Dear customer, here you will find important information about your rights and obligations as well as limitations and exclusions that may be useful to you. Please read all information carefully.

Request

Orders will only be accepted through the official website www.mferraz.com, by issuing an Order Confirmation, sent via the registration email mentioned by the customer. The customer must check the Order Confirmation and inform MFerraz immediately of any possible errors for investigation.

Offer, Price and Payment Terms

Offers will only be valid when made available in writing on the MFerraz website during the indicated period or, if the period is not mentioned, while we have the merchandise available in stock. The price of the product, terms and conditions of payment are established at the time of contracting. The order will be posted after confirmation of payment in the MFerraz system or under the conditions established in the Order Confirmation itself. MFerraz reserves the right to request prior authorization from credit card companies or to clear bank slips to complete the sale and send the product for delivery, not being responsible for any fraud that may occur.

Delivery

MFerraz does not guarantee delivery in cases of failure caused by: absent customer, incorrect registration data, refusal by the customer or employees of residential and business addresses, change of address, closed business addresses, risk area and natural disasters (force majeure). Delivery will be made within the time and place indicated in the Order Confirmation. The customer will be responsible for the losses and damages caused by the unjustified refusal of delivery, thus considered the one not foreseen in the applicable legislation.

acceptance and return

Any exchange or return request must be communicated to the MFerraz Customer Service for detailed instructions on the return process. Customer Service (SAC Online), by phone or email: atendimento@mferraz.com

Return Conditions

The merchandise must be returned in the same condition in which it was delivered, that is: intact seals from the manufacturer and MFerraz, in the original packaging and with all accessories (cables, manuals, cds, etc.) that accompany the product. It is important to note that the product box must also be in perfect condition, that is, the packaging must not have been damaged or tampered with. It is clarified that the product CANNOT HAVE BEEN USED. The merchandise return protocol and the sender must be easily identified on the postage package.

Shipping costs

All shipping costs are the responsibility of the customer. In the event of a defect, exchange or any repost, MFerraz will send the order by means of PAC - normal order, whose delivery period will depend on the location of the delivery address. If the customer has urgent reshipment, he may request another postage modality, bearing the costs of the additional postage. IMPORTANT: MFerraz does not refund expenses with postage packaging and customer travel. MFerraz reserves the right to refuse to receive products posted outside the warranty period.

Return procedures for legal entities

The company must request a return (purchase withdrawal - 7 days period or product not in accordance with the order).

malfunctions

The Customer must pay attention at the time of delivery, immediately refusing the order whose packaging has been violated or damaged during transport. If it is not possible to refuse, contact must be made within a maximum period of 48 hours. Requests for damage after the deadline are not accepted. The exchange will be effective only after receipt and analysis of the conditions of the returned product. In the event of any discrepancy such as absence of damage, signs of misuse or absence of manual/accessories, MFerraz reserves the right not to exchange the product and resend the product to the customer without prior authorization.

Product not in accordance with the order

If you detect at the time of delivery that the product ordered and the product purchased are different, you must immediately refuse delivery. When accepting the order without observing the description of the product, the deadline to contact our Customer Service will be 48 hours. Requests outside this deadline will not be accepted, as it will be considered accepted by the customer. If there is no discrepancy between the purchased product and the delivered product, evidence of misuse or absence of manual/accessories, MFerraz reserves the right not to exchange and resend the product to the customer without prior authorization.

Repentance

In cases of regret, the Customer may request the return of the product and obtain the consequent refund of the amount paid or the insertion of credits for a new purchase provided that the products are returned in their original packaging, with all seals intact, not and must show any evidence of manipulation or use. This request must be made within 07 (seven) calendar days after the date of receipt of the purchase, according to article 49 of the CDC, through the Customer Service (SAC Online), by phone or through atendimento@mferraz. The product must always be returned accompanied and filled in the “Term of Return of Goods” sent by MFerraz. The absence of these documents will prevent the rapid identification of your request, causing delays in the exchange process or in the refund of the amount paid. When exercising the right of repentance, after analyzing the product in our Distribution Center, the reimbursement of amounts can be made in two ways, depending on the form of payment made at the time of purchase.

1) In purchases paid by credit card, the respective chargeback will be immediately requested from the administrator of your card, but as it is a procedure entirely under the responsibility of the card administrator, the chargeback may occur in up to 2 (two) subsequent invoices.

two) In purchases paid by bank slip, the refund will always be credited to the current account held by the customer who paid the slip. If the MFerraz Exchange and Return Policy is not respected, and the applicable legislation, the costs of returning the product will be borne by the customer.

