Shipping & Returns

1. General conditions

1.1. All exchange or return requests must be made within 7 (seven) days from the delivery date. In case of damage or identification of lack of product, at the time of delivery, the goods must be refused and the reason for the refusal must be written on the back of the invoice. In case of defects identified after the period of 7 days, our customer service department must be notified.

1.2.Requests for cancellation or exchange of products must be made directly by email contato@multclear.com.br or by phone  (12) 3413 - 5925. .

1.3.Multclear.com.br marketplace is exempt from the obligation to respond to requests for exchange or returns of any returned products without the customer service sector being notified in advance, or outside the stipulated period for the operation or with the absence of accompanying items/accessories.

2. When to refuse the product

The products are sent to the customer in perfect condition. If any of the hypotheses below occurs, refuse receipt and write the reason for the refusal on the back of the DANFE (Auxiliary Document of the Electronic Invoice):

• opened or damaged packaging;

• defective product;

• product not in accordance with the order;

• lack of accessories.

If you still accept the product, please contact customer service within 2 business days. To request a refund through the website, contact us by email: contato@multclear.com.br.

3. Exchange or cancellation of purchase

3.1. The return of any product can only be made within a period of up to 7 (seven) days from the date of receipt of the goods. During this period, if the product is defective, or if you are not satisfied with the purchase, please contact our customer service department and request an exchange.

3.2. To exchange a product, the following conditions must be observed:

• the product must be sent in the original packaging, without signs of use, without violating the manufacturer's original seal, accompanied by the DANFE (Auxiliary Document of the Electronic Invoice), installation manual and all accessories.

• Products stated in your purchase that are personalized, or made to order, are not subject to returns.

Cancellations can be made directly by e-mail contato@multclear.com.br or by phone 11-4210-5977.

4. Return by Post

4.1. If the product, together with the packaging in which it was delivered, weighs less than 15 kg and its dimensions do not exceed 105 cm in height, 105 cm in width and 105 cm in length, the return can be made by post.

4.2. To post the product follow the instructions:

• pack the product in its original or similar packaging;

• return all items/accessories that came with the product;

• attach the duplicate of the DANFE (Auxiliary Document of the Electronic Invoice), received upon delivery. It is essential that it be sent so that the product can be identified;

• state the reason for the return on the back of the DANFE.

4.3. We send postage authorizations only in cases of product defect or error, in case of withdrawal, the shipping is at the customer's expense.

5. Return by collection at the place of delivery

5.1. The marketplace loja.deca.com.br collects the product(s) at the same address where the delivery was made.

5.2. Collections are made from Monday to Friday, excluding holidays, from 8 am to 9 pm. Our carrier leaves a proof of collection on site.

5.3. It is essential to respect the following instructions:

• pack the product in its original or similar packaging;

• return all items/accessories that came with the product;

• attach the duplicate of the DANFE (Auxiliary Document of the Electronic Invoice) received upon delivery. It is essential that it be sent so that the product can be identified;

• report, on the back of the DANFE, the reason for the return;

• ask the carrier for proof of delivery. If the carrier does not have the protocol, do not deliver the goods and communicate the fact to the customer service department by e-mail lojadeca@cazco.digital or by phone (12) 3413 - 5925 .

6. Deadline for resolving the exchange

6.1. Partner sellers of the loja.deca.com.br marketplace have up to 30 (thirty) calendar days, counted from the date of receipt of the product in their store, to verify that the request meets the requirements of the Exchange and Returns Policy. If so, it will ship another product to the customer.

7. Refund of the amount paid

7.1. The marketplace loja.deca.com.br will refund the amounts paid using the same payment method chosen in the purchase process.

7.2 For purchases paid by credit card, the card administrator will be notified and the chargeback will occur on the next or subsequent invoice, all at once, regardless of the number of installments used in the purchase. The refund period depends on the card administrator.

7.3. For purchases paid with bank slip or debit, the refund will be made by bank deposit, within 10 (ten) business days, only in the buyer's current account, which must be individual. It is necessary that the CPF of the current account holder is the same that appears in the order (customer CPF). If the buyer does not have a current account that meets the aforementioned conditions, a Payment Order will be sent, within the same period, in the name of the holder of the purchase. It can be redeemed at any branch of Banco Itaú, upon presentation of an identity document and CPF.

7.4. Refunds will be processed only after receipt and analysis of the product(s) at the Loja.deca.com.br Distribution Center.

7.5. Attention: the marketplace loja.deca.com.br is exempt from the obligation to respond to requests for exchange or return of any product returned without communication to customer service, outside the stipulated period for the operation or with the absence of items/accessories that accompany you.

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