SHIPPING AND RETURNS

By making purchases at Lilica Pet's Virtual Store, you agree to the terms specified below in this Exchange and Returns Policy, as provided for in the CDC - Consumer Protection Code.

1. General Conditions

1.1 Withdrawal or Reconsideration of purchase

Did the product not meet your expectations? We are very sorry 😔 and we will help you!

You have up to 7 business days from the delivery date to request an exchange or refund. To return a product for withdrawal or reconsideration, the following conditions must be considered:

The deadline to withdraw or exchange your purchase is 7 working days, counting from the receipt of the product.
Send the product without signs of use and with original packaging, with the product inside the order and invoice.
The shipping cost will be refunded to the customer only in the event of full return of the purchase (all products). In the event of a partial return of the purchase, the shipping cost will not be refunded to the customer (the shipping cost varies depending on the address of the recipient, regardless of the number of items shipped).

Types of Refunds available provided that the withdrawal and reconsideration period is respected:

Reimbursement of the amount paid, provided that the product does not show evidence of use, is in its original packaging and with the purchase invoice. This operation will only be carried out after receipt and verification of the products in our office. Thereafter, the period for refunding purchases varies according to the payment method.

Purchases made by credit card: chargeback is made by the card company as a credit on the buyer's invoice. MercadoPago sends a confirmation email informing the date the credit was forwarded to the issuing bank. The deadline for crediting your card may vary depending on the closing date of your invoice. Can be refunded in up to 02 invoices.

Purchases made through bank slip: Our Official payment platform (MrecadoPago) will charge back your MercadoPago account in the form of a credit, allowing you to use the balance for a new purchase or request a withdrawal from your bank account.

Exchange for other products, the customer will be able to choose products that are in the store's stock. This operation will only be carried out after receiving the products at our office. In this case, the shipping costs of the new items chosen will be borne by the consumer.

1.2 Manufacturing defect

If your product arrived with a manufacturing defect, let us know. You have 7 business days from the delivery date to request an exchange or refund. In this case, the product must be without evidence of use.

To return a product due to a manufacturing defect, the following conditions must be considered:

You must send a photo/video of the product and the order number to the e-mail contato@lilicapet.com.br for a prior analysis to verify the existence of a manufacturing defect. Requests made via whatsapp will not be analysed, products with manufacturing defects will be handled exclusively by email.
If necessary, the product may be requested to be analyzed by Lilica Pet's Quality team. This can take up to 30 days from the date the return item arrives.
Products damaged in use and/or opening the package will not be considered manufacturing defects.
The shipping cost will be refunded to the customer only in the event of full return of the purchase (all products). In the event of a partial return of the purchase, the shipping cost will not be refunded to the customer (the shipping cost varies depending on the address of the recipient, regardless of the number of items shipped).

Resolution, provided that the rules and deadlines for products with manufacturing defects are respected:

Coupon/Trade voucher/Credit to be used in the Lilica Pet online store within 30 calendar days after issue in the value of the item with a manufacturing defect.

Refund of the actual amount paid for the product with a manufacturing defect.

Exchange for another similar product. In this case, we pay the shipping costs, leaving the customer free of any cost.

*All the options described above will only be able to be carried out after receiving the item with a manufacturing defect and evaluation by Lilica Pet's quality technical team. If we identify discrepancies or damage due to misuse, we reserve the right not to accept the exchange/return and we will resend the product to the consumer.

1.3 Damaged packaging, missing product

Was there a problem with your order? Talk to us right away! You have 7 business days from the delivery date to request an analysis.

To resolve any inconvenience with your order, the following conditions must be considered:

You must send a photo/video to contato@lilicapet.com.br of your order and the order number for a prior analysis. Requests made by whatsapp will not be analyzed, the service of missing products will be exclusively by email. Due to the large number of daily visits via whatsapp, we chose this way so that the customer receives a differentiated service to resolve the inconvenience.
The shipping cost will be refunded to the customer only in the event of full return of the purchase (all products). In the event of a partial return of the purchase, the shipping cost will not be refunded to the customer (the shipping cost varies depending on the address of the recipient, regardless of the number of items sent).

Resolution, provided that, respecting the rules and deadlines for damaged packaging, Product missing:

Coupon/Trade voucher/Credit to be used in Lilica Pet's online store within 30 calendar days after issue in the value of the missing product.

Refund of the actual amount paid for the missing product within 10 business days.

Exchange for another similar product. In this case, we pay the shipping costs, leaving the customer free of any cost.

1.4 Address error and order cancellation due to inaccurate address.

For situations of reshipment due to an error in the address, number, complement, zip code. Shipping costs will be charged to the consumer.

For situations of order cancellation due to consumer inaccuracy in relation to the street name, number, complement and zip code, shipping costs will be deducted from the return of the amount. Because Lilica Pet does not bear the costs of errors and losses that are beyond our operational control.

1.5 Return of the order after waiting for collection at the agency due to restriction, after 3 attempts by the post office/carrier, absent recipient after delivery attempt via Motoboy/Carrier

For situations in which the order returns to the sender after waiting to be picked up by the agency due to restriction or after 3 failed attempts to deliver it to the recipient by the post office/carrier, the consumer will have to pay a new shipping cost so that the reshipment can be carried out. order.

If the customer chooses to cancel the purchase, the shipping value will be deducted, given the shipping costs when returning the amount. Because Lilica Pet does not bear the costs of errors and losses that are beyond our operational control.

Link to consult areas with post office restrictions:http://www2.correios.com.br/sistemas/precosPrazos/restricaoentrega/