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Terms of Use

TERMS OF USE, DELIVERY, EXCHANGE, AND PRODUCT RETURN POLICY

Please carefully read this Terms of Use, as it is the document that will govern your conduct in using this website. By using our online store, you will be adhering to all the terms and expressly agreeing to the conditions outlined for its use.

CHANGES TO TERMS OF USE

We reserve the right to make changes to services, products, prices, qualities, quantities, information, and any other materials, as well as to terminate its operations at any time without the need to provide any prior notification to you, and without granting you the right to any compensation.

PRIVACY

We guarantee the confidentiality of all data provided by users of this website. We commit not to disclose your email or personal information to third parties.

REGARDING REGISTRATION

Registration is necessary for making purchases on this website. It is hereby agreed that the personal data provided in the electronic registration are true and accurate, and you will be held responsible for any damages and/or losses that may result from the use of false information.

CONDUCT ON THE WEBSITE

Upon accessing our online store, you commit not to send, upload, or transmit any material containing codes or viruses, as well as not to use false identity and not to behave in a vulgar, inappropriate, or offensive manner while using this service. Violation of this may result in the permanent removal of content deemed inappropriate according to the terms or immediate account cancellation, without prejudice to liability for any potential losses and damages caused.

DELIVERY TIMEFRAME

Delivery will take place according to the selected payment option at the time of purchase and will depend on payment confirmation by the entity responsible for the payment method. The delivery timeframe varies based on the region and is calculated from the first business day following the dispatch. After dispatch, the responsibility for handling and delivering the products rests entirely with the postal service, and occasional delays in the process may occur.
São Paulo and Greater São Paulo: 5 business days.
Other States: from 5 to 10 business days.

EXCHANGE, RETURNS, AND WITHDRAWAL POLICY

It is part of GranKéra Professional's mission to ensure the satisfaction and well-being of our customers. Based on this mission and respect for your rights, we have created an "Exchange and Returns Policy" based on the Consumer Protection Code, demonstrating that the relationship between GranKéra Professional and you is based on trust and transparency.
All requests involving exchanges and returns must be communicated directly by email to [email protected].

MANDATORY GENERAL CONDITIONS TO BE OBSERVED IN ANY CASE: The product will only be exchanged, canceled, or accepted if it is in its original packaging, without any signs of use, without violation, and accompanied by an invoice. In any of these cases, GranKéra Professional will only accept after analyzing these conditions. This analysis will be conducted within 5 (five) business days, counting from the receipt of the product or the withdrawal request.

Learn about the rules of this policy and in which situations it can be used:

1 - RETURN DUE TO REGRET OR WITHDRAWAL

If you receive the product and want to cancel the purchase, you can return it and receive a refund of your order amount. However, it is essential to observe the non-extendable period of 7 (seven) calendar days from the receipt of the product for withdrawal from the purchase, as provided in Article 49 of the Brazilian Consumer Protection Code. If the product meets the requirements set out in the general conditions, the refund of the paid amount will be according to the payment options below:

- Credit card: The cancellation of the charge will be requested from your credit card company. If the amount has already been debited by the credit card company, they will be responsible for refunding the paid amount.

- Bank slip (boleto bancário): The refund will be made to your checking account within 10 (ten) business days. If your cancellation is not approved after the analysis due to the product not meeting the conditions listed above, it will be returned without prior consultation.

In the case of RETURN DUE TO REGRET OR WITHDRAWAL, the return shipping cost will be borne by the customer.

2 - DAMAGE

Upon receiving the merchandise, ensure the condition of the product. If you detect any damage upon delivery, refuse to accept the product and immediately notify our Customer Service through the email: [email protected]. Considering all the general conditions above, the total time for the exchange may vary depending on the region where the collection and new delivery will be carried out. In the case of DAMAGES, it's important to question and notify the delivery person at the time of delivery so that the re-shipping fee is not charged again.

3 - DEFECTIVE PRODUCT

Subject to the above general conditions, the request for exchange must be communicated to our Customer Service within 7 (seven) calendar days, counting from the receipt date. The deadline for collecting the product will be informed via email or phone. The products will be analyzed by GranKéra Professional, and when the general conditions are not met, they will be returned without prior consultation. The total time for the exchange will vary depending on the region where the collection and new delivery will be carried out. In the case of DEFECTIVE PRODUCT, if we confirm that the complaint is valid, the shipping will be complimentary, both for the return of the defective product and for the replacement.

4 - PRODUCT IN DISAGREEMENT WITH THE ORDER

If you receive a product that does not match your order, you should refuse the delivery and immediately contact our Customer Service via email: [email protected]. If you identify the error after receiving the product, you should promptly notify our Customer Service via email: [email protected]. The deadline for collecting the product will be informed via email or phone. The correct product will be dispatched within 10 (ten) business days after the collection. If the product is unavailable in our stock, it will be replaced with another of the same value. However, if you do not wish to receive a similar product, you have the right to request a purchase cancellation or even an exchange for another item of the same value.

In the case of PRODUCT IN DISAGREEMENT WITH THE ORDER, if we confirm that the complaint is valid, the shipping will be complimentary, both for the return of the product in disagreement and for its replacement.

Important: The product to be exchanged must be 100% intact in terms of packaging, without damages or any type of deformity. Otherwise, please contact our customer service through the email [email protected].