PRODUCT DELIVERY, EXCHANGE AND RETURN POLICY

PRODUCT DELIVERY, EXCHANGE AND RETURN POLICY

1. Definitions

 

1.1.For the purposes of this Policy, the following definitions apply:

Authentication: The act of the visitor entering their username and password to access the restricted areas and functionalities of Valu Animation Studios

Customers: People who purchased products or services offered by the Portal www.valu.com.br

Access Account: Digital credential formed by the combination of login and password, unique and non-transferable for each user of Valu Animation Studios | Valu Academy | Valuflix.

Session ID: ID of the visitor's session, successfully initiated in their authentication

User: Every visitor authenticated to Valu Animation Studios

Visitor: Anyone who browses the valu.com.br portal



 

2. Delivery of goods:

2.1. Valu Animation Studios uses several services for the delivery of its products, whose transportation time may vary according to the recipient's region. Therefore, be aware of the status of your order and make sure there will be someone able to receive the order on the scheduled date, between 8am and 8pm.

2.2. If delivery is not made, there will be 02 (two) subsequent attempts, however if all delivery attempts are still unsuccessful, the product will return to the Valu Animation Studios Distribution Center

2.3. All orders to be delivered will be in custom sealed boxes or envelopes. If the consumer finds that the package is violated, the suggestion is that it be refused at the time of delivery, thus avoiding further inconvenience.

2.4. If it is found that the product(s) is (are) in disagreement with the contracted party, the Customer must refuse to receive the order, record the reason by email, message or chat from Valu Animation Studios about what happened.

2.5. The delivery time will be informed in the "shopping cart" and on the order checkout page. This period will always be in working days and will start to run after confirmation of payment of the order.



 

3. Exchange of defective products

3.1. Valu Animation Studios will exchange the product(s) purchased by its Customers, in accordance with the provisions of the Consumer Protection Code.

3.2. The option to exchange the product will only be available in the event of a defect or defect, and the Customer must notify the Customer Service Center and follow the instructions received so that the exchange request can be analyzed and processed.

3.3. If a technical or manufacturing defect is identified, the deadline for requesting an exchange/return is up to 7 (seven) calendar days, counting from the date of receipt of the product. After this period, the Customer must send the product to the manufacturer's technical assistance.

3.4. If there is a delivery of products other than those originally purchased, the consumer must refuse delivery or request an exchange of the product within 7 (seven) calendar days from the date of receipt.

3.5. Products purchased on the valu.com.br portal cannot be exchanged in physical stores. To successfully carry out the exchange procedure, the Customer must contact the portal to obtain the step-by-step instructions to be followed.

3.6. If the product to be exchanged is no longer available, the Customer may choose to:

a) Exchange Voucher for use in a next purchase, including the shipping cost, if charged;

b) Exchange for another product available on the valu.com.br website, of the same value as the product purchased, including shipping, if charged;

c) Refund of the value of the product, including the amount paid for shipping.



 

4. Regret of purchase (return)

5.1. If the Customer regrets a purchase made, he may exercise his right by expressing his interest to the Customer Service within 07 (seven) calendar days after receiving the product.

5.2. The withdrawal request will undergo an evaluation to verify if the product was used or its destruction, even if partial. In these cases, the return will not be possible.

5.3. Products must be shipped in their original packaging with all accessories.

5.4. Once the purchase is canceled, Valu Animation Studios will adopt the measures and the amounts will be refunded to the Customer according to the means of payment used to make the purchase: (i) deposit in a checking account, within a period of up to 5 (five) business days, or (ii) activation of the credit card company, within 2 (two) business days, for it to notify the financial institution responsible for the credit (refund) which may occur in up to two subsequent invoices, according to the date closing the credit card bill.

5.5. The deadlines will only be computed from the return of the product(s) in one of the Valu Animation Studios distribution centers, observing the criteria established in item 5, subitem 5.3.



 

5. About the exchange or purchase regret

6.1. Any return or exchange of products sold by Valu Animation Studios must be communicated to the Call Center, before sending the products back to our Distribution Center.

6.2. It will only be accepted the exchange or request to give up the product purchased by the Customer who is:

a) Perfectly packaged in the original packaging;

b) Accompanied by all accessories;

c) No evidence of use or consumption

6.3. Valu Animation Studios will only exchange products after confirming, at our Distribution Center, that the product is suitable for replacement. This process can take up to 3 (three) business days from the receipt of the goods in question at the Distribution Center.

6.4. When requesting an exchange or purchase regret procedure, Valu Animation Studios will inform the appropriate shipping instructions for the merchandise.

6.5. If this procedure is not successful for the reasons below, the Valu Animation Studios Service Center will contact the Customer to resolve the situation:

a) Absence of the Customer on site;

b) Incorrect address;

c) Non-compliance with items a, b, c and d of item 5.2.



 

6. Customer service

If you have any questions regarding the Product Delivery, Exchange and Return Policy, please contact us through the following channels:

a) via email, sending your doubts contato@valu.com.br.com.br.

b) by telephones (021) 98887-7859 from Monday to Friday from 11:00 am to 6:00 pm.

c) via the Website, accessing the valu.com.br portal, clicking on Contact.