Exchange and Return Policy
1.1. GENERAL INFORMATION
1.1.1. TOTH is committed to your complete satisfaction with purchases made on our website and, aiming at a partnership of respect and trust, we have created the Exchange and Return Policy, based on the Consumer Protection Code.
1.2. REFUSAL TO RECEIVE THE PRODUCT
1.2.1. To avoid any problems with your purchase, when placing your order, please pay attention to:
a) The color of the product (the photo on the website is merely illustrative);
b) The product description and technical specifications;
c) The dimensions of the product (check if there is space to assemble the product where it will be installed) and the relevant items;
d) The voltage of the product (check if it corresponds to the region where it will be used);
1.2.2. Your order may be refused for a number of reasons, as listed below in a non-exhaustive list. Please note that this right must be exercised at the time of receipt, otherwise it will not be classified as a refusal, but rather as regret or cancellation, provided that it meets the legal deadline. After refusing to accept your order, contact Customer Service, CONTACT US, and report the incident. The following are reasons for refusal:
a) Product damaged during transport;
b) Missing accessories or items;
c) Damaged packaging;
d) Product does not match the order;
e) Lack of invoice or discrepancy between the description on the invoice and the product received.
1.3. WITHDRAWAL POLICY
1.3.1. According to article 49 of the Consumer Protection Code, in purchases made outside the commercial establishment, the consumer has up to 7 (seven) calendar days to regret the purchase and communicate the withdrawal to the supplier. In verbs:
Art. 49. The consumer may withdraw from the contract within 7 days from the date of its signature or receipt of the product or service, whenever the contract for the supply of products and services occurs outside the commercial establishment, especially by telephone or at home. Sole paragraph. If the consumer exercises the right of withdrawal provided for in this article, any amounts paid, for any reason, during the cooling-off period will be immediately returned, monetarily updated.
1.3.2. Requests to cancel a purchase will be accepted for up to 7 calendar days, provided that:
a) Are made by contacting Customer Service within the informed period of 7 (seven) calendar days after receipt of the product;
b) The merchandise must be returned to TOTH in its original packaging (internal/external when applicable), without having been used and with the manual/accessories that accompany it, always with the 1st copy of the sales invoice.
IMPORTANT: If the above requirements are not met, TOTH will not be obliged to accept the cancellation of the purchase. In this case, the product collected by the carrier or sent by post will be returned to the delivery address, accompanied by a report on the problem found, without refund, and the entire return process will be canceled.
1.3.3. The right to regret leads to the cancellation of the purchase and, just as the consumer receives a refund of the amounts paid, the supplier must receive the product intact, in conditions to be sold again, not allowing any sign of use or damage to the product, its components or its packaging.
1.3.4. The return of the product may be requested through our Customer Relationship Center (CRC), in the following ways:
a) The CUSTOMER may post the item to be returned directly to the post office, using a postage code provided by CRC/ TOTH or;
b) The CUSTOMER may request collection of the item at the address to which it was delivered.
1.3.5. In the event of cancellation of the purchase due to regret, the amount paid by the CUSTOMER will be fully refunded as described in the item “Refund of Amounts” below.
1.4. OF THE DAMAGE
1.4.1. If the product is damaged during transportation, refuse to accept it and contact Customer Service.
1.5. DEFECTIVE PRODUCT
1.5.1. Within a period of up to 90 (ninety) calendar days from receipt of the product, the exchange/return procedure will follow the provisions of the Consumer Protection Code. In verbs:
Art. 26. The right to complain about apparent or easily detectable defects expires in:
I - thirty days, in the case of provision of services and non-durable products;
II - ninety days, in the case of the provision of services and durable products.
§ 1° The counting of the limitation period begins from the effective delivery of the product or the end of the execution of the services.
§ 2° The following prevent forfeiture:
I - the complaint demonstrably made by the consumer to the supplier of products and services until the corresponding negative response, which must be transmitted unequivocally;
II - (Vetoed).
III - the opening of a civil inquiry, until its conclusion.
§ 3° In the case of a hidden defect, the limitation period begins at the moment the defect becomes evident.
Art. 27. The claim for compensation for damages caused by a product or service as provided for in Section II of this Chapter shall expire in five years, with the term beginning to run from the date on which the damage and its cause are known.
