Exchanges and Returns
Returns are a process in the relationship between the customer and the store, as they are when the consumer returns an item purchased because it did not meet their expectations or because it has some type of defect. This situation can occur both in cases of regret on the part of the buyer and in cases of damage to the product.
In both cases, the payment method used during the purchase will be followed. However, before this, the product must undergo a technical analysis as soon as it is received at the Distribution Center.
If the product is not in accordance with what was delivered, such as if it differs from the product purchased, has been consumed or tampered with in any way, the store reserves the right to not proceed with the refund and reimbursement of the amount paid by the customer.
Therefore, it is important to keep the product in perfect condition, without using or altering it, to ensure that the return process is carried out correctly and effectively.
Cadiveu’s exchange and return policy is exclusive to our online store and strictly follows the Consumer Defense Code*. We are committed to ensuring the complete satisfaction of our customers and, therefore, we offer the possibility of canceling the purchase within seven days after receiving the product.
Furthermore, in the event of a manufacturing defect, you have a thirty-day warranty period from the receipt of your order to make the exchange. We know that unforeseen events can happen, but we are always ready to help and solve any problem that may arise.
Our team is available to answer any questions and assist throughout the exchange or return process. Count on us to ensure your satisfaction and the excellence of our products.
Service channels:
If you wish to request the cancellation of the purchase, exchange or return of our products, please contact us through one of our service channels.
Send an email to [email protected] or call 0800 942 22 24 or WhatsApp available on Cadiveu 11 3165-6899, our service is available on business days during business hours.
How do I return a product?
The return period is 7 days after receiving the product.
Please contact us by email at [email protected], informing us of the reason for the return, so that we can help you proceed with the return.
I bought something and regretted it, how do I proceed?
At Cadiveu, we care about our customers’ satisfaction and are happy to offer a return policy to ensure peace of mind when purchasing on our website.
Our return period is 7 (seven) days from receipt of the product. In order for the return to be accepted, the product must be within the conditions stipulated in our policy.
To facilitate the return, the shipping and return costs of the product will be at our expense, except in cases of cancellations or partial returns of products.
It is important that before making the return, you check the “product conditions for exchange or return” which are detailed below.
Our team is available to answer any questions and ensure that you have a satisfactory shopping experience on our website.
We will check whether your order has already been shipped and, if so, we will request that the delivery be suspended. However, if the time is too short for this action, we ask that you refuse the delivery.
As soon as we receive the product back, we will quickly begin the process of canceling the purchase and refunding the amount to the same payment method used in the transaction.
Problem with Delivery, Damaged Product and/or Packaging.
If there is any setback in the delivery or the product arrives damaged, it is essential that you contact us immediately. We are fully available to assist you in resolving any unpleasant situation that may arise during the purchase process, such as the lack of an item or the purchase of a product that does not match what was purchased. For this reason, we ask that you inform our Cadiveu Customer Service Center within 24 hours of receiving the product. Count on us to resolve any eventualities and ensure your complete satisfaction.
When contacting us, please clearly describe the problem you are experiencing. If possible, attach photos or videos that can illustrate the situation. This way, we will be able to assess the situation more accurately and act quickly to resolve the problem.
Our goal is to ensure that you are satisfied with your purchase and that you have a positive experience with us. Therefore, we are always open to hearing your suggestions and criticisms, so that we can further improve our processes and products.
Count on us to help you at any time and we are eager to serve you in the best possible way.
My product is defective. What should I do?
Please contact us via Customer Service by sending an email to [email protected] with information about the incident and images showing the batch and expiration date of the product, so that we can help you with a new shipment.
How will I receive the amount after canceling the purchase?
Refunding a purchase made with a credit card can be a somewhat complex process, but we are here to help you understand. The refund on your credit card will be visible on the next two invoices after the return is completed. However, the time frame may vary depending on the card’s expiration date.
It is important to note that, depending on the procedure of the credit card issuing bank, the refund may be made in a single statement, for the total amount of the purchase, regardless of whether the amount was paid in installments. This means that the customer may continue to be debited monthly, according to the installment plan made.
We understand that this situation may raise some questions, but we are available to help you throughout the refund process. Our team is ready to provide all the necessary support to ensure that you receive your money back as quickly as possible.
We would like to remind you that, in some cases, it may take up to 15 business days for the refund (or credit on the subsequent statement) to be registered by the issuing bank. We want to make sure that you are aware of this period to avoid any inconvenience.
For those who chose bank slip or pix as a payment method, the refund will be made directly to the bank account corresponding to the CPF or CNPJ of the customer who made the purchase. In addition, you will also receive an email notification about the cancellation, including assistance in registering your bank account and/or Pix key, or even a purchase voucher to use in our online store, Cadiveu Store.
Our goal is to always offer a positive and transparent shopping experience, so we are available to clarify any doubts or assist with any issues that may arise.
Deadlines
Payment method: Card
Refund: Card
Receipt deadline: Within 2 invoices
Payment method: Boleto
Refund: Current account informed at the time of the request and same CPF or CNPJ of the purchase.
Receipt deadline: 10 business days
Payment method: PIX
Refund: Current account – PIX and same CPF or CNPJ of the purchase.
Receipt deadline: 2 business days