Shopping and consumer rights
6 steps
Refunds for online purchases are a consumer right guaranteed by laws such as Brazil's Consumer Protection Code (CDC). Understanding the process is essential to avoid inconvenience and ensure the amount paid is returned. Below, we explain how to request and track a refund and how to avoid common mistakes in the process.
When to request a refund
The right of withdrawal is one of the main reasons for requesting a refund. According to the CDC, the consumer has 7 calendar days to cancel the purchase, regardless of the type of product or service. This period starts from the signing of the contract or receipt of the product/service.
How to request and track the process
1. Find the order number and documents 2. Choose the reason for the return 3. Attach documents and evidence 4. Record the return shipment 5. Track the process 6. Confirm the return of the amount
Tips to avoid common mistakes
Avoid unofficial channels, keep all records, do not return damaged products, and regularly check the refund status.
Step-by-step guide to requesting a refund
By following these steps, you help ensure speed and security in the refund process
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1
Find the order number and documents
Access your store account, find the order, and write down the number. Gather all necessary documents, such as the invoice and proof of payment.
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2
Choose the reason for the return
On the store's website or app, select the 'Request refund' or 'Return product' option. Choose the reason for cancellation and describe the problem in detail.
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3
Attach documents and evidence
Send photos of the defective product, screenshots of the original listing, and proof of payment. If there were conversations with customer service, attach the messages or emails.
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4
Record the return shipment
Use a trackable shipping method to send the product. Keep the shipping receipt and tracking code.
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5
Track the process
Access the store's orders area to check the refund status. Use official channels to request updates and estimated timeframes.
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6
Confirm the return of the amount
Monitor your credit card statement, bank account, or payment slip statement to confirm the refund.
Refund timeframes by payment method
| Payment method | Estimated timeframe | Note |
|---|---|---|
| Credit card | Up to 15 business days | May take up to 60 days in some cases |
Important Tips
Keep all records until the process is complete
Avoid returning damaged products
Do not accept unilateral solutions from the store
Check the refund status every 2–3 days
Frequently asked questions
Quick answers to common questions.
What are the deadlines for requesting a refund?
The consumer has 7 calendar days to cancel the purchase, regardless of the type of product or service. This period starts from the signing of the contract or receipt of the product/service.
What should I do if the store denies the refund?
The consumer can contact Procon, reach out to a consumer protection agency, or file a lawsuit in cases of noncompliance with the law.
What documents are needed for the refund?
You need to keep the order number, proof of payment, invoice, photos of the product, conversations with customer service, and proof of shipment.
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