Return and exchange policy

General Terms

If there is evidence indicating that the product has been misused or intentionally damaged, returns will not be accepted. Therefore, Nevosa will send the products to the delivery address and reserves the right to recharge the shipping fee.

A refund will only be made to the user after receiving and analyzing the condition of the returned product. The resolution period will be negotiated with the user, taking into account both the transportation time of the product and Nevosa’s technical analysis.

If the product needs to be exchanged due to manufacturing defects or returns and has been dispatched, the payment will be refunded or returned to the user after the goods are returned to the distribution center and undergo technical analysis by Nevosa. Users can choose other products of the same value, cancel their purchase and get a refund. If the product has not yet been dispatched, the return will be handled according to the user’s request and a full refund will be made based on the payment method selected by the customer at the time of purchase.

The amount paid by bank draft will be refunded by depositing it into a current account within 5 (5) working days. Users must ensure the accuracy of the bank account information provided. Payments made by credit card will be refunded to the credit card administrator within the period specified by the credit card administrator.

For orders that have been dispatched, refunds will be processed after the goods are returned to the distribution center and undergo technical analysis by Nevosa.

Returned due to obvious damage/defect

Nevosa believes that if a user finds upon receiving a product that it does not match the one selected on the website, the packaging has been tampered with, damaged, defective or missing parts, it is considered a clear damage/defect.

In this case, the user must refuse to accept the goods upon receipt, clearly state the reason for the refusal on the back of the invoice, and immediately contact Nevosa through the following service channels. The service hours are from 8:00 a.m. to 6:30 p.m. Brasilia time from Monday to Friday, excluding national legal holidays

(i) email: info@nevosa.com.br;

(ii) Other ways to consult the customer service center.

If this procedure is not completed at the time of delivery, the user must contact Nevosa within a maximum of 48 hours so that it can proceed with the necessary procedures. After this period, the warranty procedure will be carried out by the manufacturer.

Technical/manufacturing defect assistance

This situation includes technical problems that occur during the installation of the product or after several days of use. In this case, the user has a maximum of 60 (sixty) calendar days to contact Nevosa through the service channel to report the defect. If Nevosa deems it necessary, it will require the user to send photos to verify the warranty. If manufacturing defects are found, users must initiate the warranty process with the manufacturer, and Nevosa will provide all necessary support. The warranty analysis process can last up to 30 (thirty) days. If no manufacturing defects are found, the goods will be returned to the user along with an information report. In this case, Nevosa reserves the right to charge the shipping fee again.

Important Notice: Returns will not be accepted if there is evidence that the product has been misused or intentionally damaged. In this case, Nevosa will send the product to the recycling address and reserves the right to charge a new shipping fee.