How to initiate a Return or Refund

If you wish to initiate the Return or Refund process for the purchase of a product, you must first make a request by email to falecom@frutificado.com.br explaining what happened. Once we receive the request, we will have 1 business day to assess which of the 3 cases below the request fits into and respond to the customer.

*We always want to improve our Products and Services, so we encourage you to let us know the reasons for returning the Product. However, you are not obliged to do so.

In what cases can I request a return or exchange of a product?

1st Case: Exchange due to Defects or Damage.

2nd Case: Exchange due to delivery of product outside specifications.

3rd Case: I want to request the return of a product whose seal I did not break and request a refund of the amount paid (the deadline is 7 calendar days after receiving the order).

1st Case: Exchange due to Defects, Damage.

Despite great care in storage, packaging and handling, products may occasionally present defects due to various factors such as transportation, etc.

The product must be sent in its original packaging and accompanied by the invoice. After receiving the defective product, we will arrange for a new product to be sent.

All products will undergo a prior analysis to verify the existence of the aforementioned defect. If the same is found in the product, Frutificado will arrange for the same product to be sent to the customer's address.

Attention: We only accept exchanges requested within 30 calendar days from the date of delivery of the product. All returns must be communicated in advance. Products returned without this prior communication will be returned to the customer without prior consultation.

2nd Case: - Exchange due to delivery of product outside specifications.

The product must be sent in its original packaging and accompanied by the invoice.

Once we receive the product for return, we will arrange for a new product to be sent.

Attention: We only accept exchanges requested within 30 calendar days from the date of delivery of the product. All returns must be communicated in advance. Products returned without this prior communication will be returned to the customer without prior consultation.

3rd Case: I want to request the return of a product and request a refund of the amount paid.

It must be sent in its original packaging, unopened, with the seals closed if applicable, with no signs that the product has been opened. It must be accompanied by the product's invoice.

The shipping cost to return your product will be borne by the customer (buyer).

Once we receive the product for return, we will arrange for the refund of the amount paid as follows:

1. If you paid by credit card, the amount will be available in up to 2 (two) invoices, this is because, even if the refund is made immediately, the card administrator has its own internal deadlines;
2. If you paid by boleto, we will refund your bank account within 7 (seven) business days after the payment has been cleared by the financial institution. This period is counted after sending a form, filling it out and checking the refund data to be carried out via our platform. It is important that the data is correct for the refund to be processed; or
3. If your payment was made via Pix, the refund will be made within 5 (five) business days.

Please note that, for payments made using a bank slip, the financial institution generally takes up to 2 (two) business days after the payment is made to recognize it.

Purchases made via bank slip will be refunded directly to the individual account indicated on the form. Purchases made via Pix will be refunded to the same bank account that made the payment.

The above deadlines are the same for all our customers, and allow everyone to have more security in the purchasing process, and in cases of refunds, exchanges and returns. This way, we can better serve everyone in our community, with transparency and efficiency.