RIGHT OF WITHDRAWAL / CANCELLATION OF PURCHASE – CANCEL ORDER AND REFUND OF PAID AMOUNT

The consumer may cancel the purchase within 7 (seven) calendar days after receiving the product and request a refund of the paid amount.

If the order has reached the "Billing" status, all processing and logistics costs have already been incurred. From this point, cancellation of the order is only possible after delivery.

To exercise the right of withdrawal, the consumer must follow the procedure below:

a) Inform customer service (info@sarttore.com) within 7 (seven) calendar days after receiving the product about the withdrawal. Products cannot be returned without prior communication with customer service;

b) Handle the product carefully. The product must be returned in its original packaging, without signs of use and/or damage of any kind, without altering the original seal, user manual, warranty conditions, accessories, and any other free items and components that came with the product;

c) Follow the other shipping conditions (postal shipping, delivery to the carrier) and return deadlines, which may vary depending on the situation and will be correctly communicated by customer service when canceling the order.

If any of the above conditions are not met by the consumer, the provider is not obliged to respond to the withdrawal.

All products will be inspected by the provider's technical team within 10 (ten) working days of receipt.

If any of the above conditions are not met, the withdrawal will be rejected, and the product will be returned to the consumer without further notice.

If all the above conditions are met by the consumer, the provider will refund the paid amount for the returned product, including shipping costs, using the payment method chosen by the consumer during the order, according to the REFUND CONDITIONS in this section.

PRODUCTS WITH MANUFACTURING DEFECTS

If the consumer believes they have received a new product with a manufacturing defect, they must contact customer service within 7 (seven) calendar days after receiving the product to inquire about repairs, product exchanges, or a refund of the paid amount.

In this case, the consumer must follow the procedure below:

a) Inform customer service (info@sarttore.com) within 7 (seven) calendar days after receiving the product about the assessment of the defect and their request. Products cannot be returned without prior communication with customer service;

b) Handle the product carefully. The product must be returned in its original packaging, without signs of use and/or damage unrelated to the alleged manufacturing defect, without altering the original seal, with the invoice, user manual, warranty conditions, accessories, and other free items and components that came with the delivery;

c) Follow the other shipping conditions (postal shipping, delivery to the carrier) and return deadlines, which may vary depending on the situation and will be correctly provided by customer service when requesting the return.

All products will be inspected by the provider's technical team within 10 (ten) working days of receipt.

If any of the above conditions are not met, the provider is not obligated to respond to requests for product exchanges or refunds, and the general warranty conditions of the product will apply. Please note that the provider is not required to perform warranty repairs if signs of misuse of the product are found.

If all the above conditions are met by the consumer, the provider will respond to the consumer's request as follows:

  • a) Repair: Will be carried out according to the product's warranty conditions;

  • b) Replacement: The product will be replaced by an identical product, depending on availability in stock with the provider. The new product will be shipped to the consumer within 10 (ten) working days after the analysis of the defective product. If the product is out of stock, the replacement order will automatically be converted into a refund;

  • c) Refund: The provider will refund the paid amount for the returned product, including shipping costs, using the payment method chosen by the consumer during the order, according to the REFUND CONDITIONS in this section.

These conditions only apply in cases where the consumer reports an alleged product defect within 7 (seven) calendar days after receiving the product. For later communications, the general warranty conditions of the product will apply.

REFUND CONDITIONS

If the consumer meets all the above conditions required for a refund, the provider will refund the paid amount for the returned product, including shipping costs, using the payment method chosen by the consumer during the order:

  • PURCHASE THROUGH BANK TRANSFER: The amount will be transferred to an existing bank account of the consumer within 30 (thirty) working days after the product evaluation period ends by the provider's technical team.

  • PURCHASE THROUGH CREDIT CARD: The provider will transmit the refund decision to the credit card issuer used by the consumer within 30 (thirty) working days after the product evaluation period ends by the provider's technical team. The card issuer will refund the amount based on the consumer's card billing date over one or two upcoming billing cycles.
    Important: The refund period depends on the billing date of the card and the responsibility lies with the card issuer.

  • PURCHASE THROUGH PIX: The amount will be transferred to an existing bank account of the consumer within 30 (thirty) working days after the product evaluation period ends by the provider's technical team.

REFUSAL OF PRODUCTS

All products are shipped correctly packaged, both in specific packaging and transport packaging (depending on the product type). If any of the following scenarios occur, the consumer must refuse the delivery:

  • a) Opened or damaged specific packaging and/or transport packaging;

  • b) The product does not match the order;

  • c) Missing accessories.

