Return and Exchange Policy
1. How to request exchange/return?
To request the exchange or return of product(s), the customer must send an email to contato@sagui.com with the subject: EXCHANGE AND RETURN - #123456
Where the Order Number should be written replacing the number "123456".
In the body of the email, please inform as much information as possible regarding the exchange or return, such as the reason, which product you want to exchange, which size/color or which form of reimbursement.
2. When can I exchange or return a product? When is the deadline?
You can exchange or withdraw the purchase and return the product in the following cases:
a) Pursuant to the “right of withdrawal”: According to article 49 of the Consumer Protection Code, for purchases made via the internet or over the telephone, the consumer has the right to return the product and cancel the purchase. This right gives consumers the possibility to withdraw from a purchase if the product does not suit their wishes, since they have not had the opportunity to see it physically. But, be careful, this right does not give the possibility to use and return the product; just to try it out and, if you don't want it, cancel the purchase. The deadline for requesting cancellation is up to 7 (seven) days, counting from the date of receipt of the product. The product must be returned in its original packaging, with no signs of use and violation of the original seal, along with the manual and its complementary accessories (if any) and the invoice.
b) Product with manufacturing defect: According to the Consumer Defense Code, we exchange products that present defects or defects, observing the period of 90 (ninety) days for non-durable goods (our clothing products), counted of receipt of the product.
In this case, it is necessary that, in fact, there is a manufacturing defect; and not product failure due to the sole fault of the consumer (for example, use and treatment of parts that do not comply with the instructions on the label), as will be verified by our responsible sector upon return.
The product must be returned, if possible, in its original packaging, together with its complementary accessories (if any) and the invoice.
c) Breakdown: If the packaging of the product has a breakdown, refuse the product upon delivery or request an exchange or return within 24 hours of receiving the product.
The product must be returned in its original packaging, with no signs of use and violation of the original seal, along with the manual and its complementary accessories (if any) and the invoice.
d) Product not in line with the order placed: Check the goods upon delivery (model, numbering, color, gifts (if any) and other characteristics).
If you disagree with what you purchased, request an exchange or refund within 7 (days) of receiving the product, as per item “a”.
The product must be returned in its original packaging, with no signs of use and violation of the original seal, along with the manual and its complementary accessories (if any) and the invoice.
e) Exchange of product in relation to color, size, model: Exchange can also be carried out due to the color or size of the product. In this case, SAGUI will send the requested part subject to stock availability.
If the exchange is for a part of another model, the customer will be responsible for the additional amount, if necessary, which will be carried out according to the payment methods available on the site.
If there is unavailability of stock for exchange by size, color or model desired at the time of exchange, SAGUI will provide an exchange voucher valid for 3 months.
3. How will the freight be carried out in case of exchange or return?
The costs related to the first exchange/return of the product will be the responsibility of SAGUI, provided that it is requested within 07 (seven) consecutive days, counting from the date of receipt of the product.
From the second exchange, shipping will be the responsibility of the customer, calculated according to the type of delivery chosen and the product's destination zip code.
When there is a request for an exchange voucher, the amount credited will be in accordance with the amounts charged on the invoice for the returned items.
4. How are refunds made, if any?
a) Payment by credit card: Our team will request a reversal from the card operator as soon as the exchange-return conditions of your product have been evaluated and approved; the customer will be informed through the e-mail registered about the request with the operator.
The deadline for requesting a reversal from our team with the card operator is up to 10 (ten) business days. The deadline for refunding amounts is the responsibility of the administrator of the card used, which can occur up to the 2 (two) subsequent invoices.
b) Payment with bank slip or PIX: Returns will be made via bank transfer to the customer's current account, informed by the customer. This account needs be responsible for the order placed.
The deadline for the return is up to 10 (ten) business days. Upon receipt of the product at our Distribution Center, you will receive confirmation of the refund request via email.
If the customer does not have a current account, the Customer Service will agree with the customer on how the refund will be made.
c) Exchange coupon: The customer may opt for an exchange coupon valid for 3 (three) months, which will allow the refunded amount to be used to make new purchases on our website.
5. What are the exchange/return conditions?
The product can be exchanged or returned if it meets the following conditions:
a) The request must be accompanied by the first copy of the Sales Invoice or Tax Coupon;
b) The piece cannot show signs of use (in case of cancellation of the purchase or exchange) or of damage due to misuse (in case of alleged defect);
c) The piece cannot be used, it must be clean, without odors, without stains and without alterations made by the customer;
d) The product must be accompanied by all accessories and gifts offered at the time of purchase, if any. SAGUI will not be responsible for exchanges or returns if the request and the respective product are in disagreement with the conditions described in this Exchange and Return Policy.
