SHIPPING & RETURNS
DELIVERY POLICIES
Deliveries are made from Monday to Friday, from 8 am to 6 pm. The delivery time is an estimate, counted from the confirmation of payment in business days, that is, it does not include Saturdays, Sundays and holidays.
Exceptional deliveries may occur on Saturdays, Sundays and holidays.
RETURN POLICY
Before any procedure, the exchange or return must be requested from our Customer Service.
It is important that you keep the product with all the accessories, without violating the seals and in the original packaging. We recommend that, upon receipt of the purchase, you check the items in the order. In case of disagreement, refuse the package before signing the delivery receipt and contact our Customer Service together with your order number.
IMPORTANT INFORMATIONS
SHIFT POLICY
SIMPLE EXCHANGE
Before any procedure, exchange or return, the customer has up to 7 calendar days to request the exchange of the product from our Customer Service.
It is important that you keep the product with all the accessories, without violating the seals and in the original packaging. We recommend that, upon receiving the purchase, you check the order items. In case of disagreement, refuse the package before signing the delivery receipt and contact our Customer Service together with your order number.
NON-COMPLIANCE PRODUCT
In the case of a simple exchange, contact our Customer Service.
The product will be analyzed by our Distribution Center and evaluated by the quality sector. After that, you will be able to choose between a full credit of the amount paid, a refund in the original form of purchase or another item of equal value available on the site.
Use our Customer Service department venilo@usevenilo.com to request the exchange or return of your order. We will return within 1 business day with the product collection instructions.
DEFECTIVE PRODUCT
If the customer notices: (i) Any defect or manufacturing defect or violation of the packaging seal, (ii) that the product arrived at its destination broken, or (iii) does not change the taste, aroma, texture and visual appearance, he must contact contact the SAC, by phone, chat or e-mail, within a period of up to 7 days from the recipient of the respective product (under the terms of Art. 26, II of the CDC) and, following the instructions given to you, send the product to VENILO in its original packaging (including accessories, manuals, etc.). It is important to save a note.
The returned products will be analyzed by VENILO and, if confirmed: (i) The defect or manufacturing defect or violation of the packaging seal, (ii) that the product arrived broken at the destination, or (iii) there was a change in the flavor , aroma, texture and visual appearance, VENILO will cover, exchange the product or exchange defective parts of the product within a period of up to 30 calendar days from the request made by the customer. The respective exchange will not be carried out if signs of poor handling or misuse of the product are found - as, for example, in the case of wines, the bottles must be stored in a cool place, sheltered from light and heat and in a horizontal position. Therefore, any variation of these practices can be characterized as mishandling or misuse of the product.
If the problem is not resolved by VENILO within the period mentioned above, the customer may choose to: (i) exchange the product for another identical and new product, if available at the time of the request; (ii) exchange the product for another of equivalent and new value; or (iii) requests a proportional reduction of amounts paid in future purchases.
If no defects or manufacturing defects are found in the product or if it is found that the defects in the product are due to poor handling or misuse by the customer, VENILO will send the product back to the customer without refunding the amounts paid.
RETURN POLICY
BY REGRET
In case of regret or withdrawal, the customer has up to 7 calendar days to request the return of the product to our Customer Service.
The product will be analyzed by our Distribution Center and, if it is in perfect condition, you will be able to choose between a full credit of the amount paid or a refund in the original form of purchase. Customer Service will give you instructions on how to proceed.
Responsibility for payment of freight
In case of return of the product due to repentance made within a period of seven calendar days or exchange/return of a product with a defect or manufacturing defect, the shipping cost for sending the product from the customer to VENILO will be paid in full by VENILO.
For this, the customer must contact VENILO by telephone or email.
Remembering that for shipping it is necessary to send the product in the original packaging (including all its accessories, manuals, etc.).