Americanas

Returns policy: - To return a product, the deadline is up to 7 (seven) consecutive days; - The exception is fashion items such as bags, shoes and clothing, sold and delivered by Americanas, which can be returned within 30 (thirty) calendar days; If returned within these timeframes, the return is free! Cases without reimbursement Icone accordion It's important to remember that we do not offer refunds if: - There has been no return request previously registered through My Account ; The request is past the deadline. - We receive what you returned at the Americanas Distribution Center, analyze it, and if everything is not in accordance with what was reported; - The product has items/accessories that were not returned with it. How to cancel Icone accordion How to cancel: To cancel an order on the website, simply go to My Account , then to the Orders section , select the order and click Cancel . If you prefer, you can do it through the app, following these instructions: Open the menu located in the bottom right corner, click on My Orders , select the order and click on Cancel . It's important to remember that you can only cancel the order if it hasn't yet been shipped. In that case, if you want to cancel, you need to wait for it to arrive at your home to refuse delivery. After delivery, you can only return it. How to return Icone accordion You've checked that you're within our return period, requested a return through My Account or the app, and now want to know how to return the product? It's easy: The product must be returned in its original packaging or similar packaging. - No signs of use, original manufacturer's seal intact; - Accompanied by the invoice (the DANFE) with the reason for the return written on the back of the invoice; - Also includes the manuals and all accompanying parts/accessories. Returning by mail through the Post Office Icone accordion If the return is via the Post Office, the packaging must be within the size limits, which are: The product and packaging cannot weigh more than 30kg; Up to 105cm in height, 105cm in width, and 105cm in length. The total sum of the dimensions cannot exceed 200cm, okay? Don't forget to: Place it in the box along with the product manual, accessories, and all the items that came with it; If the product is fragile, protect it well with crumpled paper, foam, bubble wrap, etc. Wrap the box in brown paper or plain, non-transparent plastic; Seal the packaging well with adhesive tape; Attach a completed content declaration to the outside, inside a clear plastic bag so it's visible. Now all you have to do is take the package to a post office, along with the postage code you'll receive by email. Returning it is free. Returning by collection Icone accordion To collect a product, you need to keep an eye on this information: The product is collected from the same address where it was delivered; Collections are made from Monday to Friday, from 8 am to 9 pm; Up to three collection attempts are made; The product must be packaged according to the rules described in the " How to return" section. When collecting the product, the carrier will provide proof that the product was collected. Always ask for this proof; if the carrier does not have it, do not hand over the product. We only make three attempts to collect the product. If there's no one to hand it over, the collection process is canceled and you'll need to place the exchange order again, okay? Returning products from the "Express Delivery" option Icone accordion Returning products picked up in store - You can return the order within 7 calendar days of picking it up, as stipulated in the Consumer Protection Code; - To return the item, take it to the same store where you picked it up; - Place all products, accessories, and other items removed from the order in the original packaging or similar packaging; Return products “Same-day delivery/Receive today” - You can return the order within 7 calendar days of receiving it, as stipulated in the Consumer Protection Code; - To make a return, take the order to the same store where the items were picked for delivery. The address is at the top of the invoice; - Place all products, accessories, and other items received with your order in the original packaging or similar packaging. Reimbursement Icone accordion Refund of the amount paid We will refund the product price depending on the payment method you chose during the purchase. In other words, if you paid with: Credit card: the card issuer receives the notification and then you will be refunded the full amount of the returned product at once, even if you chose to pay in installments. You can check the refund amount on your card statement, where it will appear as a credit. The refund processing time depends on your card issuer, but the amount usually appears on your statement within two billing cycles after you request a product return. - PIX : you will receive a credit in your account for the amount of the PIX transaction made, within 2 (two) hours. - Voucher : The amount will be returned within 1 business day to the same voucher number used for payment. When to refuse delivery Icone accordion When to refuse the product We ship products exactly as they arrive from the manufacturer. You should refuse delivery and describe the reason on the back of the invoice (Danfe) in the following cases: You already requested a cancellation, but the product was already on its way for delivery. - Open or damaged packaging, for example, crushed or wet; - Product broken, dented, scratched or damaged; - The product is completely different from what you purchased; - Missing parts or accessories. More information Icone accordion If you have any further questions, you can visit our Frequently Asked Questions page .