Returns Policy

1. Withdrawal from Purchase within 14 Days

Any customer has a period of 14 (fourteen) calendar days, counted from the date the product is received according to the postal service, to withdraw from a purchase made at STIVIKpro without needing to explain the reasons for doing so. This period starts from the date the product is received by the consumer.

If the withdrawal period ends on a non-working day, it will automatically be extended to the next working day.

Return Procedure

Before sending the product back to STIVIKpro, the customer must contact us via email at encomendas@stivikpro.com. Any order sent back without prior communication will automatically be returned to the sender’s address, with shipping costs borne by the consumer.

Product Conditions

In the case of a return due to withdrawal, the product must be in perfect condition for use and its original packaging must be properly sealed. If there are faults, damage, scratches or any characteristic that disqualifies it as a new product, the return will be refused.

Refunds

Credit card: The refund may take place within up to 2 (two) subsequent statements, as determined by the Card Operator.

2. Exchange of New Product (No Fault)

In accordance with the law, a new product has up to 30 (thirty) calendar days to be replaced, provided it is presented in the same condition as received/purchased (in the original packaging and unused).

If the customer chose the product in our WebStore, but upon receiving it was not satisfied and wishes to exchange it for another item, the following rules apply:

2.1 Return of the Goods

The product must show no signs of use and must be returned in its original packaging, including all accessories and manuals.

The goods must be returned via the postal service or carrier, with prior notice by email to encomendas@stivikpro.com, stating the order reference, serial number and reason for return.

Through that same email contact, a return number will be issued and must be clearly indicated on the outside of the shipping package.

From that moment, the customer then has a period of 10 (ten) working days to send the product to the following address:

If after 10 (ten) working days STIVIKpro has not received the product, the return will be refused.

After the goods are received, if they are in perfect condition (not unpacked and with no signs of use) and with the corresponding original packaging, the amount will be refunded to the same account from which payment was made. If the goods do not arrive in perfect condition, with their original packaging and all accessories, STIVIKpro reserves the right to refund a lower amount than previously charged or to refuse the return.

2.2 Replacement of the Goods

The consumer may choose another item subject to stock availability in our WebStore. All costs related to the exchange attempt are the customer’s responsibility. STIVIKpro reserves the right to charge shipping costs and other dispatch fees to the requesting consumer.

The choice of a new product must be limited to the value of the original goods. If there is a difference, the additional payment must be made according to the options available on the website.

The customer must indicate, by email, the new item chosen and the item to be exchanged. The new item will be dispatched to the customer’s address after confirmation of payment of shipping costs and any charges generated by the difference in values.

3. Product Delivered with a Defect (24 hours)

STIVIKpro does its best to send all orders in perfect condition to its customers. However, if the consumer receives a product with an opened or damaged box, please contact STIVIKpro within a maximum of 24 hours from receipt of the order. This allows us to trigger an investigation with the responsible carrier.

Any order must be checked in full at the time of receipt, as well as its operation. If the consumer receives a product that is broken, non-functional or has any damaged part, contact must be made within 24 hours by telephone at 219 617 468 (Call to national fixed network) or by email at encomendas@stivikpro.com.

After this period, the warranty will only be applied if the product presents a malfunction due to a manufacturing defect during the period established on the product page and/or in the warranty certificate.

Return Procedure

The product must be sent complete: packaging, accessories, manuals, warranty certificate and purchase invoice. All products will be assessed and, if no defect is identified or they are not complete according to the conditions above, they will be returned to the customer, with shipping costs borne by the consumer. Otherwise, a new product will be sent at no additional cost to the consumer.

4. Product Defect (Warranty)

Products sold by STIVIKpro have a one-year (professionals) or two-year (private customers) warranty in case of manufacturing defects, except for products where the warranty is specified in the product description.

If the item purchased in our store shows a defect after 14 (fourteen) days from the date of receipt, but within the manufacturer’s warranty period, the customer may contact the manufacturer (manufacturer information can be found on the product page) by telephone 219 617 468 (Call to national fixed network) or by email servicocliente@stivikpro.com.

To report the occurrence and obtain clarification, or to go to one of the Technical Support Centres accredited by the manufacturer indicated in the manual accompanying the product, the customer must contact the STIVIKpro store in Terrugem.

If you are unable to contact the manufacturer, notify us using one of the following contacts: by telephone 219 617 468 (Call to national fixed network) or by email servicocliente@stivikpro.com.

How to Request Assessment of Manufacturing Defects

Return of the Goods:

• The goods must be returned via the postal service or carrier, with prior notice to the STIVIKpro store in Terrugem (by email or telephone)
• Return the product in its original packaging
• Mandatorily, the customer must include the original purchase invoice together with the product
• The customer must send a brief written report describing the alleged defect referred to in the claim, clarifying the activity in which the product was used

Defect Analysis of the Products:

Defect assessment will be carried out by our suppliers and the final analysis of the exchange request will then be concluded. Average completion timeframe: 10 (ten) working days.

Analysis Favourable to Exchange:

• The customer will receive, at their address and at no additional cost, a replacement of the same product
• If the same model is out of stock, the customer will be informed and may choose another model for exchange from the options available on the website, within the credit limit
• If there is a price difference between the chosen product and the claimed product, payment of the difference must be provided

Analysis Unfavourable to Exchange:

The product will be returned with no right to replacement.

Reasons for Rejection:

• No defect found (the damage reported by the customer is not confirmed)
• Signs of improper use of the product
• Signs of accidental damage
• Natural wear and tear resulting from use
• Improper use of the product

5. Product Not as Ordered

If the customer receives a product different from the one purchased, they may opt to exchange the product for the same one described in their order, provided the guidelines below are followed:

If the customer detects a discrepancy between the purchased product and the received product, they have 48 (forty-eight) hours to contact the STIVIKpro store in Terrugem by telephone or email. Requests outside this timeframe will not be accepted.

The exchange will only be carried out after the returned product(s) have been received and assessed. If any discrepancy is not confirmed, such as no difference between the purchased and delivered product, or signs of misuse, STIVIKpro is exempt from accepting the return and carrying out the exchange, and may resend the product to the customer without prior consultation.

Return of the Incorrect Product

• The goods must be returned via the postal service or carrier, with prior notice by email to our STIVIKpro store in Terrugem
• Return the product in question in its original packaging with all original items included
• Mandatorily, the customer must include the original Purchase Invoice together with the incorrect product
• The customer must send a brief written report describing the alleged discrepancy referred to in the claim

Exchange Processing

• Average completion timeframe: 10 (ten) working days after receipt at the STIVIKpro distribution centre
• The customer will receive, at the original address and at no additional cost, a replacement product
• If the same model is out of stock, the customer will be informed and may choose another model for exchange from the options available on the website, within the credit limit
• If there is a price difference between the chosen product and the claimed product, the customer must arrange payment or reimbursement