Exchange and Return Policy

The exchange or return of the product can be made in the following cases:

1. Regret of making the purchase;

2. Addiction or defect of the product;

3. Product deviating from the purchase;

4. Dissatisfaction.

To request the exchange or return of any Canan product, contact us by email at contato@redecanan.com .

Below is our Exchange and Returns Policy:

1. THE RIGHT TO REGRET

When making a purchase on the Rede Canan website, you have a period of up to 07 (seven) days, from the date of receipt of the goods, to withdraw from the purchase of any product, as provided for in article 49 of the Consumer Protection Code .

Returned products must not have been used or consumed by the customer. In order for the right of withdrawal to be exercised, the products must be returned in the same condition as they were received.

To inform us about the return, contact us by email at contato@redecanan.com . In the email, do not forget to send us the necessary documents and information that attest to the good condition of the product, such as the invoice and photographs of it. Otherwise, the cancellation of the purchase will remain impaired.

The technical analysis of the request will be made within up to 7 (seven) working days. Once the return of the product is authorized, the consumer must return the goods within 03 (three) business days, counting from the approval of the cancellation of the purchase, accompanied by all the other products contained in the order, and the DANFE (Electronic Invoice). To do this, the consumer must send the product by mail to the address we will indicate, and then forward us the proof of tracking the goods.

Upon receipt of the product returned to the Canan Network, a technical analysis will be carried out to certify the state in which the product is found. If the analysis proves the good condition of the product, and with it the respective invoice is found, the consumer will be able to opt for a refund or exchange of the product. If he opts for reimbursement, Rede Canan will arrange for the refund of the amounts paid, observing the terms indicated in clause 07 of this policy.

But, if the exercise of the right to repentance is not approved, due to any malfunction that is identified, or for another reasonable reason, the cancellation of the purchase will remain impaired, and the product will be sent back to the consumer's address, without refund of the amounts paid ( in this case, subject to the charge of reposting expenses).

2. EXCHANGE FOR ADDICTION OR DEFECT OF THE PRODUCT

If you receive any product from the Canan Network that contains a defect or defect, you will have a period of up to 30 (thirty) days to report the occurrence, counting from the receipt of the order (delivery of the goods), so that the product can be exchanged .

To inform us about the vice or defect, contact us by email at contato@redecanan.com . In the email, do not forget to send us the necessary documents and information attesting to the product's malfunction, such as the invoice and photographs of it. Otherwise, the product exchange or refund will remain impaired.

It is important to point out that the vice or defect must not be the result of misuse by the consumer, or failure to observe the manufacturers' recommendations on the use of the product.

The technical analysis of the request will be made within up to 7 (seven) working days. Once the product has been found to be defective, the consumer may opt for a refund of the amount paid, or for an exchange of the product, or even for the availability of the value in a coupon. If the customer opts for an exchange, the product must be returned, accompanied by the DANFE (Electronic Invoice), forwarding it by post to the address we will indicate, and then forwarding us the proof of tracking of the merchandise.

3. EXCHANGE FOR A DIFFERENT PRODUCT FROM THE PURCHASE

If you receive any product that differs from the purchase, you will have a period of up to 30 (thirty) days to report the occurrence, counted from the receipt of the order (delivery of the goods), so that the product can be exchanged.

To inform us about the discrepancy, please contact us by e-mail contato@redecanan.com . In the email, do not forget to send us the necessary documents and information that attest to the discrepancy, such as the invoice and photographs of it. Otherwise, the product exchange or refund will remain impaired.

The technical analysis of the request will be made within up to 7 (seven) working days. Once the divergence of the product is verified, the consumer may choose to refund the amount paid, or to exchange the product. If the customer opts for an exchange, the product must be returned, accompanied by the DANFE (Electronic Invoice), forwarding it by post to the address that we will indicate, and then forwarding us the proof of tracking of the merchandise.

4. PRODUCT DISSATISFACTION

When the purchased product does not meet expectations, you can request a refund of the amounts paid.

To request the return of the product, contact us by email contato@redecanan.com . In the email, do not forget to send us the necessary documents and information attesting to the reason for dissatisfaction, such as the invoice and photographs of it. Otherwise, the refund will be impaired.

The technical analysis of the request will be made within up to 7 (seven) business days. Once the reason for dissatisfaction with the product has been determined, the consumer may opt for a refund of the amount paid, or for the amount to be made available as a coupon. The customer, then, must return the product, accompanied by the DANFE (Electronic Invoice), forwarding it by post to the address we will indicate, and then forwarding us the proof of tracking of the goods.

5. PRODUCT LOSS

If any product is lost, Rede Canan will contact the customer by e-mail contato@redecanan.com , and will send a new product. If the product is no longer in stock, the consumer may opt for a refund of the amount paid, or for the amount to be made available as a coupon.

6. DELIVERY TIME

The delivery time will be stipulated at the time of purchase of the product. However, as the deadline is an estimate, it can be changed based on the high number of deliveries received by the carrier. If the deadline exceeds the stipulated time, Rede Canan will contact the customer by e-mail contato@redecanan.com informing about the new deadline.

7. REFUND OF VALUES

If refunds are required in any of the situations mentioned above, Rede Canan will make the refund using the same payment method chosen by the customer during the purchase process.

Refunds must be made as follows:

1. Purchases paid via credit card: can occur in 03 (three) ways depending on the card brand:

a) the bank reverses the total amount of the transaction in the invoice following the reversal request; releasing the customer's card limit and charging the rest of the installments normally;

b) the bank charges all installments and makes a total reversal only on the last collection invoice;

c) the bank charges and reverses the installment in the same invoice.

The period for returning the amounts will depend exclusively on the reversal policy of the credit card brand used.

2. Purchases paid via Boleto Bancário or Pix : Returns will be made via bank transfer within 30 (thirty) business days.