Return and Exchange Policy
Commitment to Customer Satisfaction
At Seriatu, your satisfaction is our priority. If you purchased a product that didn't meet your expectations or arrived with any defect, you have the right to request a return or exchange in accordance with applicable consumer protection laws in your jurisdiction.
Return Period and Eligibility
You have up to 14 calendar days after receiving your product to request a return or exchange in the following situations:
- Product with manufacturing defect or shipping damage
- Change of mind or dissatisfaction with purchase
- Incorrect product delivered
- Request to exchange for another model, color, or size (if available)
To initiate a request, contact our support team:
Phone: +55 44 99956-1909
Email: sac@seriatu.com
Website: Contact page on our site
Options After Return Receipt
After we receive and inspect the returned product, you may choose:
- Full refund of the amount paid
- Replacement with the same item
- Exchange for another product of similar value
- Store credit for future purchases
Return Conditions
For a product to be accepted for return or exchange:
- Product may be new or lightly used
- Original tags and seals must be intact
- All original packaging and accessories must be included
- Items must be securely packaged to prevent damage during return shipping
- Reasonable handling of the product is permitted, and returns will not be refused solely due to packaging damage
How to Return Your Product
Returns are free of charge worldwide. Seriatu provides a prepaid return shipping label via email.
Steps for Returns (Change of Mind or Dissatisfaction):
Send an email with:
- Product name
- Order number
- Email used for purchase
- Type of request (refund or exchange)
Steps for Defective or Incorrect Products:
Email sac@seriatu.com with:
- Full name
- Order number
- Product name
- Reason for request
- Email used for purchase
- (If applicable) Photo or video of the defect or damage
You will receive:
- A return shipping label via email
- Instructions for your specific region
- Tracking information for the return
Exchange for Different Size or Product
If the product meets the above conditions, you may request an exchange for another size or model. If there's a price difference, we'll inform you of the adjustment needed.
Delivery Address Change for Exchanges
You may request a change of delivery address when requesting an exchange.
Processing Times
For Refunds: After receipt and inspection of the item, refunds will be initiated within 14 business days via the original payment method used.
For Replacements: New shipments will be made within 10 business days after receipt and inspection of the returned product. A new tracking code will be sent via email.
Returns Not Accepted
Returns will not be accepted when:
- Return request is made after the 14-day period
- Request doesn't include required information
- Products are specifically marked as non-returnable (e.g., personalized items)
- Items show signs of excessive use or damage beyond reasonable inspection
Refund Method
Refunds are processed exclusively to the original payment method. We do not process refunds to third-party accounts.
Frequently Asked Questions (FAQ)
Wrong size product: can I exchange it? Yes, as long as the item is in perfect condition and within the return period.
What's the shipping time for replacement products? After we receive the return, replacement follows the same shipping time as a new order. We'll send the tracking code.
Can I exchange for a different product? Yes. Send the link or name of the desired product. If there's a price difference, we'll make the adjustment.
Can I exchange outside the return period? Unfortunately, no. Requests after 14 calendar days from receipt are not accepted unless covered by warranty for defects.
Is there a restocking fee? No, we do not charge restocking fees for returns made within our policy guidelines.
What about warranty claims? Manufacturing defects discovered after the 14-day return period may be covered under our product warranty. Contact us for warranty claims.
Contact Information
Phone: +55 44 99956-1909
Email: sac@seriatu.com
Address: Rod. José Carlos Daux, 5500, Room 211, Saco Grande, Florianópolis, Santa Catarina, 88032-005, Brazil
Business Hours: 9:00 AM – 6:00 PM (Monday to Friday)
Company Registration: CNPJ: 46.084.928/0001-00 | NME NEGÓCIOS DIGITAIS LTDA