Deliveries and Returns
Sparkling Club delivery policy:
1. General conditions
Deliveries are made from Monday to Friday, from 8 am to 9 pm.
The delivery period is counted from the confirmation of payment on working days, that is, it does not include Saturdays, Sundays and holidays.
Exceptionally deliveries may take place on Saturdays, Sundays and holidays.
Please check the dimensions of the product and make sure that they are suitable for the elevators, doors and corridors of the place of delivery, as we do not assemble, disassemble the product and/or doors and windows, transport by stairs or lift from the side from outside the building.
IMPORTANT : after the order is finalized, it is not possible to change the delivery method, request advance payment or priority. All delivery times take into account the stock, the region, the invoice issuance process and the product preparation time. With each update in the order status, our system automatically sends alert emails. That's why it's important to keep your email up-to-date when registering.
Once the order is complete, it is not possible to change the delivery address. If you have provided the wrong address, please contact customer service and request a cancellation of the purchase.
After canceling, update the delivery address in your registration.
IMPORTANT : for security reasons, under no circumstances do our operators change the delivery address or customer registration data.
If you have provided an incomplete address, please contact the customer service department and provide the missing data.
IMPORTANT : it will only be possible to add additional information such as block, floor, reference point. It is not allowed to change the street name or the building/house number, for example.
Delivery can only be made to a person over 18 years of age who presents an identification document.
The carrier is prohibited from:
- enter the home;
- deliver by alternative means (example: lifting product through a window);
- carry out installation or maintenance of products;
- open the product packaging;
- collect return products;
- deliver to an address other than the one listed in DANFE;
- deliver to minors or those without identification documents.
2. When to refuse delivery
Products are sent to the customer exactly as they were delivered to us by the manufacturer. If any of the following occurs, refuse to receive the goods and write the reason for the refusal on the back of the DANFE:
- open or damaged packaging;
- defective product;
- product not in accordance with the order;
- lack of accessories.
If you still accept the product, please contact customer service within 72 hours.
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Club Sparkling Return Policy:
All occurrences involving exchange or return must be made within a period of up to 7 (seven) days, counting from the date of delivery, with the exception of Fashion items, whose period is up to 30 (thirty) consecutive days, and must be communicated to our customer service department.
1. When to refuse the product
Products are sent to the customer exactly as they were delivered to us by the manufacturer. If any of the hypotheses below occurs, refuse receipt and write the reason for the refusal on the back of the DANFE (Auxiliary Document of the Electronic Invoice):
- open or damaged packaging;
- defective product;
- product not in accordance with the order;
- lack of accessories.
If you still accept the product, please contact customer service within 72 hours.
2. Exchange or cancellation of purchase
The return of any product can only be made within a period of up to 7 (seven) days, counting from the delivery date, with the exception of Fashion items, whose period is up to 30 (thirty) calendar days. During this period, if the product is defective, or if you are not satisfied with the purchase, please contact our customer service department and request an exchange.
To exchange a product, the following conditions must be observed:
- the product must be sent in the original packaging, without signs of use, without violating the manufacturer's original seal, accompanied by the DANFE, manual and all accessories.
- in requests to withdraw products from the Fashion, Wines, CDs, DVDs and Books categories, the product label/seal is important.
If the product, together with the packaging in which it was delivered, weighs less than 15 kg and its dimensions do not exceed 105 cm in height, 105 cm in width and 105 cm in length, the return can be made by post. Otherwise, the product will be collected by the carrier on an agreed date, at the same delivery location. Collections are made from Monday to Friday, from 8 am to 9 pm. Our carrier leaves a proof of collection on site.
In case of postage, our operators will send, by e-mail, the postage code that must be presented at the post offices. This process is free. (IMPORTANT: Franchise Post Offices (ACF) do not accept the use of the postage authorization instrument.)
It is essential to follow the instructions:
- pack the product in its original or similar packaging;
- return all items/accessories that come with the product;
- attach the DANFE duplicate received upon delivery. It is essential that it be sent so that the product can be identified;
- state, on the back of the DANFE, the reason for the return.
3. Deadline for resolving the exchange
The partner has up to 30 (thirty) calendar days, counted from the date of receipt of the product at its Distribution Center, to send another product to the customer.
4. Refund of the amount paid
Refund of amounts paid using the same payment method chosen in the purchase process.
In purchases paid by credit card, the card administrator will be notified and the chargeback will occur on the next or subsequent invoice, at once, regardless of the number of installments used in the purchase. The refund period depends on the card administrator.
In purchases paid by bank slip or debit, the refund will be made by means of a bank deposit, within 10 (ten) business days, only in the buyer's current account, which must be individual. It is necessary that the CPF of the current account holder is the same that appears in the order (customer CPF). If the buyer does not have a current account that meets the aforementioned conditions, a Payment Order will be sent, within the same period, in the name of the holder of the purchase. It can be redeemed at any branch of Banco Itaú, upon presentation of an identity document and CPF.
The refund of values will be processed only after receipt and analysis of the products at the Distribution Center.