Exchange and Return Policy

In order to be entitled to an exchange or return of the service(s) and/or product(s) purchased, the BUYER must comply with the following normative instructions of the “ Exchange and Return Policy ”, in accordance with Clause XI – EXCHANGE AND RETURN contained in these “ Terms of Service ”, which can be viewed at the URL address via the link https://www.ki-pegadamultimarcas.com/policies/terms-of-service .

According to Law No. 8.078/1990 of the Consumer Protection Code (CDC), it must include:

1. Right of withdrawal:
• According to Article 49 of Law No. 8.078/1990, you have the right to return the product within a maximum period of 7 consecutive days from the date of receipt.
2. Right to exchange due to product defect:
• According to Article 18 of Law No. 8.078/1990, when consumers find defects in quality or quantity that render products unfit or unsuitable for their intended use or diminish their value, as well as defects arising from discrepancies with the indications on the container, packaging, labeling, or advertising message, respecting variations inherent to their nature, the consumer may demand the replacement of the defective parts.
  
  If the defect is not remedied within a maximum period of 30 days, the consumer may demand, alternatively and at their choice:
1. The replacement of the product with another of the same kind, in perfect working condition;
2. the immediate return of the amount paid;
3. a proportional price reduction .

Preparatory guidelines before requesting an exchange or return of a product:

1. Exceptions/Non-returnable items : Certain types of products cannot be returned, such as:
• perishable products (food, flowers or plants);
• Customized products (special orders or personalized items);
• personal care products (beauty products);
• Products containing hazardous materials, flammable liquids, or gases .
• Please contact us through our customer service channels if you have any questions or concerns about your specific item.
2. The product must be returned in its original packaging , in perfect condition;
3. The product must be returned in perfect condition , showing no signs of use or consumption , in the same perfect state as when it was received.
4. The product must be returned with labels (or protectors) attached, manuals, and all accompanying items and accessories ;
5. We do not exchange products due to incorrect sizing. We provide measurements on the product pages precisely to avoid errors in size selection. According to the Consumer Protection Code, after 7 days from the date of receipt of the product, there is no legal obligation to exchange or return purchases made through websites or online stores. Exchanges or returns are not possible due to consumer regret regarding color, size, model, or any other reason.
6. It is important to note that, in the case of returns due to buyer's remorse regarding the purchase of services and/or products, the BUYER will only receive the amount to be refunded, less the shipping cost and all transaction expenses related to the purchase made by the customer . When returning the product, the shipping cost and expenses such as Payment Gateway, Checkout, and IOF (Brazilian tax on financial transactions) will not be refunded, as these are transaction service fees charged by the financial payment operator and will become the customer's responsibility for not permanently acquiring the product. The intention is to provide the customer with greater satisfaction by reducing costs, should the customer permanently purchase services and/or products from the Ki-Pegada Multimarcas online store.

PROCEDURE FOR REQUESTING AN EXCHANGE OR RETURN

Send an email to ki-pegada@ki-pegadamultimarcas.com and include the following information:

1. Product name;
2. Order number;
3. Email address registered when purchasing the product;
4. Proof of purchase;
5. Reason for exchange or return;
6. VIDEO PROVING THE PRODUCT DEFECT. Necessary to analyze and verify if it is simply a lack of understanding in the use of the product. Or to provide proof to the supplier;
7. Please forward the email you received regarding your purchase order to verify the details of your order and allow us to find your information in our database.

Once all the requirements mentioned above regarding the exchange or return request have been validated, we will inform you of the postage address to exchange or return the product. In case of a return, the amount to be refunded to the customer will be made in accordance with the normative instructions contained in this " Refund Policy ", which can be viewed at the URL address via the link https://www.ki-pegadamultimarcas.com/pages/politica-de-restituicao .