Please read carefully before making any purchase on our website to ensure you are not disadvantaged in any way.
Before sending any product for exchange or return, please contact our customer service center first via email. We will instruct you on the best way to proceed.
Email: saeli@lojasaeli.com
REFUND PROCESS:
Cancellation & Refund:
If you made a purchase through the website www.lojasaeli.com, received the product, it is in perfect condition and within the exchange/refund period, feel free to request it through our channels.
We will need the following information:
1 - Product name;
2 - Order number;
3 - Purchase email;
4 - Reason for exchange/return;
Please note the rules below:
PURCHASE CANCELLATION PERIOD:
According to the Consumer Protection Code (CDC), customers who make purchases through online stores have up to 7 (seven) days after product collection to register their refusal to cancel the purchase.
ATTENTION: The right to regret is a true reflection period. Its purpose is to protect the consumer from harmful commercial practices and from the fact of not knowing the product that was purchased. However, the reflection period should not be confused with the possibility of testing the product. The desire to cancel must be communicated immediately to the service provider, observing the following rules:
The merchandise must be returned via mail with postage paid by the customer, to the address provided via email when opening the return request.
The product must be returned in its original packaging.
The product must not show ANY signs of use.
ATTENTION: Products that do not meet the specifications above will not be accepted and will be returned to the sender.
REFUND OF AMOUNTS:
CREDIT CARD: The refund may appear on up to 3 subsequent billing statements.
PIX: All purchases made via PIX will have their refund processed via TED (bank transfer) within 60 days.
For orders where shipping was paid by the store: A fee of R$24.00 will be deducted from the refund amount.
ATTENTION: Refunds are processed only after the product(s) have been collected and their condition analyzed at our Distribution Center. (The product must not show any signs of damage).
NOTE: All cancellation requests must be communicated to our Customer Service Center before shipping the product(s) using a form that must be included with the product to be returned. Otherwise, the requests will not be accepted.
EXCHANGE POLICY:
For the Customer: We provide the measurements in centimeters of our products to avoid errors in size selection. According to the Consumer Protection Code - Article 18, there is no legal obligation for the retailer to make exchanges due to consumer complaints regarding color, size, model, or any other reason. The right guaranteed to the customer by the consumer protection code is to exchange only in the case of delivery of defective products.
Exchange Limit: In accordance with the Consumer Protection Code (Article 18), this ensures a fair and balanced relationship between the consumer and the supplier. We have established a limit of one exchange per customer for size or fit adjustments. This measure aims to prevent abuse and ensure that all customers have the opportunity to use our exchange services.
Return of Merchandise:
The merchandise must be returned via mail with postage paid by the customer, to the address provided via email when opening the return request.
Return the product in its original packaging.
The customer must send the proof of purchase along with the product.
The customer must send a written, brief report about the alleged defect, clarifying how the product was used, the frequency of this activity, etc.
ATTENTION: Products that do not meet the above specifications will not be accepted for defect analysis and will be automatically returned to the sender.
Product Defect Analysis:
The defect assessment will be carried out by our suppliers, from whom we will receive the final report on the exchange request.
Average completion time: 15 business days after product collection.
RIGHT TO LOSS OF REFUND:
Absence of defect (no damage found as indicated by the customer).
Returning the product in poor condition or showing signs of use.
Evidence of accidental damage.
Offenses directed at any member of our team or the company in a defamatory manner.
Making offensive and disrespectful comments or posts on our social media.
AUTOMATIC ORDER CANCELLATION
Unable to process the corresponding subsidy for the purchase on the credit card;
Inconsistency in the data entered in the order;
ATTENTION: Orders placed within the specifications are not accepted and in case of any type of charge, refunds will be made immediately in the same payment method chosen by the customer.