Exchanges and Returns Policy
Exchanges and Returns Policy
Pet Magia is committed to the total satisfaction of its customers. If you purchased your product through our portal and, when you received it, it arrived with a defect or was not as you expected, we guarantee your right to exchange or return it, subject to the following deadlines:
- Dissatisfaction with the product: You may request the product to be returned within 7 (seven) calendar days, counting from the date of receipt.
- Product is defective: The product may be returned within 90 (ninety) calendar days from the date of receipt.
Refund Policy
If the payment method chosen was bank slip and payment has not yet been made, the order will be automatically canceled the day after the bill expires, at no cost to you.
If you paid by credit card, you can request the cancellation or change of the order within 2 hours after placing the order, by contacting our Relationship Center. After the deadline, the order will already be in the process of being posted at the Post Office and it will no longer be possible to prevent shipping and, in this case, you must refuse to receive the product when delivery is attempted by the Post Office so that we can refund you. If it is not possible to refuse receipt, you must send the product back to us following our instructions for a refund.
Defective or divergent product
In the event that you receive a product with a manufacturing defect or different from that ordered, send us an email to contato@petmagia.com.br within 90 calendar days after receipt containing the following information:
- Order number or email used for purchase;
- Buyer’s full name;
- Photos or videos of the product showing the alleged defect.
Your complaint will be analyzed and we will respond to your contact with return instructions and a 3 business day deadline for compliance.
In case of return, we will pay the shipping costs and the product must be returned unused, in its original packaging (wrapped in brown paper or postal packaging if necessary) and accompanied by the labels, manuals and accessories that were delivered with it. Once the product is received at our Center, a quality analysis will be carried out to confirm it. Products with evidence of misuse, without the original packaging, with missing items or after the stipulated deadline will not be accepted.
The refund of your product values will be made through the same payment gateway used for the purchase and will only be made if all the instructions above are followed.
You can always contact us for any questions about refunds or returns via email contato@petmagia.com.br
Delivery not made
We will send the tracking code and its updates to your email provided at the time of purchase. Therefore, stay tuned and also track the delivery on the Correios website. Pay attention to the following possible messages on the post office website:
- “Object returned to sender” – Your product is returning to our supplier’s stock and you must ask us to send it back to an updated address and you must wait for a new delivery time.
- “Object awaiting collection at the indicated address” – 3 attempts were made to deliver your product, all of which were unsuccessful. Your product will be available at the Post Office indicated on the Correios website when checking the tracking code. It is the customer’s responsibility to collect the product within 15 calendar days, as, after this period, it will be returned to our supplier’s stock. Attention: If the product is returned to the supplier for a second time, it will not be eligible for resend or refund.
Attention: If the product is returned to the sender for a second time, it will not be eligible for resend or refund.