1.5.2. If the product is not repaired within 30 (thirty) days, it will be up to the CONSUMER to choose between the following alternatives, in accordance with article 18 of the CDC:
a) Replacement of the product for another identical product or, if it is not in stock, for a similar item or for a voucher to be used on the website www.tothmoveis.com.br;
b) Refund of amounts paid by the consumer;
c) Proportional price reduction.
1.5.3. If the product is essential, i.e. if it is immediately determined that it cannot be repaired, the CONSUMER may use one of the above alternatives as soon as the item is collected and it is determined that it falls into this situation.
1.5.4. The defective product must be sent to TOTH in its original packaging, accompanied by the manuals and accessories and, without fail, must be accompanied by the 1st copy of the sales invoice. If the CUSTOMER does not have this document, the exchange request will not be accepted.
1.5.5. The defective product will be collected from the delivery address using the transport service contracted by TOTH .
1.5.6. TOTH is exempt from any responsibility for accepting the exchange or return of any product in which the defect occurred due to misuse by the CUSTOMER, or in cases of complaints made outside the deadlines established in this policy.
1.6. OTHER REASONS FOR EXCHANGE OR RETURN:
Refuse to receive the merchandise and immediately notify our Customer Service Center in the following cases: if there is any irregularity at the time of delivery or if the product is not physically intact and/or the packaging is broken. If the product has been received, follow the procedures indicated above for cancellation, paying attention to the 7 (seven) day period from the date of receipt.
1.7. REIMBURSEMENT OF AMOUNTS
1.7.1. Reimbursement of amounts may occur in the following ways:
a) The amount paid for the product and respective shipping will be returned in full, in the same form in which it was paid, observing the other conditions applicable to the case described in this policy, or;
b) The CUSTOMER may choose to receive the refund in the form of a voucher, valid for 1 (one) year and may be used for new purchases on the TOTH website.
1.7.2. In the event of a partial return of the order, the shipping cost to be refunded will be proportional to the items returned.
1.7.3. In the case of payment by Credit Card: The refund may occur in up to 2 (two) subsequent invoices. The processing time is the responsibility of the administrator of the card used, and TOTH therefore has no influence/relationship with the operator used.
1.7.4. In the case of payment by Bank Slip or Online Debit, the refund will be made by bank transfer to the current account held by the CUSTOMER, as soon as possible, and must be made within 10 (ten) business days. If the CONSUMER is not the holder of the current account sent for the refund, TOTH Customer Service and the CUSTOMER will agree on how the refund will be made. Credit will not be granted to third parties due to the high risk of fraud.
1.8. IMPOSSIBILITY OF EXCHANGE
1.8.1. In accordance with the CDC (Consumer Protection Code), TOTH guarantees a period of up to 90 days (calendar) from the date of receipt of the order by the Post Office, for the consumer to send the product and undergo technical analysis in case of suspected defect and exchange of the product. After this period, the exchange will be refused immediately.
a) No attempt at repair or adjustment should be made by the customer, as any intervention outside of TOTH will result in the loss of the exchange/or return guarantee.
b) It is essential that the composition label remains attached to the item, as it contains specific instructions for its conservation and proper maintenance of the product.
c) Analysis of products purchased from our offers club must be requested by the Relationship Center with images and a detailed description of the problem identified or describing the reason for the return.
d) Products purchased in a physical store must be analyzed preferably at the place of purchase, upon presentation of the corresponding receipt or identification of the item in the customer's registration.
e) The analysis period varies from 7 to 30 days (consecutive) after receipt of the product by TOTH .
f) Exchanges will only be authorized if we determine that the damage is directly related to the material or process used in its manufacture. IMPORTANT: Signs of natural wear and tear resulting from time of use or incidents unrelated to the product are not considered manufacturing defects and are therefore not covered by the warranty, nor will they be accepted as returns.
1.9. NON-EXCHANGEABLE PARTS
1.9.1. For hygiene and health reasons, TOTH does not authorize the exchange of products such as intimate pieces, or items used in intimate areas, summer items (bikinis, swim trunks and swimsuits) and food products.
1.9.2. Products in the following categories: perfume, cosmetics and makeup are not subject to exchange or return if the packaging has been tampered with.
