Refund and Returns Policy

1.  EXCHANGES AND RETURNS.

As stated, so that we can assess whether your case falls within our exchange and return policy, you must contact our customer service center as soon as you notice any defect or fault in the products purchased from our Online Store.

Likewise, in order for us to evaluate your request, the rules below must be followed, ok?

Attention: All of our work, from production to after-sales, is done with great care and with your experience with us in mind. Therefore, as soon as you contact us, your case will be analyzed individually, but we already inform you that requests for returns/exchanges made in the following ways will not be considered valid:

I – Without prior communication of the defect/fault to our Customer Service via email contato@bioterahnutrition.com, from Monday to Friday, from 8:00 am to 5:00 pm. – This step is very important, because from this contact, we will generate a reverse logistics protocol to bring it to our distribution center.

II – if the absence of items/accessories that are part of the order (including invoice) is found.

If you do not comply with the rules set out in these terms, we will not be able to receive the products that are the subject of the complaint, which will be returned to your address, plus the shipping cost.

2. RIGHT OF WITHDRAWAL/EXPOSITION OF THE LOGISTICAL FLOW OF RETURNS.

If you wish to exercise your right to withdraw (art. 49 of the Consumer Protection Code), just pay attention to the rules below.

I – You have 7 calendar days (holidays and weekends count, okay?) from the date you receive the product to inform us that you want to cancel your purchase. It is important that you understand that the right to cancel can only be exercised within this period. After the 7 days, the products purchased can only be returned if they have some type of defect or fault.

II – The product must be sent in its original packaging, with no signs of use, without breaking the manufacturer’s original seal, accompanied by the Invoice and, where applicable, all its accessories.

Check out the step-by-step guide to exercising your right to withdraw (Remember the 7-day deadline):

(I) you must immediately contact our Customer Service Department;
(II) our Customer Service Department will provide you with the information and procedures that are part of our product return logistics;
(III) the product will be collected by the carrier or the post office and returned to our distribution center
; (IV) our team will check whether all steps were followed and whether the products are in order. If the analysis is correct, we will arrange for the refund of the amount invested in the products, which will vary according to the chosen method of purchase. I will explain in more detail how this refund is made, ok?

Attention: If our team finds any discrepancy in your refund request (exchange, return or right of withdrawal), it will be considered unfounded and you may be charged the shipping cost.

The above steps also apply to return requests based on manufacturing defects/faults, the difference is the deadline. Returns based on defects/faults can be made within 30 calendar days from receipt, in accordance with art. 26 of the Consumer Protection Code.

If there is a defect, you can choose to have a new product sent or to receive a refund of the amount spent on the purchase. (Article 18 of the Consumer Protection Code)

Attention: If you purchase any of our kits, exchanges will only be accepted if all products included in the kit are sent.

3. – REFUND OF VALUES/LATE DELIVERY.
About refund:

3.1 – Refund in the event of withdrawal.

(I) If you are requesting a refund based on the right of withdrawal, we will refund the full amount spent on the purchase, including the shipping cost.
(II) If you purchased using a bank slip, lottery payment or direct debit, we will refund the amount by crediting your Stripe account. This credit can be used to make new purchases or can be transferred to your checking account. Regarding the procedure for transferring funds, you must consult Stripe’s policy.
(III) If you purchased using a credit card, after declaring the validity of your refund request, we will notify the credit card administrator or payment intermediary so that they can process the refund. The time frame for processing the refund depends on each operator/intermediary and we have no control over this.

3.2 – Refund in other cases

(I) If you are requesting a refund based on a hypothesis other than the exercise of the right of withdrawal, the refund may be made in two ways:
(II) If your refund request is due to conduct attributable to our Online Store, the refund includes the shipping cost and may be carried out by means of a credit being issued to your Stripe account (purchases made by boleto, payment at a lottery outlet or debiting your account) or by means of a credit being reversed on your invoice (purchases made by credit card). Both procedures are detailed in point 3.1, (III).
(III) If your refund request is due to conduct attributable to you, including, but not limited to, an error in filling in the delivery address, we will refund the amount invested, minus the shipping cost, via deposit into your current account. To do so, you will need to provide us with your bank details, which will be requested after your complaint has been declared valid.

Finally, if your order is delayed, you can request its cancellation by contacting our Customer Service. If your order is already on the delivery route, even if delayed, you can simply refuse to accept it and it will be returned to our distribution center. Only after receiving it will we begin the process of refunding the amount you invested in the product.

Attention: It is essential that you contact our Customer Service so that your cancellation request, based on the delay, can be processed. If you do not contact us, the non-delivery will be considered a logistical failure and not a cancellation, and we will not be able to refund the amounts invested.

4.. Customer Service (“SAC” or “Customer Service Center”)

If you have any questions, complaints, compliments, or want to chat about our products and/or features advertised in our Online Store, just contact our team by email: contato@bioterahnutrition.com. If your contact is about any non-conformity found in the products, you must have the purchased product in hand, as we will need to know the date of purchase, batch, expiration date, and other important information for the proper processing of your request.