In order to proceed in any of the cases (Desistance of purchase / Exchange / Defect), please send an e-mail to [email protected] or contact us by phone (11) 5061-4609, stating the order number or the CNPJ number of the buyer and the reason for the exchange.
Items returned without prior contact by e-mail, after the established deadline, or with the product not in accordance with the conditions for exchange and return will be returned to the customer.
If the customer made the purchase, received the product in perfect condition, and still does not feel happy, he can cancel the order and get his money back. For this, he has a maximum of 7 (seven) calendar days, after receiving the product.
The product must be returned in its original packaging without any signs of use and with the receipt.
The return and refund of the amount paid will be made only after an analysis of the conditions in which the product is found.
The refund of the product’s value will be made according to the payment method chosen at the time of purchase. If the purchase is made by credit card, the chargeback may occur in up to 2 subsequent invoices, due to operational issues of the credit card companies. Refunds will be made by bank transfer within 10 working days after the return is analyzed by the Massari Festas team.
The exchange request must be made within 7 (seven) calendar days from the date of receipt of the goods. Applications received after this deadline will not be accepted.
The customer can exchange the product for any other from the site, subject to its availability in stock. According to the CDC, freight charges for product exchanges are the responsibility of the client, but Massari Festas will take responsibility for the freight charges for sending new products resulting from exchanges, with the client being responsible only for the return freight charges.
As in the case of giving up the purchase, for the exchange to be made, the product must be returned in its original packaging without any signs of use. The exchange will only be made after an analysis of the product’s condition.
Although we take all the necessary care to ensure the delivery of the order within the desired conditions, the customer should be aware and refuse to receive the goods and contact us immediately via our email [email protected] , if you notice any of the situations below:
- product damaged in transport;
- violated packaging;
- missing accessories or items;
- product not in accordance with the order;
- If you notice the damage after delivery, the deadline for return is 48 hours from receipt of order.
If the product presents any eventual problem such as a manufacturing defect, it can be returned or exchanged. The request for exchange or refund, in this case, must be communicated within 30 (thirty) calendar days from the date of receipt of the goods.
The shipping costs for returns and exchanges, in this case, are the store’s responsibility and will be refunded to the customer.
If the product is found to be defective, it will be returned to the customer.
Massari Festas will not be responsible for exchanging any product in which the defect is due to misuse.