EXCHANGE AND RETURN POLICY

  • In accordance with Law No. 8.078, referring to the Consumer Defense Code, the Luciano Pinheiro brand has developed an exchange and return policy that meets the interests of its consumers, protecting them and guaranteeing their rights in adverse situations.
  • Return: according to article 49 of the Consumer Defense Code, customers can withdraw from the purchase within 7 (seven) calendar days of receiving the product. Therefore, if the consumer wishes, Luciano Pinheiro will receive the product, provided it is in perfect condition, and in exchange, will refund the amount paid, which may take up to 7 (seven) business days to be credited to the customer's account.
  • Exchange: exchanges will only be granted when the product is not delivered in the situations promised by the website or if the customer wishes for a product of equal value. If the customer chooses a product of higher value, they will be responsible for any excess amount.
  • Damage: due to carriers' carelessness in the merchandise transportation process, products may arrive damaged at the customer's residence. In this case, the damages are visually noticeable on the packaging, so customers can submit a complaint to the website's SAC (Customer Service). It is necessary to send photos of the damaged products for evaluation, so that new products can be sent in perfect condition.
  • Defect: if the products come with defects in their packaging or composition, new products can be requested through the website's SAC. If the defect is not visually visible, such as problems due to the product's chemical composition, it must be returned for testing. For visible defects, the consumer must also send a photo of the defects.
  • Disagreement with the order: if products different from what was requested by the consumer are delivered, the customer simply needs to send a message to the SAC with the invoice, indicating the products that had actually been purchased. If products are missing, the customer must send a photo of the products they received, informing which ones are absent. If all the wrong products are received, they must be returned so that the correct items can be sent.
  • Procedure: in case of product withdrawal or exchange, it will be necessary to contact the SAC on the Luciano Pinheiro website. The consumer must inform what happened in an email, also submitting the invoice that proves their purchase. After this process, they must send the product back to the address provided by the SAC, so that as soon as the product is received, a new product will be sent. In the case of exchanges due to damage and defects, it will be necessary to send photos of such products for analysis.
  • Deadline: after the product is received back by Luciano Pinheiro, the new item will be sent within 10 (ten) business days.
  • Service hours: service will be provided during business hours.