Service Policies

1. OBJECTIVE
The purpose of this Service Policy is to regulate the conditions of use, service, delivery, exchanges, returns, warranty, security and other aspects related to the provision of services and marketing of products by the company Durtins.

2. CUSTOMER SERVICE
2.1 Durtins provides customer service channels from Monday to Friday, from 9:00 am to 5:00 pm (Brasília time), via email suporte@durtins.com or telephone/WhatsApp 12-36624481.
2.2 The deadline for responding to requests is up to 48 (forty-eight) business hours, except in exceptional cases duly informed to the consumer.

3. PRODUCT DELIVERY AND SHIPPING TIMES
3.1 The delivery time will be informed at the time of finalizing the order, and may vary depending on the consumer's location and the chosen shipping method.
3.2 The delivery period will be counted from the confirmation of payment of the order.
3.3 Durtins is not responsible for delays caused by force majeure, such as strikes, natural disasters, accidents or logistical restrictions of carriers.
3.4 If there is a delay of more than 30 (thirty) days beyond the initially informed period, the consumer may request cancellation of the order with a full refund of the amounts paid.

4. EXCHANGE AND RETURN POLICY
4.1 The consumer may request the return or exchange of the product within 7 (seven) calendar days after receiving the order, as provided for in article 49 of the Consumer Protection Code (Law No. 8,078/1990).
4.2 The returned product must be in perfect condition, with no signs of use, accompanied by the invoice, original packaging, manuals and all its accessories.
4.3 The cost of shipping for returns or exchanges due to regret will be borne by the consumer, except when there is a defect or flaw in the product, in which case the cost will be fully borne by Durtins.
4.4 The refund will be made using the same payment method used for the purchase, within 10 (ten) business days after receiving and analyzing the returned product.

5. PRODUCT WARRANTY
5.1 All products sold by Durtins have a legal warranty of 90 (ninety) days against manufacturing defects, in accordance with article 26, item II, of the Consumer Protection Code.
5.2 The warranty period begins on the date the product is received by the consumer.
5.3 If the defect is found, the consumer must contact Durtins for guidance on the procedures for sending the product for technical analysis.
5.4 If the manufacturing defect is confirmed, Durtins will exchange the product or refund the amount paid, as chosen by the consumer, without any additional cost.

6. SECURITY AND PRIVACY
6.1 Durtins ensures that all personal data provided by consumers will be treated confidentially and used exclusively for the execution and improvement of its services, in accordance with the General Data Protection Law (Law No. 13,709/2018).
6.2 No personal data will be sold or passed on to third parties, except when necessary to comply with a legal obligation or perform the contracted service (such as logistics companies and payment methods).

7. PAYMENT METHODS
7.1 Payments by credit card, debit card, PIX and bank slip are accepted, with all transactions processed in a secure and encrypted environment.
7.2 Payment confirmation is subject to analysis and approval by the financial operator.

8. GENERAL PROVISIONS
8.1 Durtins may change the conditions of this Service Policy at any time, with the updated version always being available on its official website.
8.2 Any omissions will be resolved based on current legislation, in particular the Consumer Protection Code.