Exchanges and Returns Policy
Delivery forms and rates are valid for purchases of food, beverages and personal and home care products.
Ensuring your satisfaction when shopping at Phologi.com is our mission. Therefore, we have created a policy of Withdrawal, Exchange, Return and Cancellation of products and purchases. So, if you are not satisfied with your purchase, you can exchange or return the purchased product, as well as cancel your order.
WITHDRAWAL OF PURCHASE: The customer has up to 7 (seven) consecutive days, based on the product receipt data, to withdraw from orders placed with Phologi.com. Withdrawal must be made through our Customer Service Center Pinheiro Machado (53) 9 91079295 or through Contact Us. For products with a short shelf life, such as meats, fruits, vegetables, breads, cold cuts, among others, withdrawal will not be allowed after the expiration date of the product. in the website. The customer will be refunded the value of the merchandise that must be returned in its original packaging, which cannot be violated and / or alter any type of damage. Returned products must be accompanied by your invoice. Chilled foods must be beautiful at the appropriate temperature until removed by Phologi.
PROCEDURES FOR WITHDRAWAL OF PURCHASE: We request the sending of data through the Contact Us or the contact with our Service Center Pinheiro Machado (53) 9 91079295, which will serve as the beginning of the fulfillment of the withdrawal request. It is very important to understand the reason for abandoning the purchase so that we can always serve our customers better.
DATA FOR WITHDRAWAL E-MAIL: name / address / city / state / email / order number / invoice number / name of the product (s) to be returned (s) / reason for withdrawal. The request for refund or refund of the amount paid by the customer, in case of withdrawal from the purchase, will be made within 20 days of the effective return of the product (s), provided that no damage and with its original packaging. This deadline is necessary for the bureaucratic process carried out between the operators of means of payment to run smoothly.
EXCHANGE / RETURN: The customer can exchange non-perishable goods within 7 days from the date of receipt of the goods, as long as it does not comply with the specifications contained in the order or quality or quantity technician.
Given the short shelf life of perishable products, such as meats, fruits, vegetables, breads, cold cuts, among others, if there is a discrepancy with the order or addiction, we request that exchange requests be communicated within 24 hours.
OPERATIONAL ERROR EXCHANGE:
If an error is found in the number of units delivered or in the type of product, the customer must refuse delivery and immediately communicate to the Pinheiro Machado Service Center (53) 9 91079295 or to the Contact Us. We will schedule a next visit by PHOLOGI to deliver the goods according to the requested order and specifications. If the product has been received, the customer must contact us to begin the exchange process.
If we do not have the requested product available in our inventory, we will contact you with the following options:
The order can return the product that is in disagreement with and receive the full amount back through a chargeback on the credit card used for purchase or deposit in current account.
The customer can authorize the exchange of the product that is in disagreement with the one for a similar product or of the same value of the previously acquired merchandise.
If the price of the like product is higher than the price of the product exchanged, the difference must be paid by the customer. And, if the price of the similar product is lower than the price of the product being exchanged, the difference will be refunded to the customer through a deposit in a bank account to be assigned by him.
If the purchase is delivered outside the standards expected by the customer, the customer can refuse delivery and return the entire purchase. In this case, the full amount of the order will be refunded on the credit card used for the purchase, or the deposit of the amount paid in a bank current account will be provided. In other forms of payment, the amount paid will be refunded by deposit in a bank current account. At the time of requesting the cancellation, PHOLOGI's visit will be scheduled for product withdrawal, if received. For the return to be accepted, with the respective refund of the purchase price, it is necessary that the packages are not violated or damaged. The goods for return must be accompanied by the invoice.
EXCHANGE AND RETURN PROCEDURES:
In order to exchange or return products, the customer must send the data below through the Contact Us or by contacting our Pinheiro Machado Service Center (53) 9 91079295, which will serve as the start of the exchange request service or devolution. It is very important to understand the reason for the need to exchange or return products, so that we can always serve our customers better.
EXCHANGE AND RETURN DATA:
Name / address / city / state / email / phone / order number / invoice number / name of the product (s) to be exchanged or returned / reason exchange or return.
The customer will receive a new email informing them that their request will be answered or informing them of the impossibility of fulfilling it.
We request that at the time of exchange:
Attach the invoice to your product;
Products are returned in their original packaging, without any damage.
CANCELLATION OF ORDERS:
Following the procedure below, the customer can cancel his order.
Order cancellation procedures:
Cancellations will be made easily, as long as the order has not yet been processed.
If the order has already been processed, but has not yet been sent, the order will be canceled and the credit card used for purchase or the deposit in the current account assigned by the customer will be reversed.
If the order has already been processed and sent, the customer must refuse to receive the goods at the time of delivery, requesting the cancellation and full refund of the amount paid for the product (s), incorporating the value of the freight. The refund will be made through a chargeback on the credit card used for the purchase or by depositing in the correct account by the customer.
The cancellation request must be made through our Pinheiro Machado Service Center (53) 9 91079295 or through the Contact Us
CANCELLATION SITUATIONS BY PHOLOGI.COM INITIATIVE
For exceptional reasons, phologi.com may cancel the order placed by the customer. Are they:
Impossibility of executing the debit: if we have difficulty processing your order in the form of payment issued, we will send an e-mail informing the reasons that make the process unfeasible. The customer has an option to suggest another form of payment. If we are still unable, after three separate debits, cancel the order.
Inconsistency of data filled in the order: if the orders are deficient and / or there is no data that allows us to complete the purchase process, we will send an email to ensure the completion of the process. If, after three contacts, the data is still insufficient to complete the purchase, we will consider the order canceled. Cancellation will be paid via email.
Cancellation due to absence of a responsible person upon receipt: in case of absence of a responsible person at the time of delivery, cancel the order. In any case of cancellation in which payment has already been made, the order amount will be refunded to the credit card used for the purchase or will be deposited in the customer's bank account, minus the freight charges. If the customer wishes to rectify or adjust the order, he can obtain it by contacting our Service Center, and if a second delivery is required, a new delivery fee will be charged. In the event that some of the products listed in the order are not delivered, the Customer must report this fact to our Pinheiro Machado Service Center (53) 9 91079295, within 7 (seven) days.