IMPORTANT INFORMATIONS

SHIFT POLICY

SIMPLE EXCHANGE

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Before any procedure, exchange or return, the customer has up to 7 calendar days to request the exchange of the product from our Customer Service.

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It is important that you keep the product with all the accessories, without violating the seals and in the original packaging. We recommend that, upon receiving the purchase, you check the order items. In case of disagreement, refuse the package before signing the delivery receipt and contact our Customer Service together with your order number.

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NON-COMPLIANCE PRODUCT

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In the case of a simple exchange, contact our Customer Service.

The product will be analyzed by our Distribution Center and evaluated by the quality sector. After that, you will be able to choose between a full credit of the amount paid, a refund in the original form of purchase or another item of equal value available on the site.

Use our Customer Service department venilo@usevenilo.com to request the exchange or return of your order. We will return within 1 business day with the product collection instructions.

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DEFECTIVE PRODUCT

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If the customer notices: (i) Any defect or manufacturing defect or violation of the packaging seal, (ii) that the product arrived at its destination broken, or (iii) does not change the taste, aroma, texture and visual appearance, he must contact contact the SAC, by phone, chat or e-mail, within a period of up to 7 days from the recipient of the respective product (under the terms of Art. 26, II of the CDC) and, following the instructions given to you, send the product to VENILO in its original packaging (including accessories, manuals, etc.). It is important to save a note.

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The returned products will be analyzed by VENILO and, if confirmed: (i) The defect or manufacturing defect or violation of the packaging seal, (ii) that the product arrived broken at the destination, or (iii) there was a change in the flavor , aroma, texture and visual appearance, VENILO will cover, exchange the product or exchange defective parts of the product within a period of up to 30 calendar days from the request made by the customer. The respective exchange will not be carried out if signs of poor handling or misuse of the product are found - as, for example, in the case of wines, the bottles must be stored in a cool place, sheltered from light and heat and in a horizontal position. Therefore, any variation of these practices can be characterized as mishandling or misuse of the product.

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If the problem is not resolved by VENILO within the period mentioned above, the customer may choose to: (i) exchange the product for another identical and new product, if available at the time of the request; (ii) exchange the product for another of equivalent and new value; or (iii) requests a proportional reduction of amounts paid in future purchases.

If no defects or manufacturing defects are found in the product or if it is found that the defects in the product are due to poor handling or misuse by the customer, VENILO will send the product back to the customer without refunding the amounts paid.