Return Policies

1. OBJECTIVE
The purpose of this Return Policy is to regulate the procedures and deadlines applicable to requests for the return of products purchased on the official Durtins website, in accordance with the Consumer Protection Code (Law No. 8,078/1990) and other current legislation.

2. RIGHT OF WITHDRAWAL
2.1 The consumer may exercise the right to withdraw within 7 (seven) calendar days, counting from the receipt of the product, in accordance with article 49 of the Consumer Protection Code.
2.2 To exercise this right, the consumer must contact Durtins Customer Service by email at suporte@durtins.com, informing the order number and the reason for the return.

3. RETURN CONDITIONS
3.1 The product must be returned:

  • in its original packaging, with no signs of use or wear;

  • accompanied by all accessories, manuals and purchase invoice.
    3.2 Products that show signs of improper use, damage due to poor handling or absence of original items will not be accepted for return.
    3.3 Items classified as personal care products, cosmetics, food, intimate products and/or perishables will only be accepted for return if the original seal has not been broken.

4. SHIPPING COSTS
4.1 In the case of a return due to regret, the cost of return shipping will be borne by the consumer, except when the product is sent due to an operational error by Durtins or in cases of manufacturing defects.
4.2 For products with proven defects or faults, Durtins will fully cover the shipping cost for return and subsequent reshipment, when applicable.

5. REFUND
5.1 The refund will be made using the same payment method used for the purchase, observing the following deadlines:

  • Credit card: up to 2 (two) subsequent invoices, according to the administrator's rules.

  • PIX or bank slip: up to 10 (ten) business days after confirmation of receipt and analysis of the returned product.
    5.2 The refund of the amount paid will only be made after technical analysis and approval of the return, which may take up to 5 (five) business days after receipt of the product at the Durtins distribution center.

6. DEFECTIVE PRODUCTS
6.1 Products that present a manufacturing defect within a period of 90 (ninety) days must be sent for technical analysis.
6.2 Once the defect is confirmed, the consumer may choose to:

  • replacement with an identical product, when available;

  • replacement with a similar product of equal value;

  • full refund of the amount paid.

7. PRODUCTS NOT RETURNABLE
7.1 Return requests will not be accepted in the following cases:

  • products outside the 7 (seven) day cooling-off period without defects or faults;

  • personalized or custom-made products;

  • products with clear signs of misuse or mishandling.

8. DEADLINE FOR COMPLETION OF THE PROCESS
8.1 The total time to complete the return process may vary depending on the consumer's location and the chosen logistics method, not exceeding 30 (thirty) calendar days after opening the return protocol.

9. FINAL PROVISIONS
9.1 Durtins reserves the right to change this Return Policy at any time, with the updated version always being available on the official website.
9.2 Any omissions will be resolved based on current legislation and the Consumer Protection Code.