To request the exchange or return of product(s), the customer must send an email to contato@sagui.com with the subject: EXCHANGE AND RETURN - #123456
Where the Order Number should be written replacing the number "123456".
In the body of the email, please inform as much information as possible regarding the exchange or return, such as the reason, which product you want to exchange, which size/color or which form of reimbursement.
2. When can I exchange or return a product? When is the deadline?
You can exchange or withdraw the purchase and return the product in the following cases:
a) Pursuant to the “right of withdrawal”: According to article 49 of the Consumer Protection Code, for purchases made via the internet or over the telephone, the consumer has the right to return the product and cancel the purchase. This right gives consumers the possibility to withdraw from a purchase if the product does not suit their wishes, since they have not had the opportunity to see it physically. But, be careful, this right does not give the possibility to use and return the product; just to try it out and, if you don't want it, cancel the purchase. The deadline for requesting cancellation is up to 7 (seven) days, counting from the date of receipt of the product. The product must be returned in its original packaging, with no signs of use and violation of the original seal, along with the manual and its complementary accessories (if any) and the invoice.
b) Product with manufacturing defect: According to the Consumer Defense Code, we exchange products that present defects or defects, observing the period of 90 (ninety) days for non-durable goods (our clothing products), counted of receipt of the product.
In this case, it is necessary that, in fact, there is a manufacturing defect; and not product failure due to the sole fault of the consumer (for example, use and treatment of parts that do not comply with the instructions on the label), as will be verified by our responsible sector upon return.
The product must be returned, if possible, in its original packaging, together with its complementary accessories (if any) and the invoice.
c) Breakdown: If the packaging of the product has a breakdown, refuse the product upon delivery or request an exchange or return within 24 hours of receiving the product.
The product must be returned in its original packaging, with no signs of use and violation of the original seal, along with the manual and its complementary accessories (if any) and the invoice.
d) Product not in line with the order placed: Check the goods upon delivery (model, numbering, color, gifts (if any) and other characteristics).
If you disagree with what you purchased, request an exchange or refund within 7 (days) of receiving the product, as per item “a”.
The product must be returned in its original packaging, with no signs of use and violation of the original seal, along with the manual and its complementary accessories (if any) and the invoice.
e) Exchange of product in relation to color, size, model: Exchange can also be carried out due to the color or size of the product. In this case, SAGUI will send the requested part subject to stock availability.
If the exchange is for a part of another model, the customer will be responsible for the additional amount, if necessary, which will be carried out according to the payment methods available on the site.
If there is unavailability of stock for exchange by size, color or model desired at the time of exchange, SAGUI will provide an exchange voucher valid for 3 months.
3. How will the freight be carried out in case of exchange or return?
The costs related to the first exchange/return of the product will be the responsibility of SAGUI, provided that it is requested within 07 (seven) consecutive days, counting from the date of receipt of the product.
From the second exchange, shipping will be the responsibility of the customer, calculated according to the type of delivery chosen and the product's destination zip code.
When there is a request for an exchange voucher, the amount credited will be in accordance with the amounts charged on the invoice for the returned items.
4. How are refunds made, if any?
a) Payment by credit card: Our team will request a reversal from the card operator as soon as the exchange-return conditions of your product have been evaluated and approved; the customer will be informed through the e-mail registered about the request with the operator.
The deadline for requesting a reversal from our team with the card operator is up to 10 (ten) business days. The deadline for refunding amounts is the responsibility of the administrator of the card used, which can occur up to the 2 (two) subsequent invoices.
b) Payment with bank slip or PIX: Returns will be made via bank transfer to the customer's current account, informed by the customer. This account needs be responsible for the order placed.
The deadline for the return is up to 10 (ten) business days. Upon receipt of the product at our Distribution Center, you will receive confirmation of the refund request via email.
If the customer does not have a current account, the Customer Service will agree with the customer on how the refund will be made.
c) Exchange coupon: The customer may opt for an exchange coupon valid for 3 (three) months, which will allow the refunded amount to be used to make new purchases on our website.
5. What are the exchange/return conditions?
The product can be exchanged or returned if it meets the following conditions:
a) The request must be accompanied by the first copy of the Sales Invoice or Tax Coupon;
b) The piece cannot show signs of use (in case of cancellation of the purchase or exchange) or of damage due to misuse (in case of alleged defect);
c) The piece cannot be used, it must be clean, without odors, without stains and without alterations made by the customer;
d) The product must be accompanied by all accessories and gifts offered at the time of purchase, if any. SAGUI will not be responsible for exchanges or returns if the request and the respective product are in disagreement with the conditions described in this Exchange and Return Policy.
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