Service Terms

Terms and Conditions of sales promotion on the Pet Magia portal (www.petmagia.com.br) and, on the other hand, the customer purchasing products promoted by the website www.petmagia.com.br , qualified at the time of purchasing the products on the product promotion website www.petmagia.com.br , hereinafter simply called Customer. 

 Considering that the Pet Magia portal  (www.petmagia.com.br)  promotes sales of products and services over the internet; considering the Customer’s interest in purchasing products promoted through the  Pet Magia portal (www.petmagia.com.br)  in its sales channels; The purpose of this contract is to establish the general conditions for the use and purchase of customer products and services through the  Pet Magia portal  (www.petmagia.com.br) .

I. Customer Service (SAC): The customer uses this service to resolve their doubts, resolve any requests or complaints regarding their order or any content available on the website. The SAC can be activated via telephone or a form on the website.

II. Confidentiality: it is the responsibility of Loja Pet Magia (www.petmagia.com.br)  to preserve the confidentiality of all data and information provided by the Customer in the purchase process. The site’s security is periodically audited to prevent hacking. 

III. Delivery policy: the deadline for delivery of Products is informed during the purchase procedure, calculated in business days. Product deliveries are made from Monday to Friday, from 8am to 6pm. Exceptionally, some deliveries of Products may occur on Saturdays, Sundays and holidays.

III.I – Checking the adequacy of the product’s dimensions is the responsibility of the Customer, who must ensure that these are in accordance with the spatial limits of the elevators, doors and corridors at the delivery location. The product will not be assembled or disassembled, transported via stairs and/or doors and windows.

III.II – Up to three delivery attempts will be made to the specified location, on alternate days, with an interval of up to 48 hours between one delivery and another. It is essential that, at the requested address, there is a person authorized by the buyer, over 18 years old, and carrying an identification document to receive the merchandise and sign the delivery protocol. If there are three unsuccessful delivery attempts, the order will be returned to our suppliers.

III.III – After completing the order, it is not possible to change the payment method and/or delivery address, request an advance or even delivery priority.

III.IV – The delivery time informed during the Product purchase procedure takes into account stock, region and product preparation time. With each update on the order’s delivery status, Loja Pet Magia (www.petmagia.com.br)  will automatically send alert emails to the Customer.

III.V – The delivery shipping cost is calculated based on the delivery location, weight and dimensions of the Product.

III.VI – Loja Pet Magia (www.petmagia.com.br)  does not authorize the carrier to: enter the home; deliver by alternative means (example: lifting product through window); carry out installation or maintenance of products; open the product packaging; deliver to an address different from that stated in the order; deliver to minors or those without identification documents.

III.VII – Loja Pet Magia (www.petmagia.com.br)  is not responsible for the retention of goods when this occurs exclusively due to pending issues with the customer, and therefore it is necessary for you to appear at the tax office for the goods to be released , considering that in these cases information regarding releases and payments is only passed on to interested parties. 

IV. Right to regret: the Customer will be entitled to exercise the right to regret the purchase, with the purpose of returning the Product, in which case the following conditions must be observed: the period for withdrawing from the purchase of the product is up to 7 (seven) days. calendar days, counting from the date of receipt; In case of return, the product must be returned to Loja Pet Magia (www.petmagia.com.br)  in the original packaging, accompanied by the manual and all its accessories.

IV.I – The Customer must request the return through the Customer Service (SAC) channels. The expenses arising from collecting or posting the Product will be the responsibility of Loja Pet Magia (www.petmagia.com.br) .

IV.II – After the product arrives at the Distribution Center, Loja Pet Magia (www.petmagia.com.br)  will check whether the aforementioned conditions have been met. If so, it will provide a refund of the full purchase price.

IV.III – In cases of purchases with a credit card, the card administrator will be notified and the refund will occur on the next or subsequent invoice, all at once, regardless of the number of installments used in the purchase. The reimbursement period and also the collection of the remaining installments after the full refund of the value of the Product on the Customer’s credit card carried out by  Loja Pet Magia (www.petmagia.com.br) is the responsibility of the card administrator. In the event of future installments being charged by the card administrator, the Customer will not be burdened, as Loja Pet Magia (www.petmagia.com.br) , as mentioned above, refunds the full value of the Product in a single payment , with the credit for the refund being granted in full by the card administrator on the billing invoice subsequent to the month of cancellation.

IV.IV – For purchases paid by bank slip or debit account, the refund will be made, within 10 (ten) business days, directly to the customer’s account in the payment gateway used at the time of purchase.