1.10. RIGHT OF WITHDRAWAL
1.10.1 In cases of return due to withdrawal, the period is 7 (seven) days, as stated in the Consumer Protection Code.
1.1.1. TOTH is committed to your complete satisfaction with purchases made on our website and, aiming at a partnership of respect and trust, we have created the Exchange and Return Policy, based on the Consumer Protection Code.
1.2. REFUSAL TO RECEIVE THE PRODUCT
1.2.1. To avoid any problems with your purchase, when placing your order, please pay attention to:
a) The color of the product (the photo on the website is merely illustrative);
b) The product description and technical specifications;
c) The dimensions of the product (check if there is space to assemble the product where it will be installed) and the relevant items;
d) The voltage of the product (check if it corresponds to the region where it will be used);
1.2.2. Your order may be refused for a number of reasons, as listed below in a non-exhaustive list. Please note that this right must be exercised at the time of receipt, otherwise it will not be classified as a refusal, but rather as regret or cancellation, provided that it meets the legal deadline. After refusing to accept your order, contact Customer Service, CONTACT US, and report the incident. The following are reasons for refusal:
a) Product damaged during transport;
b) Missing accessories or items;
c) Damaged packaging;
d) Product does not match the order;
e) Lack of invoice or discrepancy between the description on the invoice and the product received.
1.3. WITHDRAWAL POLICY
1.3.1. According to article 49 of the Consumer Protection Code, in purchases made outside the commercial establishment, the consumer has up to 7 (seven) calendar days to regret the purchase and communicate the withdrawal to the supplier. In verbs:
Art. 49. The consumer may withdraw from the contract within 7 days from the date of its signature or receipt of the product or service, whenever the contract for the supply of products and services occurs outside the commercial establishment, especially by telephone or at home. Sole paragraph. If the consumer exercises the right of withdrawal provided for in this article, any amounts paid, for any reason, during the cooling-off period will be immediately returned, monetarily updated.
1.3.2. Requests to cancel a purchase will be accepted for up to 7 calendar days, provided that:
a) Are made by contacting Customer Service within the informed period of 7 (seven) calendar days after receipt of the product;
b) The merchandise must be returned to TOTH in its original packaging (internal/external when applicable), without having been used and with the manual/accessories that accompany it, always with the 1st copy of the sales invoice.
IMPORTANT: If the above requirements are not met, TOTH will not be obliged to accept the cancellation of the purchase. In this case, the product collected by the carrier or sent by post will be returned to the delivery address, accompanied by a report on the problem found, without refund, and the entire return process will be canceled.
1.3.3. The right to regret leads to the cancellation of the purchase and, just as the consumer receives a refund of the amounts paid, the supplier must receive the product intact, in conditions to be sold again, not allowing any sign of use or damage to the product, its components or its packaging.
1.3.4. The return of the product may be requested through our Customer Relationship Center (CRC), in the following ways:
a) The CUSTOMER may post the item to be returned directly to the post office, using a postage code provided by CRC/ TOTH or;
b) The CUSTOMER may request collection of the item at the address to which it was delivered.
1.3.5. In the event of cancellation of the purchase due to regret, the amount paid by the CUSTOMER will be fully refunded as described in the item “Refund of Amounts” below.
1.4. OF THE DAMAGE
1.4.1. If the product is damaged during transportation, refuse to accept it and contact Customer Service.
1.5. DEFECTIVE PRODUCT
1.5.1. Within a period of up to 90 (ninety) calendar days from receipt of the product, the exchange/return procedure will follow the provisions of the Consumer Protection Code. In verbs:
Art. 26. The right to complain about apparent or easily detectable defects expires in:
I - thirty days, in the case of provision of services and non-durable products;
II - ninety days, in the case of the provision of services and durable products.
§ 1° The counting of the limitation period begins from the effective delivery of the product or the end of the execution of the services.
§ 2° The following prevent forfeiture:
I - the complaint demonstrably made by the consumer to the supplier of products and services until the corresponding negative response, which must be transmitted unequivocally;
II - (Vetoed).
III - the opening of a civil inquiry, until its conclusion.
§ 3° In the case of a hidden defect, the limitation period begins at the moment the defect becomes evident.
Art. 27. The claim for compensation for damages caused by a product or service as provided for in Section II of this Chapter shall expire in five years, with the term beginning to run from the date on which the damage and its cause are known.
