1 – General Conditions
1.1. To request a refund, return, or exchange of the product, please contact us via email at: contatocollateralfx@gmail.com with the subject: “Product Return, Refund, or Exchange”.
1.2. Upon receiving your order, check if all products are delivered in their original, sealed packaging. If you notice any irregularity at the time of delivery, such as damaged packaging or product, refuse the order. In case of any irregularity upon receipt, such as damaged packaging and product, or delivery of a product different from the order, request an exchange within 24 hours of receipt.
1.3. In cases of regret or dissatisfaction with any product purchased on the site, the customer must make a return request within 7 (seven) calendar days from the date of receipt of the product. After this date, we will be unable to accept the request. The costs for returning the product in case of regret are the customer’s responsibility.
1.4. The product must be in perfect condition for use and in its original sealed packaging, except for products with manufacturing defects.
1.5. After the product arrives at our warehouse, if it meets the specifications of our policy, a new product will be sent within 30 (thirty) calendar days.
1.6. Exchanges depend on availability in our stock and our suppliers’ stock.
2 – Purchase on the Website and Return via Post Office or Carrier
2.1. After requesting a product exchange or return, we will contact you with the next steps to proceed with the product return.
2.2. The buyer must take the product to a Post Office or carrier agency for return.
2.3. In case of manufacturing defects, the shipping costs will be borne by Collateral FX.
2.4. In case of exchange or return due to regret, the shipping costs will be the buyer’s responsibility, including the new shipping for sending a new product in case of an exchange.
3 – Refund
3.1. If you opted for the refund of the paid amount(s) instead of an exchange, you will receive an email within 30 (thirty) calendar days to request the refund.
3.2. If you opted for the refund of the paid amount(s), the refund will be made in the same payment method used for the purchase. In case of payment by bank slip or debit, the account number will be requested for the deposit. For purchases made by credit card, the refund will occur according to the card issuer’s policies, starting from the date of the refund request to the issuer, with the refund being the responsibility of the respective issuer.
3.3. All exchange or return requests must be sent via email within the established deadlines, and requests outside the stipulated deadlines will not be accepted.
4 – Defective Product
The exchange/return procedure follows the provisions of the Consumer Protection Code.
4.1. In cases of defect, the customer must communicate their exchange or return request within 30 (thirty) calendar days from the date of receipt of the product.
4.2. The defective product must be sent in its original packaging.
If you have any questions, please contact us via email: contatocollateralfx@gmail.com