Refund Policy
Incorrect Address
If we receive a notification of undelivered goods due to an incorrect address, we will request the correct address from the customer and review the order details in our store.
If the delivery is not made due to a discrepancy in the address provided by the customer, the customer is not entitled to a refund and must pay for a new shipment, with a cost of $26.90 to resend the product.
Company Error: If it is determined that the error was caused by our company, no fee will be charged for return and reshipping.
We offer two shipping options:
- Insured Shipping: We cover any mishaps during product shipment at no additional cost to the customer.
- Standard Shipping (Free): We do not offer coverage for potential issues during the product shipment. It is the customer's responsibility to track the delivery using the code provided in the shipping confirmation email.
Although we offer free shipping, our company bears the cost of shipping the product. Therefore, if the customer provides an incorrect address and we need to process a refund, a fee of 25% of the total order value (shipping cost and postal fees) will be applied if the customer chooses to cancel the purchase. This fee is necessary to cover part of the shipping costs already incurred by the company.
To start the return or refund process, please contact us via email at support@tuplena.com, providing the order number and the reason for the return. We will do our best to resolve the issue as soon as possible.
Delivery Delay
Before contacting us to request a refund due to delivery delays, please read our entire Shipping and Delivery Policy.
Don't worry or file complaints on Reclame Aqui. If your order is already past the delivery deadlines, we will resolve it immediately.
Delayed orders and shipments are eligible for a full refund or immediate reshipment.
- Full Refund: The refund will be processed, but the order must be returned upon delivery, or a new payment for the product must be made.
- Immediate Reshipment: We will send the product again with a new tracking code and delivery deadline. If the original order is delivered, it must be returned or paid for.
IMPORTANT
In any case of return or exchange where it is determined that any items are not in their original condition, showing signs of misuse, we reserve the right to reject the return and return the product to the customer without a refund.
Timeframes for Exchanges and Returns
I Would Like to Cancel an Order I Haven't Received Yet
Once payment for your order is confirmed, we automatically begin processing it, so it's not possible to cancel an order without having received it.
But don't worry; you can exchange your order or cancel it for dissatisfaction within 7 days of receiving it. Just make sure to follow our guidelines set out in our return policy and contact us as soon as you have the product in hand.
I Would Like to Cancel/Exchange/Receive a Refund for an Order I Already Received
We have a dissatisfaction exchange policy that lasts for 7 days from the receipt of the product. If you're not satisfied with your product, simply follow all the guidelines set out in our return policies, contact us, and return the product to receive a new one or a refund.
Regret
You can return the product for any reason within 7 (seven) business days from the date of receipt of the product, in accordance with Article 49 of the Consumer Protection Code.
My Product Arrived Damaged, and I Would Like to Exchange It
We have a defect exchange policy that lasts for 7 days from the receipt of the product. If you're not satisfied with your product, simply follow all the guidelines set out in our return policies, contact us, and return the product to receive a new one.
Incorrect Product
The deadline is 7 (seven) business days from the receipt. The exchange of incorrect products will only be accepted upon verification via video or photo.
If you have any questions about this policy or the procedures to follow, please contact our Customer Service (SAC).
Customer Service Hours
Monday to Friday: 08:00 to 22:00
Saturday: 09:00 to 16:00
Customer Service Channels
- Email: support@tuplena.com
How to Exchange or Return a Product
The first step to exchange or return a product is to contact our Customer Service (SAC) via Contact and provide the order number and the apparent reason.
Our team will guide you on how to proceed with the product return.
Once Tú Plena receives the package, we will conduct an analysis to confirm that everything is in accordance with the item's return conditions. After confirmation, our Customer Service Team will contact you, and you can choose between:
- Reshipment of the same new and 100% functional product.
- Exchange for a different product of the same value.
- Receive a voucher/credit of the same value.
- Receive a refund.
Warranty
We offer a warranty of 30 to 90 days, depending on the purchased product, counted from the delivery date. If your product has any issues, before taking any action, please contact us through the indicated Customer Service Channels after the purchase. Consumer Protection Code (Law 8.078/1990).
To activate the warranty, the customer must send us a video of up to 15 seconds demonstrating the problem; in this video, the packaging of the received product (Correios packaging, with label) must also be shown. It is essential that the packaging is shown in the video.
If the customer is unable to make the video or send the photo, they must send the product to our address, which will be sent by email for analysis. The cost of this shipment is the responsibility of the customer. The product must be sent with the original Correios packaging, with the recipient's label undamaged.
Non-Coverage of Warranty
- For liquid damage, such as dropping the product in water or submerging it.
- For attempted repair or adaptation of the product by third parties.
- Improper use of accessories;
- Failures or damage that may arise due to normal wear and tear. Scratches on the screen due to use, oxidation due to excess uric acid from the product user.
Questions
If you have any questions about this policy or the procedures to follow, please contact our Customer Service (SAC) via WhatsApp: (31) 99224-3191 or by email at support@tuplena.com.
Customer Service Hours:
Monday to Friday: 08:00 to 22:00
Saturday: 09:00 to 16:00
By making a purchase on our website, the customer agrees to the conditions and rules established here by Tú Plena.