EXCHANGES AND RETURNS
At Umami, our priority is the satisfaction of our customers and the well-being of their pets. We know that sometimes it may be necessary to return a product. To ensure a simple and fair process, we present our exchange and returns policy.
1. General Conditions
- Return Period : In addition to the right to repentance, you can request the return of the product within 7 calendar days after receipt, as long as the product is in perfect condition and shows no signs of use.
- Product Condition : The product must be in its original packaging, without signs of use, sealed and in perfect condition for the return to be accepted.
2. Return Steps
- Contact : Contact our customer service by email oie @umamipet.com.br or phone (51) 992950579 , informing the reason for the return and the order number.
- Review : Our team will review your request and provide detailed instructions on the return process.
- Shipping : After approval, send the product to the address provided, following the instructions provided by our team.
- Confirmation : As soon as we receive and verify the condition of the product, we will contact you to confirm the return.
3. Refund
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Method of Refund : The refund will be made according to the payment method used for the purchase.
- For payments by credit card, the refund will be requested from the card administrator and the deadline for the amount to appear on your invoice depends on the card administrator.
- For payments via bank slip, the refund will be made to your current account within 10 business days.
- Refund Amount : The amount refunded will be in full, including the value of the product and shipping paid.
4. Product Exchange
- Defective Product : If the product has a manufacturing defect, please contact our customer service within 7 calendar days of receipt to request an exchange.
- Exchange Procedure : Our team will guide you through the steps for sending the defective product and receiving a new product, at no additional cost.
5. Exceptions
- Promotional Products : Products purchased during promotion can only be exchanged for products from the same line or for the same amount paid.
- Special Conditions : In specific cases, Umami reserves the right not to exchange or return products that do not meet the criteria established in this policy.
6. Satisfaction Guarantee
At Umami, we strive to ensure that our products meet quality and performance expectations. If you or your pet are not completely satisfied with the product, please contact us. We offer personalized support to resolve any issue and ensure your complete satisfaction.
7. Right to Repent
If you wish to exercise your right to repentance (art. 49 of the Consumer Protection Code), just pay attention to the rules below:
- Deadline : You have 7 calendar days (holidays and weekends count) from receipt of the product to inform us of your interest in canceling the purchase.
- Product Condition : The product must be sent in the original packaging, without signs of use, without breaking the manufacturer's original seal, accompanied by the Invoice, and, in applicable cases, all its accessories.
Step by Step to Exercise the Right to Repentance
- Immediate Communication : You must immediately notify our SAC.
- Guidelines and Procedures : Our SAC will provide you with the information and procedures that are part of our product return logistics.
- Product Collection : The product will be collected by the carrier or post office and returned to our distribution center.
- Product Analysis : An Umami analyst will check whether all steps were followed and whether the products are compliant. If the analysis is valid, we will provide a refund of the amount invested in the products, which will vary according to the method chosen for purchase.
Attention: If our analyst finds any non-conformity in your refund request (exchange, return or right of withdrawal), it will be considered unfounded and you may be charged the shipping cost.
The step-by-step procedure above also applies to return requests based on the existence of a manufacturing defect/defect, the difference is the deadline. Returns based on defects/defects can be made within 30 calendar days, counted from receipt, in accordance with art. 26 of the Consumer Protection Code.
Even in the event of a defect/defect, you can choose to send a new product or refund the amounts spent on the purchase (art. 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. In other words, if the kit had 3 products, we will only accept the return of the 3 products.
Customer service
For any questions or clarifications about our return policy, our team is available to help. Get in touch by email hi @umamipet.com.br or phone (51) 992950579 .
Umami - Your pet's future in a gesture of affection and care, today.
This policy was prepared in accordance with the guidelines of the Brazilian Consumer Protection Code.
