EXCHANGE AND RETURN POLICY

This ALPACAS FOODS Exchange and Return Policy –   ​​CNPJ 05.628.239/0001-24 – is applicable to all purchases made by the final consumer as defined under the terms of Art. 2 of the Consumer Defense Code (CDC), through the website   www.alpacasfoods.com.br

PURCHASE WITHDRAWAL

-The withdrawal of purchase due to regret or dissatisfaction is only valid for orders placed on the Apacas website. Products purchased at resellers will not be exchanged by the online store, and the consumer must go to the place where the product was purchased.

The customer must communicate the withdrawal of purchase by contacting our Call Center within a period of up to 7 (seven) calendar days from the date of receipt of the product.

After that, our Customer Service team will provide a postage code via post office valid for 14 days (there will be no cost for shipping). The customer must return the product in perfect condition and in its original packaging, without signs of use, without violation or modification and accompanied by the DANFE (Electronic Invoice Auxiliary Document) and packaged as recommended by the post office.

The product will be subject to an analysis by the Alpacas Quality Control. The refund of the amount paid will only be released after approval by the Alpacas Quality Control. If any divergence or violation of the product is identified, the return will not be accepted and the product will be returned to the customer.

The customer will be able to track the return through tracking by the post office from postage to arrival at our address.

After receiving and checking the order, our Call Center will contact the customer to align the form of reimbursement of the amount paid.

When returning products, the refund of the amount paid will not include the amount paid for shipping and will be carried out using the same payment method used when closing the order. 

The amount corresponding to the refund of the amount paid can be converted into “Credit” for use exclusively on the Alpacas website within a period of up to 12 months, counting from its issue, or refunded according to the payment method used at the time of purchase. .

PURCHASE WITHDRAWAL WITH ORDER IN TRANSIT

-If the customer has given up on their purchase and the order is in transit, it will be necessary to refuse the order at the time of delivery so that it is returned to our address in the way it was sent.

After receiving and checking the order, our Call Center will contact the customer to define how to reimburse the amount paid.

EXCHANGE

-The exchange of products is valid only for orders placed via the internet. Products purchased at resellers will not be exchanged by the online store, and the consumer must go to the place where the product was purchased.

The customer must communicate the exchange request by contacting our Call Center within a period of up to 15 (fifteen) consecutive days, from the date of receipt of the product, explaining the reason for the exchange.

After that, the Customer Service team will provide a postage code via post office valid for 14 days (there will be no cost for shipping). The customer must return the product to be exchanged in perfect condition and in its original packaging, without signs of use, without violation or modification and accompanied by the DANFE (Electronic Invoice Auxiliary Document) and packaged as recommended by the post office.

On the back of the invoice to be returned/exchanged, the customer must inform the reason for the return/exchange, the name of the person returning, CPF and the date of return.

The absence of the invoice with the description will prevent the identification of your request, causing delays in the exchange process. Therefore, be sure to describe the reason for the return on the back of the invoice and send it with the product.

The customer will be able to track the return by tracking the couriers from postage to arrival at our Distribution Center.

After receiving and checking the product(s), if there is a product in stock, another product will be automatically sent to the customer.

If the product is not in stock, the following methods of resolution will be offered: exchange for another product, refund of the amount paid or credit for the value of the product to use on our website.

We emphasize that the exchange will only be made if the product is in its original packaging, without signs of use and without violation or modification.

 EXCHANGE DUE TO DEFECT / NONCONFORMITY

-If the customer finds any manufacturing defect or nonconformity in a product purchased, he must contact our Call Center within 90 (ninety) days after receiving the product (under the terms of Art. 26, II of the CDC ) and, following the instructions given to you, send the product to Alpacas in its original packaging.

Returned products will be analyzed and, if any manufacturing defect is confirmed, Alpacas will exchange the product or refund the amount paid within a period of up to 90 (ninety) calendar days from the request made by the customer. The respective exchange will not be carried out if any signs of use or poor handling of the product are found.

If no manufacturing defects are found or if it is found that defects in the product are due to poor handling or misuse by the customer, Alpacas will send the product back to the customer without refunding the amounts paid.

 REFUSAL OF REQUEST

The customer must observe the product upon receipt and if any of the hypotheses below are observed, he must immediately refuse receipt and write the reason on the back of the invoice:

– open packaging

– damaged packaging

If you have accepted the product under these conditions, please contact our Customer Service Center within 48 hours so that we can resolve the issue.

DEADLINE FOR EXCHANGE RESOLUTION

Alpacas has up to 30 (thirty) consecutive days, counted from the date of receipt of the product at the Distribution Center, to verify that the request meets the requirements of the Exchange and Returns Policy.

REFUND METHOD OF AMOUNTS PAID

Credit Card Payments: Alpacas will notify the administrator of the card used by the customer and the reversal will occur in up to 02 (two) subsequent invoices. This procedure is the responsibility of the card administrator.

Payments with bank slip: the refund will be made to the current account indicated by the Customer within a period of up to 10 working days from receipt by Alpacas of the returned product. It is necessary that the holder’s CPF is the same as the one in the order (client’s CPF). It will not be granted credit to third parties. 

In case of return for refund of the amount, the reversal will be processed only after receipt of the product(s) at our address.

IMPORTANT

The exchange or return of products purchased at Alpacas is guaranteed when the contact with our Call Center occurs within the deadlines described above.

GENERAL PROVISIONS

The provisions of this Exchanges and Returns Policy may be updated or modified at any time, so we suggest checking by the internet user/customer whenever accessing the Portal.

In case of any doubts regarding the Exchanges and Returns Policy, the customer/internet user may contact our Customer Service Center at any time.

TERMS AND CONDITIONS OF USE

CANCELLATIONS

-Alpacas reserves the right to cancel orders, fully refunding the amount paid by the customer, in cases of malfunction of the electronic platforms, typing errors or stock problems beyond our control.

CHANGES OF ORDERS

-If your order has already been completed, it will not be possible to change the recipient’s address, include/replace products in the order or change the payment method.

PAYMENTS WITH BILLS

-The bills generated on our website are valid for 3 working days, after which the order will be automatically canceled and the products will return to our stock.

DELIVERY POLICIES

FREIGHT AND DELIVERY TIMES

-Purchases made on the Alpacas website are shipped throughout Brazil via courier. The company has a partnership with several logistics solution companies to ensure agility and quality of delivery throughout the national territory. Delivery times may vary according to order volume and region ranging from 1 to 35 working days.

 -The customer will know the deadline after informing the address on the page of the order. The stated period will start to be valid from the approval of the payment. To calculate the delivery time, we consider working days from Monday to Friday, from 8:00 am to 6:00 pm, excluding holidays.

DELIVERY CONDITIONS

-Delivery will be carried out by signing the delivery protocol and can be carried out directly to third parties, such as porters or relatives.

-Under normal conditions, most of our orders are delivered within the timeframe stated at the time of purchase. In some cases, orders are delivered after the estimated delivery date, for reasons beyond our control, which may be:

Incorrectly registered address

Missing address information, such as street or apartment number

Payment issues such as declined payment or failed order

severe weather conditions

Routine inspections performed by your state tax authorities

Unexpected technical issues processing your order

FOLLOW-UP OF AN ORDER

-The customer can follow all the steps of his order directly on the Alpacas website.