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  • Shipping & Returns | Use Venilo

    SHIPPING & RETURNS DELIVERY POLICIES Deliveries are made from Monday to Friday, from 8 am to 6 pm. The delivery time is an estimate, counted from the confirmation of payment in business days, that is, it does not include Saturdays, Sundays and holidays. Exceptional deliveries may occur on Saturdays, Sundays and holidays. RETURN POLICY Before any procedure, the exchange or return must be requested from our Customer Service. 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 receipt of the purchase, you check the items in the order. In case of disagreement, refuse the package before signing the delivery receipt and contact our Customer Service together with your order number. IMPORTANT INFORMATIONS SHIFT POLICY SIMPLE EXCHANGE ​ 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. ​ 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. ​ ​ NON-COMPLIANCE PRODUCT ​ 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. ​ DEFECTIVE PRODUCT ​ 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. ​ 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. ​ 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. RETURN POLICY BY REGRET ​ In case of regret or withdrawal, the customer has up to 7 calendar days to request the return of the product to our Customer Service. The product will be analyzed by our Distribution Center and, if it is in perfect condition, you will be able to choose between a full credit of the amount paid or a refund in the original form of purchase. Customer Service will give you instructions on how to proceed. ​ Responsibility for payment of freight In case of return of the product due to repentance made within a period of seven calendar days or exchange/return of a product with a defect or manufacturing defect, the shipping cost for sending the product from the customer to VENILO will be paid in full by VENILO. For this, the customer must contact VENILO by telephone or email. Remembering that for shipping it is necessary to send the product in the original packaging (including all its accessories, manuals, etc.).

  • Camisetas, shorts, bolsa e acessórios | Use Venilo

    New Outerwear Collection T-Shirts Acessories Hats Customer Service Secured Payments

  • FAQ | VENILO

    FREQUENTLY QUESTIONS How do I place an order? Just select the product you want and click “Buy”. You will be automatically redirected to the payment page. You can also contact us by WhatsApp number, where we will provide a safe, fast and personalized service, directing you to the final purchase process. I have a question that is not here? Get in touch and choose the way you prefer to talk to us by WhatsApp or by email. We will provide you with a secure service to answer all your questions. Can I make exchanges? What if I don't like the product? Yes. Goods can be exchanged or returned up to 7 days after receipt, due to withdrawal, regret, malfunction or delivery of the product in disagreement with the order placed. To do this, contact us through one of our service channels and inform the order number and the product code to be exchanged, both described in the invoice, next to the name of the merchandise and the reason for the request. The exchange will only be carried out if the product is in perfect condition, without a broken label or seal. If the Courier or carrier delivers the product with a tamper-evident seal or label, refuse receipt and we will send you a new product according to the purchase. What is the deadline for completing the return or exchange of my order? We have up to 30 (thirty) days, counting from the withdrawal of the product at the address where the order was delivered. How is the refund done? Exchange for products, if you request the exchange of some merchandise for another, the following procedure will be carried out: The customer has up to 7 calendar days to request the exchange of the product from our Customer Service; If the value of the new merchandise is greater than the previous one, we will charge the difference in the same way as the first purchase was charged; If the customer chooses another payment method, inform when requesting the exchange; If the value of the new product is lower than the previous one, you can opt for: reversal of the difference amount on your credit card or deposit the difference in your checking account. Return of amounts paid: If you no longer want any of the products, we will refund the amounts paid, however, the customer has up to 7 calendar days to request the exchange/return of the product to our Customer Service; If payment has been made via bank slip, the refund will be made through a deposit into the current account of the registration holder on our website. For this, we will need you to inform us of your CPF, bank name, agency number and current account number; If the payment was made by credit card, we will request the reversal to your card company within 2 (two) business days. This reversal may occur on up to two subsequent invoices, due to the closing date of your credit card statement. We remind you that this is a financial administrator procedure.

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