Refund Policies

1. OBJECTIVE
The purpose of this Refund Policy is to establish the criteria, deadlines and procedures for refunding amounts paid for products purchased on the official Durtins website, in accordance with the Consumer Protection Code (Law No. 8,078/1990) and other applicable legislation.

2. RIGHT OF WITHDRAWAL
2.1 The consumer may request a full refund of the amount paid within 7 (seven) calendar days, counting from the receipt of the product, in accordance with article 49 of the Consumer Protection Code.
2.2 The refund is subject to the return of the product in its original packaging, with no signs of use and accompanied by the invoice and all accessories included.

3. REFUND IN CASE OF DEFECTIVE PRODUCTS
3.1 If the product presents a manufacturing defect or fault within 90 (ninety) days, the consumer may choose to receive a refund of the amount paid, an exchange for an identical product (when available) or a proportional price reduction, as provided for in articles 18 and 20 of the Consumer Protection Code.
3.2 The technical analysis will be carried out within 5 (five) business days after receipt of the returned product, and the consumer will be informed about the approval or rejection of the refund request.

4. APPLICATION PROCEDURE
4.1 To request a refund, the consumer must contact Durtins customer service via email at suporte@durtins.com with the order number;

  • reason for refund;

  • bank details (in case of payments via boleto or PIX).
    4.2 Durtins will send the consumer instructions for returning the product, when applicable, as well as the service protocol for monitoring the process.

5. REFUND TERMS
5.1 The refund will be made according to the payment method used in the purchase:

  • Credit Card: the refund will be requested from the card administrator and may be credited in up to 2 (two) subsequent invoices, depending on the invoice closing date.

  • PIX or Bank Slip: the refund will be made within 10 (ten) business days, after approval of the return and analysis of the product, when applicable.
    5.2 The term may be extended in cases of force majeure or reasons beyond Durtins' control, and the consumer will be informed in such cases.

6. REFUND RESTRICTIONS
6.1 There will be no refund when:

  • the order is outside the legal period for regret or guarantee;

  • misuse, poor installation or damage resulting from inappropriate use of the product is detected;

  • there is a lack of accessories, original components or suitable packaging for transport.

7. SHIPPING COSTS
7.1 In refund requests due to regret, the shipping costs of the returned product will be the responsibility of the consumer, except when it is an operational error by Durtins.
7.2 In cases of manufacturing defects or errors in shipping the product, all logistics costs will be borne by Durtins.

8. FINAL PROVISIONS
8.1 Durtins reserves the right to change this Refund Policy at any time, with the updated version always being available on its official website.
8.2 Any omissions will be resolved in accordance with current legislation and the Consumer Protection Code.