Our service hours are: Monday to Friday from 08:00 to 18:00 and on Saturdays from 08:00 to 12:00 via Whatsapp (37) 99814-1955.

EXCHANGES AND RETURNS

1.1. Our exchanges and returns policy was created to serve our customers and is based on the guidelines of the Consumer Defense Code. 1.2. All exchanges and/or returns must be requested using the “Exchanges and Returns Form”,

CHECK THE PRODUCT UPON DELIVERY

2.1 Whenever you receive your goods, check that the product is in perfect condition. Do not receive it if the packaging is open or damaged, if the product is damaged, if the order is not in accordance with your order, or if the delivery is not complete. 2.2 In case of return, the products will be received at our Distribution Center for an analysis of finding the defect informed by the customer. The new order, voucher or reversal will be forwarded to the customer after this assessment by our Quality Team. If the reported defect is not detected, or if any of the conditions for exchange and/or return have been breached, the product will be returned, in this case, without prior notice.

EXCHANGES OR RETURNS WILL NOT BE MADE:

a) When the product shows signs of use; b) When the product is altered in any way; c) When the product is not returned with its original items and accessories. In case of cancellation and/or exchange of items purchased in promotions/discount coupons, the amount considered for return will be the amount paid, and not the full price of the product.

If you have any questions, contact us by phone (37) 3341-1174.

RETURNS

4.1 The return of any product, including the PROMOTION product, must be communicated within 07 (seven) calendar days after receiving it.

4.2 The product must not have been washed or used, it must be free of odors, stains and without any change in its original configuration.

EXCHANGE

5.1 Exchanges can be requested within 07 (seven) calendar days after receiving the product. Applications received after this date will not be accepted.

5,2 If the product is defective after the 07 (seven) days available for return, but it is still within the 30 (thirty) days of the manufacturer's warranty, you can contact our Call Center for clarification needed.

5.3 The first exchange is at the expense of Itabrasil Mel e Própolis and can be carried out by mail, in which the product must be posted at the post office.

5.4 The deadline for completing the exchange is 15 (fifteen) consecutive days, starting from the day the product is received at our Distribution Center.

5.5 For promotional products, the deadline for exchange is 15 (fifteen) consecutive days after receiving the product, except in case of problems with the product. In this situation, for a product with a problem, the deadline will be 30 (thirty) days. Requests received after this deadline will not be accepted.

5.6 In the case of exchanges of products purchased during a promotion / discount coupon, the amount of the credit will be exactly equal to the amount paid by the customer in the original order, that is, the amount referring to the discount resulting from the promotion will not be deducted from the value of the new replaced part. Example: on the date of purchase, the product was discounted by 20% (twenty percent) and the original value of the piece is R$ 100.00 (one hundred reais) and the value of the discounted piece is R$ 80, 00 (eighty reais). In case of cancellation or exchange, the value will be R$ 80.00 (eighty reais).

REIMBURSEMENT

6.1. The refund will be made in the same amount as the returned product.

6.2. Refund amounts are refunded using the same payment method selected when purchasing the product. 6.3. If the payment was made by bank slip, the reversal will be made through a deposit in a current account. 6.4. The refund will be made within 15 (fifteen) business days of canceling the purchase or returning the product.

PURCHASE CANCELLATION

If you choose to cancel your purchase, you must pay attention to the rules:

7.1 The deadline for requesting the cancellation of an order, for any reason, is 7 (seven) working days, counting from the receipt of the goods.

7.2 Cancellations must be requested directly at the Customer Service Center, which is open from Monday to Friday from 8:00 am to 6:00 pm, by phone (37) 3341-1174. @itabrasilpropolis.com.br

7.3 Upon receiving the product, Itabrasil Mel e Própolis will carry out a technical analysis to verify that the necessary criteria for the return or exchange have been met by the customer. If not, the company will be exempt from accepting the cancellation. In this case, Itabrasil Mel e Própolis may resend the product to the customer, without prior notification, with justification for the refusal. Any questions contact us through our channels. Shipping Policy Order Tracking: As soon as the order is shipped you you will receive a tracking code to be able to follow the location of your order directly through the post office website. The code is available for tracking the next business day after the order is shipped. Delivery times: This depends on which city you are buying from and which shipping method was chosen.

SEDEX is a faster way of shipping and arrives in 1-6 days.

The PAC (ordinary postal order) takes between 4-10 days. The delivery time for your zip code can be checked in your shopping cart after entering your zip code. If your request is approved after 2 pm (Brasília time), consider starting the deadline from the next business day. Saturdays, Sundays and holidays are not considered in the calculation of working days. Orders placed and approved over the weekend will be posted on Monday. Order posting: Orders confirmed before 2 pm (Monday to Friday - Brasilia time) will be posted on the same day. Orders confirmed after 14:00 will be posted on the next business day. As soon as the order is shipped, you will receive a tracking code so that you can track the location of your order directly through the postal service's website. The code is available for tracking within minutes of posting. You will receive this code by email and you will also be able to access it in your customer area on the website. Shipping via

SEDEX 10: In the SEDEX 10 delivery service, delivery is guaranteed by the post office until 10 am on the next working day. This service is only available for certain locations. If you wish to contract shipping by Sedex 10, contact the Store Orders approved by 2 pm (Brasília time) will be posted on the same day and delivery is guaranteed between 7 am and 10 am on the next business day. If there is no one on site to receive it, another delivery attempt will be made on a consecutive business day. Free Shipping: For the state of Minas Gerais (MG), purchases over R$89.00 have a flat rate of R$5.00 and for purchases over R$139.00 shipping is free, via PAC. For the states of São Paulo (SP), Rio de Janeiro (RJ) and Espírito Santo (ES) in purchases from R$159.00 shipping is free, by PAC. The free shipping promotion is valid for a limited time and may change or be disabled at any time without prior notice. Delays or non-receipt of the order: The post office makes two delivery attempts at the addressee's address on consecutive days.

If no one is there to receive it, the order will be returned to the sender's address. If your order is delayed, please contact the store so that we can verify with the post office the reason for the delay. All our orders are sent through the CORREIO and are posted with insurance for the purchase price, and may be subject to delays in delivery by the Correios, therefore, in order for the order to be refunded to the buyer, we need to obtain a response from the Correios definitive that the order is lost. Before that, the Post Office continues to deliver the order. For the delivery to be carried out correctly, it is necessary for the customer to fill in the delivery address before finalizing the order. If any box is returned due to an incorrect or insufficient address, the customer will have to pay the shipping cost.