Refund Requests

Confirmation

To prevent mistaken or false requests, accepting these terms and each return or refund request requires an original three-digit PIN shown on screen (platform captcha; no third-party service).

Opened or used items

After the product has been opened and used, returns are not allowed.

Defects

For malfunction, missing parts, or breakage, proof is required. Record one continuous, uncut, unedited video from opening the box through first use, with the invoice visible in the recording. Without that video, there is no right to return or refund.

10-day window

More than 10 days after receipt confirmation, returns are not allowed, even if the product is unopened and unused. Receipt is confirmed when you confirm it, or automatically 24 hours after delivery.

Benefits, cashback, promotions, and Rematar

If you accept cashback points during delivery, offers, promotions, discounts, coupons, club points, or Rematar Produto / auction, you lose warranty, refund, and return rights.

Process

• Submit the request with the PIN, item condition, and a defect video when applicable
• Cancellation before shipment remains possible when no benefit has voided those rights
• Approved refunds follow the original payment method or platform balance

1. Automatic confirmation after 72 hours

1.1 Automatic confirmation happens 72 hours after the product is left at the reference point, when there is a photo, a position, and a time.

1.2 Without that proof, automatic confirmation does not happen.

1.3 After automatic confirmation, the seller amount stays held for 7 days. An open complaint keeps the hold.

2. Digital file after download

2.1 After the first download, a digital file cannot be refunded.

2.2 A defect can still be reviewed, with the required proof.

2.3 Each license allows up to 5 downloads. A refund, cancellation, or payment dispute ends access.

3. Local courier receipt code

3.1 When the package is loaded, the customer receives a 4-digit code. The code belongs only to that order, and only the customer can see it.

3.2 The correct code, with the time and the courier phone position, is complete proof. The 72-hour automatic confirmation and the 7-day hold follow the same path as a carrier delivery.

3.3 After 5 wrong codes, delivery continues with a photo and an administrator review. Until that review is done, automatic confirmation does not start.