacting the manufacturer or having referred your product for service technical, has not had a return of service, contact us by clicking here.

      During the legal warranty period, products with manufacturing defects that can not be repaired by the manufacturer and / or their accredited technical assistance may be, with a document attesting to the presence of the defect, returned to Natufibras, preferably in the original packaging. It is essential that they be accompanied by of DANFE (Electronic Document of the Electronic Invoice), the manual and all accessories

      Attention: Natufibras is exempt from the obligation to respond to requests for exchange or cancellation of any product returned without communication to customer service, with the absence of accompanying items / accessories, without a document attesting defect or whenever if misuse is identified.

      TO CANCEL THE PURCHASE OF A PRODUCT

      If the chosen form of payment is a bank slip and the payment is not made within the time limit, the request is automatically canceled. The same goes for internet payments if, due to a system failure, you do not access internet banking.

      Orders that have been approved for payment can be canceled if the invoice has not been issued. Just go to Control Panel and click on "Cancel Order".

      If you have already received the product, the return can be made within 7 (seven) days from the date of delivery. In that period, if the product is defective or if you are not satisfied with the purchase, the cancellation can be done directly in the registration, in the "Cancel Order" topic.

      HOW TO CHANGE A PRODUCT

      The return of any product can only be made within 7 (seven) days from the date of delivery, with except for Fashion items, whose term is up to 30 (thirty) calendar days. In this period, if the product defect, or if you are not satisfied with the purchase, please contact our customer service and request the exchange.

      To exchange a product, the following conditions must be observed:

      The product should be shipped in its original packaging, with no evidence of use, without violation of the original manufacturer, accompanied by the DANFE (Supporting Document of the Electronic Invoice), the manual and all accessories.

      In the requests for withdrawal of products from the categories Fashion, Wines, CDs, DVDs and Books, it is labeling / sealing of the product.

      To request the exchange of the product, click on EXCHANGE REQUEST.

      For more information, see the Exchange and Returns Policy.

      HOW TO RETURN A PRODUCT

      The return request must be communicated to the customer service sector within 7 (seven) calendar days, at from the date of receipt, with the exception of Fashion items, whose term is up to 30 (thirty) calendar days.

      In the meantime, cancellations can be made directly from the control panel in the "Cancel Order".

      Return by Post Office

      If the product, together with the packaging in which it was delivered, weigh less than 15 kg and its dimensions do not exceed 105cm in height, 105cm in width and 105cm in length, the return can be made by postage.

      Our operators will send, by e-mail, the post code that must be presented at the post offices. This process is free.

      To post the product follow the instructions:

      Condition the product in its original or similar packaging;

      Return all items / accessories that came with the product;

      Add the second copy of DANFE (Electronic Document Receipt Document) received on delivery. IS it is imperative that it be sent for the product to be identified.

      Report on the back of DANFE the reason for the return.

      IMPORTANT: Franchised Post Offices (ACF) does not accept the use of the posting authorization instrument. Look for Post Offices - CA here.

      All instructions will be provided by the customer service department.

      Return by collection at the place of delivery

      Natufibras collects the product (s) at the same address where the delivery was made.

      Collections are made Monday through Friday from 8:00 a.m. to 9:00 p.m. Our carrier leaves a proof of collection.

      It is essential to follow the instructions below:

      Condition the product in its original or similar packaging;

      Return all items / accessories that came with the product;

      Add the second copy of DANFE (Electronic Document Receipt Document) received on delivery. IS that it is sent for the product to be identified;

      Report, on the back of DANFE, the reason for the return;

      Request proof of delivery to the carrier. If the carrier does not have the protocol, do not deliver the goods and report the fact to the customer service department.

      DEADLINE FOR THE RESOLUTION OF THE EXCHANGE

      Natufibras has up to 30 (thirty) calendar days, counted from the date of receipt of the product at its Distribution, to verify that the request meets the requirements of the Exchange and Returns Policy. In case you will send another product to the customer.

      In the case of products purchased from partner sellers, the term of 30 (thirty) days to make the exchange starts counting from the receipt of the products in their Distribution Centers

      RESULTS OF VALUES CANCELED ORDERS

      Natufibras will refund the amounts paid using the same payment method chosen in the process of purchase:

      In purchases with credit card the card administrator will be notified and the chargeback will occur on the invoice or later, at any one time, irrespective of the number of installments used in the purchase. The deadline for reimbursement depends on the administrator of the card.

      On purchases paid with a bank or debit card, the refund will be made by means of a deposit bank, within 10 (ten) business days, only in the current account of the buyer, who must be individual. IS CPF of the current account holder is the same as in the order (CPF of the customer). If you (a) buyer does not have a checking account that meets the above conditions, an Order will be sent within the same period. in the name of the holder of the purchase. It may be redeemed at any branch of Banco Itaú, through presentation of ID and CPF.

      IMPORTANT: In case of return, the refund of the amounts will be processed only upon receipt and analysis of the product (s) at the Natufibras Distribution Center.

      Natufibras is exempt from the obligation to cancel any product that does not meet the requirements of the Exchange and Returns Policy.

      VALUE TROCKS

      When you request a cancellation, you can receive a Gift Card in the same amount you paid for the purchase.

      Attention: canceled orders from partner sellers will be voided according to the payment method chosen for the purchase.

      After the release of Vale-Exchanges by Natufibras, you will receive an e-mail informing the numbering and validity. THE From that moment, you can view and unlock the ticket in the control panel under the "My Vouchers" topic.

      IMPORTANT: Before using the voucher you need to unlock it from the control panel;

      The voucher expires one year after the date of receipt;

      The voucher is identified with the buyer's CPF, which prevents third-party use;

      If the value of the voucher is less than that of the new purchase, you can pay the difference only with a credit card;

      If the value of the voucher is greater than that of the purchase, you can use the difference in other purchases in Natufibras;

      If the purchase was paid in full with the voucher, the payment confirmation occurs within two (2) calendar days;

      In case of cancellation of the voucher, the refund will be made in the same form of payment chosen in the initial purchase process. If the original order was paid with a card, and the purchase was made more than a year ago, the refund will be made by bank deposit or money order.

      COLLECTION DUCT

      Natufibras is committed to performing up to three consecutive collection attempts, up to 48 hours after the last attempt.

      Collections are made Monday through Friday from 8:00 a.m. to 9:00 p.m. Our carrier leaves a proof of collection.

      If all three attempts fail, the process is canceled and you will be notified. In that case, if you still want the collection to be made, please contact our customer service department.

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