Exchanges and Returns
EXCHANGES AND RETURNS
The Product Exchange and Return Policy below constitutes an integral part of the Terms and Conditions of Use.
1. Identification
This website is owned, maintained, and operated by Ultra Sports Comercio Digital LTDA , with address at Rua Santana de Ipanema, 597 – Sala 10, Cumbica, in Guarulhos – SP, registered with the CNPJ/MF under number 26.760.956/0001-85 , with State Registration number 132.838.701.111 .
2. Contact – Customer Service/SAC
Should the User require any information, clarification, or assistance regarding this Product Exchange and Return Policy, Ultra Sports Comercio Digital LTDA provides Customer Service to receive all communications the User may wish to make. Customer Service operates through the communication channels listed below:
(a) by telephone (11) 2085-4622, from Monday to Friday from 8:00 am to 5:00 pm;
(b) by electronic correspondence addressed to the e-mails sac@deuter.com.br ;
(c) by physical correspondence addressed to Rua Santana de Ipanema, 597 – Room 10, CEP: 07220-010, Cumbica, in Guarulhos – SP;
(d) by filling out a form on the website “ www.deuter.com.br” .
Whenever the User contacts any of the customer service mechanisms, they must provide their telephone number and email address so that assistance can be initiated. In all cases, the User will receive, within 5 (five) days, through the same communication channel, confirmation of receipt of their request, which will be processed and responded to as soon as possible. Furthermore, the User must be aware of the other policies of this website.
3. Modalities
In compliance with consumer protection and defense legislation, Ultra Sports Comercio Digital LTDA offers 2 (two) methods of exchanging or returning products:
(i) due to consumer regret; and
(ii) due to product defect (manufacturing defect).
All information about returns and purchase cancellations contained on this page is exclusive to purchases made through the online store. To return purchases made through physical stores that resell Ultra Sports Comercio Digital LTDA products, the Customer must contact the store where the purchase was made for information on their return policies.
4. Return due to Customer's regret (within the legal period)
If the Customer regrets a purchase made on the Website, they may inform Ultra Sports Comercio Digital LTDA through Customer Service (SAC) and request the return of the product and cancellation of the purchase. The Customer will have 7 (seven) calendar days from the date of receipt of the Product to notify their regret. If this period ends on a Saturday, Sunday, or holiday, the Customer may exercise their right to regret the purchase until the first subsequent business day.
The exercise of the right of withdrawal will be processed as follows:
4.1. Contacting Customer Service: The Customer must contact Customer Service, providing the invoice number, full name of the product and personal details.
4.2. Sending the product to the company: The Customer must return the product by post with the postage code requested from Customer Service. Exceptionally, the company may collect the product by appointment.
4.3. Product conditions: The product must be in its original packaging, with all accessories and no signs of use.
4.4. Denial of regret: If the customer does not meet the criteria, they will be informed and may withdraw the product or pay for new shipping.
4.5. Refund of amounts paid: If approved, a full refund (product + shipping) will be made. In the case of a refund to the card, the timeframe is the responsibility of the card administrator.
5. Return or Exchange due to product defect (within seven days)
If the product is defective, the Customer may request a return or exchange within 7 (seven) days of receipt. The process follows these steps:
5.1. Contacting Customer Service: Provide the invoice, product, defect and personal details.
5.2. Product Shipping: Via Post Office with code provided by Customer Service or scheduled collection, if applicable.
5.3. Product conditions:
(i) Original packaging with all items;
(ii) Defect must correspond to the description;
(iii) Product without signs of misuse.
5.4. Refusal to exchange or return: If the conditions are not met, the Customer will be notified to collect the product or pay new shipping costs.
5.5. Acceptance: If approved, the Customer may choose to:
(i) Identical product at no additional cost;
(ii) Shopping voucher for the full value;
(iii) Credit for new purchase;
(iv) Exchange for another item with value adjustment;
(v) Refund as per item 4.5.
6. Return or Exchange due to product defect (after more than seven days)
After the 7 (seven) day period, the 90 (ninety) day legal warranty applies, unless otherwise stated in the product description. The Customer must contact Ultra Sports Comercio Digital LTDA within this period to request analysis or assistance.