NOTE : The exchange or return of products that are unable to be marketed again, for example: games, damaged external packaging, missing items, etc., cannot be exercised.

Guarantee

Warranty against manufacturing defect is reserved for all products purchased from the company during the coverage period, unless the products have technical assistance from the manufacturer (item 5.1). MFerraz is not responsible for damages caused by third parties, by issues or elements beyond the reach, control or interference of the parties; suitability of the product purchased by the customer for a particular purpose, purpose or use chosen by the customer. Every product sent due to a defect will previously undergo a technical analysis for the proper verification of the defect, for a period of 30 days, as provided for by article 18 of the CDC. If it is found by the technical assistance report that there is no defect in the product, or even if the defect has been caused by misuse by the Customer, MFerraz will resend the same product to the customer's address, exempting itself from the obligation of exchange and freight charges generated by this reshipment.

ATTENTION : it is the customer's sole responsibility to perform backup copies of any programs or data that it deems necessary for the reinstallation of software and files from the hard disk or other media, if applicable.

The Warranty does not cover

Products not purchased on the MFerraz website; Defect due to improper handling, poor installation; Installation costs; Product repair costs fixed by technical assistance;. Recovery of programs, applications, operating systems, or any other software, since the responsibility for backing up is the customer's; Defects caused by failures or errors during or after firmware updates; Malfunction cases due to failure in the configuration of software or drivers;. Repair or replacement of parts due to natural wear or periodic exchange during the life of the product; eg: power adapters, electrical cables, laser heads of CD players, accessories, protective glass, internal fuses, internal or external batteries, tapes, cartridges, etc.; Improper use, recklessness or negligence; Loss or damage caused by force majeure or fortuitous event; Battery chargers, remote controls, as well as any types of external transformers or voltage stabilizers and other accessories external to the product; Return of products due to incompatibility between physical components (hardware), operating systems or other software, since the choice of the appropriate product is the sole responsibility of the customer. Bearing in mind that the technical information reflects the specifications provided by the manufacturers and serves only to assist the customer in the purchase decision.

Loss of Warranty

MFerraz covers manufacturing defects within the stipulated period, with total loss of warranty in the following cases: Removal or violation of warranty seals or identification of MFerraz and/or manufacturer; Violation, modification, replacement of components, adjustments, repair by unauthorized personnel; Services requested and/or performed directly by the CLIENT without the prior consent of MFerraz and/or Manufacturer; Incorrect handling, in disagreement with the manual or evidence of carelessness. Use of non-original or non-recommended accessories, components or systems not approved by the manufacturer. Improper transport adopted by the customer who exposes the product to vibrations, humidity, falls, heat or excess weight on the part or packaging. Physical damage (dents, scratches, handwriting, mischaracterization, burned out components from electrical discharge or excess voltage, damage from excessive exposure to heat, fire, moisture, burnt, cracked, chipped processors and motherboards, processors and motherboards with pins and sockets crooked, etc.). Virus damage. Any other defect that is not classified as a manufacturing defect.

Manufacturer's Technical Assistance

In cases where MFerraz indicates the authorized technical assistance for repair/repair, the customer must call it, thus ensuring a quick and effective service, since this company does not hold repair authorization for certain products. The merchandise must be sent to the authorized assistance, in the original packaging, with all accessories (cables, manuals, cds and etc.) that accompany the product.

defective products

The exchange/return procedure follows the provisions of the Consumer Protection Code.

The customer may communicate his request for an exchange or return directly to the Customer Service, within a period of up to 7 (seven) calendar days, counting from the date of receipt of the product. After this period, any communication must be directed directly to the manufacturer or to the Technical Assistance, which will provide the necessary service.

The defective product must be sent in its original packaging, accompanied by the instruction manuals, accessories and, obligatorily, accompanied by Inovice. If you do not have this document, it will not be possible to accept the exchange request.

All returned defective products undergo a technical evaluation. In cases where misuse of the device or item is detected, or the aforementioned defect is not found, with due technical reports, or in case of complaints made after the established deadline, the product will be returned to the customer without prior notice and without possible repair. .

If the defective product found through the technical report is not repaired within 30 (thirty) calendar days, or after 3 (three) technical interventions, proven by the report, for the same defect, it will be at the customer's discretion to choose from the following alternatives :

Replacement of the product for another one of the same or, in the absence of the same product in stock, for a similar or superior product or an exchange voucher for use on the website;
Refund of amounts paid by the customer;
Proportional price reduction.