Exchanges, Returns and Refund Policy
Dear customer, we want to remind you that you are guaranteed by law to regret the purchase made through this means (digital) within 7 calendar days of the act of purchase or receipt of the product (art. 49 of the CDC - Law No. 8,078 , 11/09/1990 ).
About Refunds: Normally, the refund of the purchase amount is made when the item is received by the recipient, which usually occurs within a range of 14 to 28 business days via the Post Office. Upon receipt, our team contacts the buyer to begin the refund procedure for the amount paid.
If the purchase was made by bank slip, the refund will be made through the payment platform used on our website, which is APPMAX, the same one that appears on the bill issued upon acquisition. For purchases made with a credit card, the amount will be refunded on the next invoice, after proof has been sent by our Support Center.
Important note: If the recipient is unavailable to receive the order or if the address provided is invalid or incorrect, the item will be sent for collection at the official Post Office. If the buyer does not collect the item within the deadline stipulated by the Post Office, the refund will not be made, as long as the customer contacts us requesting a refund or resending the order, which will be done free of charge as long as communicated within 7 days.
About Returns: If the buyer is not happy with the purchase, they have up to 7 days from receiving the item to contact us and inform them that they wish to return the item, as guaranteed by art. 49 of the CDC - Law No. 8,078, of 09/11/1990 .
To receive a full refund, returned items must be in new condition as received (without any damage, scratches, signs of falling, scratches, among others, that make them unsuitable for resale), as well as with all packaging, official user manuals and accessories that were delivered.
In case of damaged items, the buyer must contact us within 30 days of receiving the item. We ask that you send photos and, for any electronic items, videos of up to 2 minutes showing any defects in detail. For other items, we request photos to be sent.
The buyer must inform our Support Center in advance whether they wish to return the item and receive another, if it is still available in our stock and active on the website, or whether they prefer to return the amount paid.
To contact us, send an email to contato@planetemporio.com or contact us via our official WhatsApp number: +55 11 9 9375-3602. Any return labels will be duly sent by email for download by the customer.
Attention: Planet Empório is not responsible for shipping costs for returns followed by refunds, chargebacks or exchanges for other products, this expense is the customer's responsibility.
If your product has any defects or manufacturing defects, contact our store via WhatsApp to activate the warranty. More details on how the process works can be obtained at the following link: Warranty Terms