If the delivery of the product is refused, the consumer must:

  • Indicate the reason for refusal on the back of the attached invoice (DANFE) and return it to the carrier;

  • Reject all items in the transport packaging — partial rejection of the order is not possible;

  • Contact customer service as soon as possible to report the incident and receive further instructions.

If the consumer accepts the delivery but later finds one of the above issues, they are asked to document the situation with videos/photos and contact customer service within 48 (forty-eight) hours.

If you need assistance, please email us at info@sarttore.com.

Thank you, and we hope to be of assistance!

Best regards,
The Sarttore Team

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Você disse:
Adapte ao mercado ingles, nao tem danfe, pix, etc
O ChatGPT disse:

Perfeito! Abaixo está a versão adaptada para o mercado inglês (UK/EU), removendo termos e referências brasileiras como DANFE, Pix, e aplicando uma linguagem e estrutura mais compatíveis com o e-commerce europeu:

RIGHT OF WITHDRAWAL / CANCELLATION OF PURCHASE – CANCEL ORDER AND REFUND OF PAID AMOUNT

Customers have the right to cancel their purchase within 7 (seven) calendar days from the date of receiving the product and request a full refund of the amount paid.

If the order has reached the “Processing” or “Dispatched” status, it is no longer possible to cancel the order before delivery. In such cases, the return can only be processed after the product has been delivered.

To exercise your right of withdrawal, please follow these steps:

a) Notify our customer service team at info@sarttore.com within 7 days of receiving the product. Returns without prior communication will not be accepted.

b) Ensure the product is unused and returned in its original packaging, with all tags, manuals, accessories, and any free gifts included. Products must be in resellable condition and free of any damage or signs of use.

c) Follow the shipping instructions provided by our customer service team. Return procedures (including courier/postal service options) and deadlines may vary depending on your location and the product type.

Returned items that do not meet these requirements may not be eligible for a refund.

All returned products will be inspected by our team within 10 (ten) working days of arrival at our returns centre.

If the return is approved, Sarttore will process a full refund of the product price and any original delivery charges, according to the Refund Conditions below.

PRODUCTS WITH MANUFACTURING DEFECTS

If you believe you received a product with a manufacturing defect, please contact info@sarttore.com within 7 (seven) calendar days of receiving the item.

To proceed, follow the instructions below:

a) Contact our customer service and describe the issue. Do not send products back before receiving a return authorisation.

b) Return the product in its original packaging, along with all accessories, manuals, and order documentation. Products showing signs of misuse or damage unrelated to the defect will not be accepted.

c) Our team will inspect the product within 10 (ten) working days of receipt.

Based on the evaluation, Sarttore may offer one of the following solutions:

  • Repair: Where applicable, repairs will be arranged in accordance with product warranty conditions.

  • Replacement: A new, identical product will be sent, depending on stock availability. If the item is out of stock, a full refund will be processed.

  • Refund: The full amount paid, including original shipping fees, will be refunded using the same payment method as the original order.

Please note: Complaints submitted more than 7 days after delivery will be handled under the standard product warranty terms.

REFUND CONDITIONS

If your return request is approved, Sarttore will issue your refund as follows:

  • Credit/Debit Card Purchases: Refunds will be credited to the original card within 5–10 business days after inspection. Processing time may vary depending on your card issuer and billing cycle.

  • PayPal Payments: Refunds will be issued directly to your PayPal account within 3–5 business days after product evaluation.

  • Bank Transfers: If applicable, refunds will be sent via bank transfer within 10 business days after product evaluation. You will need to provide your bank details to our customer support team.

Please note: Refunds will only be issued to the original payment method used at checkout. The processing time may vary depending on your payment provider.

REFUSAL OF DELIVERY

Please inspect the packaging upon delivery. You may refuse the package if:

  • The parcel is visibly damaged or tampered with;

  • The item received is incorrect;

  • Any accessories or components are missing.

In such cases:

  • Inform the delivery driver of the issue and refuse the entire delivery;

  • Contact us immediately at info@sarttore.com, ideally including photos or videos as evidence.

If the issue is discovered after accepting the package, please notify us within 48 hours of delivery with full details and visual proof.

If you have any further questions or require assistance, feel free to contact our support team at info@sarttore.com.

Thank you for shopping with Sarttore. We’re here to help!

Sincerely,
The Sarttore Team