1.5.2. If the product is not repaired within 30 (thirty) days, it will be up to the CONSUMER to choose between the following alternatives, in accordance with article 18 of the CDC:
a) Replacement of the product for another identical product or, if it is not in stock, for a similar item or for a voucher to be used on the website www.tothmoveis.com.br;
b) Refund of amounts paid by the consumer;
c) Proportional price reduction.
1.5.3. If the product is essential, i.e. if it is immediately determined that it cannot be repaired, the CONSUMER may use one of the above alternatives as soon as the item is collected and it is determined that it falls into this situation.
1.5.4. The defective product must be sent to TOTH in its original packaging, accompanied by the manuals and accessories and, without fail, must be accompanied by the 1st copy of the sales invoice. If the CUSTOMER does not have this document, the exchange request will not be accepted.
1.5.5. The defective product will be collected from the delivery address using the transport service contracted by TOTH .
1.5.6. TOTH is exempt from any responsibility for accepting the exchange or return of any product in which the defect occurred due to misuse by the CUSTOMER, or in cases of complaints made outside the deadlines established in this policy.
1.6. OTHER REASONS FOR EXCHANGE OR RETURN:
Refuse to receive the merchandise and immediately notify our Customer Service Center in the following cases: if there is any irregularity at the time of delivery or if the product is not physically intact and/or the packaging is broken. If the product has been received, follow the procedures indicated above for cancellation, paying attention to the 7 (seven) day period from the date of receipt.
1.7. REIMBURSEMENT OF AMOUNTS
1.7.1. Reimbursement of amounts may occur in the following ways:
a) The amount paid for the product and respective shipping will be returned in full, in the same form in which it was paid, observing the other conditions applicable to the case described in this policy, or;
b) The CUSTOMER may choose to receive the refund in the form of a voucher, valid for 1 (one) year and may be used for new purchases on the TOTH website.
1.7.2. In the event of a partial return of the order, the shipping cost to be refunded will be proportional to the items returned.
1.7.3. In the case of payment by Credit Card: The refund may occur in up to 2 (two) subsequent invoices. The processing time is the responsibility of the administrator of the card used, and TOTH therefore has no influence/relationship with the operator used.
1.7.4. In the case of payment by Bank Slip or Online Debit, the refund will be made by bank transfer to the current account held by the CUSTOMER, as soon as possible, and must be made within 10 (ten) business days. If the CONSUMER is not the holder of the current account sent for the refund, TOTH Customer Service and the CUSTOMER will agree on how the refund will be made. Credit will not be granted to third parties due to the high risk of fraud.
1.8. IMPOSSIBILITY OF EXCHANGE
1.8.1. In accordance with the CDC (Consumer Protection Code), TOTH guarantees a period of up to 90 days (calendar) from the date of receipt of the order by the Post Office, for the consumer to send the product and undergo technical analysis in case of suspected defect and exchange of the product. After this period, the exchange will be refused immediately.
a) No attempt at repair or adjustment should be made by the customer, as any intervention outside of TOTH will result in the loss of the exchange/or return guarantee.
b) It is essential that the composition label remains attached to the item, as it contains specific instructions for its conservation and proper maintenance of the product.
c) Analysis of products purchased from our offers club must be requested by the Relationship Center with images and a detailed description of the problem identified or describing the reason for the return.
d) Products purchased in a physical store must be analyzed preferably at the place of purchase, upon presentation of the corresponding receipt or identification of the item in the customer's registration.
e) The analysis period varies from 7 to 30 days (consecutive) after receipt of the product by TOTH .
f) Exchanges will only be authorized if we determine that the damage is directly related to the material or process used in its manufacture. IMPORTANT: Signs of natural wear and tear resulting from time of use or incidents unrelated to the product are not considered manufacturing defects and are therefore not covered by the warranty, nor will they be accepted as returns.
1.9. NON-EXCHANGEABLE PARTS
1.9.1. For hygiene and health reasons, TOTH does not authorize the exchange of products such as intimate pieces, or items used in intimate areas, summer items (bikinis, swim trunks and swimsuits) and food products.
1.9.2. Products in the following categories: perfume, cosmetics and makeup are not subject to exchange or return if the packaging has been tampered with.
1.10. RIGHT OF WITHDRAWAL
1.10.1 In cases of return due to withdrawal, the period is 7 (seven) days, as stated in the Consumer Protection Code.
