Exchanges and Returns

Exchange or Return Procedure

Requests for exchanges or returns must be made via email.

The customer must send the exchange or return request to hb@hiperboloid.com.br , stating the order number, full name and reason for the return or exchange.

Upon receipt of the request, if the customer is within the deadlines set out in our Terms, a postage authorization code will be made available at the Post Office to send the merchandise.

The customer will be notified via email or telephone about the status of her exchange/return.

In the case of returning or exchanging goods, the customer must send the Invoice (DANFE) received along with their parts and the document must be dispatched together with the goods being returned.

If one of the hypotheses mentioned below occurs, refuse to receive the product and/or contact us immediately:

Withdrawal from the purchase (regret);

Open or damaged packaging;

Defective product;

Product not in accordance with the order;

In the case of an exchange or return, who will cover the shipping costs?

All costs relating to the first return/exchange of the product are the responsibility of the seller, as long as the request meets the deadline of 7 (seven) calendar days from the date of receipt of the product.

Consumer Protection Code

Learn about the Brazilian consumer protection code through this link: http://www.planalto.gov.br/ccivil_03/Leis/L8078compilado.htm 

Return / Reimbursement of Amounts

If you choose to refund the order value instead of exchanging the product, check below, depending on the payment method selected at the end of the order, how the refund process will be carried out.

Credit Card: for the refund of amounts for orders paid by credit card, the transaction will be refunded/cancelled in full, and will be refunded on the following month's invoice.

Credit Card: for partial refunds of amounts (if not all products are returned) paid by credit card, a bank transfer will be made after receipt and verification of the goods at our Distribution Center.

Bank slip or online debit: the money back in the case of purchases made via bank slip will be made via bank deposit. The deposit will be made into the account of the holder responsible for sending the order.

Product Exchanges

The deadline for requesting a product exchange is 7 (seven) calendar days after receipt of the order (including the date of receipt), and must be done via email: hb@hiperboloid.com.br .

Defective product

If upon receiving the product, you identify any defect, immediately notify Hiperboloid via email: hb@hiperboloid.com.br for guidance on the procedures to be adopted.

To exchange or return a defective product, the following conditions must be observed:

The product must not have signs of use.

In the case of returning or exchanging goods, the customer must inform on the back of the invoice (DANFE) received: Full name, CPF, date of return and signature, as well as the reason for the return or exchange. Said document must be dispatched together with the goods being returned.

Return due to regret/withdrawal

The customer has the right to cancel or withdraw from purchases made outside the commercial establishment, with a full refund guaranteed, if they regret it within seven days after the purchase in accordance with article 49 of the Consumer Protection Code.

"Art. 49. The consumer may withdraw from the contract, within 7 days from its signature or the act of receiving the product or service, whenever the contract for the supply of products and services takes place outside the commercial establishment, especially by telephone or at home.

Single paragraph. If the consumer exercises the right to repentance provided for in this article, any amounts paid, in any capacity, during the reflection period, will be returned, immediately, monetarily updated".

Observing the following conditions:

The product must not have signs of use;

The product must be sent in the original packaging, undamaged, accompanied by an invoice, labels, tags (label with product reference code) duly attached to the product and all its accessories;

The conditions mentioned above must be met for the refund or reversal of the transaction to be carried out. If any discrepancy or violation of the product is identified, we will not accept the return and will return the product to the sender without prior consultation.

In the case of returning or exchanging goods, the customer must inform on the back of the invoice (DANFE) received: Full name, CPF, date of return and signature, as well as the reason for the return or exchange. Said document must be dispatched together with the goods being returned.