The deadline for delivery of the order will be considered once payment is approved by the financial institution and by our store, after validation of the registration data.
The shipping and delivery service is carried out by Correios following the deadline according to the recipient's zip code.
*Some regions have home delivery restrictions. If your region is one of these, your order will be awaiting collection at an agency to be defined by Correios. Delivery tracking can be done using the tracking available on our website, accessing the “My Account” option.
Exchanges and returns must ALWAYS be communicated and authorized by the SERPUI Customer Service Center, by email or by telephone (11) 3873-3095 | (11) 3803-8622 from Monday to Friday from 9:00 am to 6:00 pm (except holidays).
According to the Consumer Protection Code, when making online purchases, the customer has up to 7 (seven) calendar days after receiving the order to register the withdrawal or exchange of the purchase, regardless of the reason.
For the exchange procedure, the customer must send the merchandise to the address of origin and observe the following conditions:
  • The product must not show signs of use.
  • The merchandise must be sent in the original packaging, accompanied by an invoice, labels, tags duly attached to the product and all its accessories.
  • SERPUI will only send the exchange or return protocol to the customer, after authorization from the SERPUI Customer Service Center. The customer can only send the merchandise after receiving it.
  • SERPUI will not pay shipping for exchanges and returns, except in the case of incorrect product shipment or manufacturing defect, respecting the deadlines established in this exchange policy and the rules of the Consumer Protection Code.
  • The customer will send the product to SERPUI (A/C: ECOMMERCE – ALAMEDA JAU, 1844 – CEP: 01420-002 – JARDIM PAULISTA – SÃO PAULO – SP), informing the method of returning the merchandise to the SERPUI Customer Service Center.
  • After shipping authorization by the SERPUI Customer Service Center and receipt of the product, the customer has 15 calendar days to send the product, regardless of the reason for the exchange or return.
Note : The exchange or refund of values ​​will only be processed after receipt and analysis of the condition of the products at our Distribution Center. The product must not show any signs of use.
Favorable analysis of product exchange/return:
  • The customer will receive at the origin address, at no additional cost, the replacement of the product with another model as agreed with the SERPUI Customer Service Center.
  • If there is a price difference between the chosen product and the claimed product, payment of the difference must be made.
  • The replacement of the new product may occur within a period of up to 30 (thirty) days from the date of receipt of the product at the SERPUI Distribution Center.
Analysis against the exchange/return of the product:
The product will be returned without the right to replacement. Disapproval factors:
  • No defects identified by the customer.
  • Signs of inappropriate use.
  • Signs of accidental damage.
  • Natural wear and tear due to use.
  • Inadequate washing or maintenance of the product.
  • Credit card: Refunds may occur in up to 2 subsequent invoices.
  • Bank Slip: Credit to current account within 10 business days.
  • There will be no refund of shipping costs.
The products sold on our website have a 90 (ninety) day legal guarantee in case of natural manufacturing flaws.
If the product purchased on our website is defective after 7 (seven) calendar days, counting from the date of receipt and within the warranty period, the customer may contact the SERPUI Customer Service Center to report the incident and obtain clarification.
If it is not possible to repair the product within 30 (thirty) days, the customer may:
  • Choose another product according to stock available on our website. The choice of a new product must be limited to the value of the original merchandise. If there is a difference, payment of this additional fee must be made according to the options available on the website.
  • Request a refund of the product value.
After the legal warranty period, if repair of the product is possible, the customer will receive a quote and a delivery date for approval.