CONTACT — (Customer Service).
If the User requires any information, clarification, or assistance regarding this Product Exchange and Return Policy, Souvie provides the Customer Service (SAC) to receive all communications that the User wishes to make. SAC operates through the communication channels listed below: (a) By telephone 0800 777 4593, from Monday to Thursday from 7:00 am to 5:00 pm and Fridays from 7:00 am to 4:00 pm (b) By email sac@souvie .com.br (c) Through social networks, Facebook: www.facebook.com.br/souvie and Instagram @souvie_organica (d) By correspondence addressed to SOUVIE, R. Sergeant Gabriel Pedro de Oliveira nº 151, Santa Júlia, CEP 13295 -604, Itupeva – SP, always accompanied by the consumer's contact information, so that we can finalize the service. In all cases, the User will receive, via the same communication channel, a response within 24 hours of receiving their note. In addition, Souvie provides a FAQ (Frequently Asked Questions) section on this Site where you can clarify some doubts in advance.
Return or Exchange if the Customer regrets it (within the legal deadline).
If you regret a purchase made on the Website, the consumer must inform Souvie through SAC and request the return of the product and cancellation of the purchase. The Customer will have 7 (seven) calendar days, counting from the date of receipt of the product, to inform their regret. If this period ends on a Saturday, Sunday or public holiday, the Customer may exercise their right to withdraw until the first business day thereafter.
Souvie is exempt from the obligation to respond to requests for exchange and/or return of any product returned: (a) without SAC being notified, (b) after the deadline and (c) that is not in the original packaging or with signs of consumption and/or breach of packaging sealing.
Return of product received defective and/or damaged.
If the consumer receives the purchased product with a defect/damage or receives an incorrect order, he must inform Souvie through SAC within 7 calendar days after receipt, that is, from the date of receipt of the product and/or order to the address provided, and request an exchange of the product or cancellation of the purchase.
The product must be sent in the original packaging, with no signs of consumption and/or packaging sealing being broken.
If the consumer chooses to refund the amount, this communication must be made via SAC.
NOTE: SAC may request photos of the damage/defect. In cases of refund, it will only be completed after the product/order has been collected.
Return of a defective and/or damaged product after 7 days.
If the consumer receives the purchased product with a defect or damage, and recognizes it only after 7 calendar days, he must inform Souvie through SAC within 30 (thirty) calendar days after recognizing the defect/damage, and request an exchange. of product. In this situation, you will be asked to send the product for analysis by Souvie's technical department within a maximum period of 5 (five) days after receiving the product. The return response regarding the exchange will be made through the same means of communication used to send the note by the consumer.
NOTE: SAC may request photos of the damage/defect.
