Our product exchange policy aims to provide the customer with complete security in relation to the products purchased in our store.
All of our products are guaranteed against manufacturing defects.
We also exchange products that were different from those ordered by the customer.
If you receive a product from us with a manufacturing defect or different from what you ordered, follow the following steps to exchange it:
If the 7 working days have passed and the product has a defect or defect, please contact us, informing us of your CPF, order number, the product to be returned and the defect.
As soon as we receive the email, we will send your request to our quality department for verification. Authorization from this sector will be required for a possible exchange to be made. Analysis carried out, we will get back to you with our opinion and whether an exchange will be necessary.
The deadline for an exchange to be requested for this reason is up to 90 days after receiving the product.
Please note, we will not make exchanges or refunds after this period.
Your complaint will be analyzed within a maximum of 7 working days and, once the problem is identified, we will contact you via email and you will be able to choose one of the following alternatives:
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Receive a refund of the amount paid.
Receive a new product equal to the one ordered.
Receive a product of similar value.
Receive a coupon with the value of the product to use on future purchases.
According to the CDC (Consumer Protection Code), requests for cancellation of virtual purchases must be made within 7 business/calendar days after the date of receipt.
For a credit card chargeback, our financial department has a maximum period of 7 business days to process it with the credit card operator and the deadline for the balance to be returned to your credit card is up to 120 days according to the operators. card and depends on the closing of your invoice.
If it is necessary to make a refund, it will be made to a current account within a maximum period of 10 business days after the quality analysis and can only be made to an account with the same CPF that was used on our website.
In the case of products returned without prior communication, after the deadline, with missing or missing items, without the label or invoice, they will be sent back to customers.
The same goes for exchanges that are rejected after the products have been analyzed by our quality department. They will be resent to customers via Sedex collect and the freight for this reshipment must be paid by the customer.
Attention: Our Virtual Pet World store is responsible for the shipping cost for exchange
