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Last Updated: 17.10.2024
At Customice, we are committed to your satisfaction. If you are not happy with your purchase, we’re here to assist you. Please review our Refund and Returns Policy based on Brazilian law, including the Consumer Protection Code (Código de Defesa do Consumidor – CDC).
1. Right of Withdrawal (Direito de Arrependimento)
You have the right to withdraw from your purchase within 7 calendar days from the date you receive your product. You can request a return and full refund during this period for non-customized products only. Custom or personalized products are non-refundable, unless they are defective or damaged.
2. Return Process
To request a return, please contact us at contacto@customice.com.br within the 7-day period with your order number and details. We will provide you with return instructions and a return shipping label.
- Return shipping costs are covered by Customice if the return is made within the 7-day withdrawal period for non-customized products.
3. Refunds for Customized Products
Customized or personalized products, such as gaming mice with custom artwork, are non-refundable, except in cases where the product is defective or damaged.
Because these products are made specifically for the customer, they cannot be returned or resold, and we are unable to offer refunds or exchanges for change of mind or dissatisfaction with the design after the product has been used.
If the product is defective, we will first attempt to repair or replace it. If the issue cannot be resolved after repair or replacement, a refund or store credit may be offered.
Please note that shipping costs are non-refundable, except in cases of defective or damaged products.
4. Defective or Damaged Products
If the product arrives defective or damaged, you have 30 days from the receipt of the product to request a repair, exchange, or refund. Please contact us immediately at contacto@customice.com.br with photos of the damage or defects, and we will work with you to resolve the issue.
5. Exchanges
We will replace defective or damaged items. If you need to exchange your product, please contact us at contacto@customice.com.br, and we will assist you.
6. Non-Returnable Items
The following items cannot be returned:
- Custom or personalized products (unless defective or damaged)
- Items not in their original condition, damaged, or missing parts due to the customer’s fault
- Items returned after the 7-day withdrawal period for non-customized products
7. Sale Items
Only regular priced items may be refunded. Sale items are non-refundable, unless defective or damaged.
Contact Us
If you have any questions about our Refund and Returns Policy, please contact us at:
Customice
Email: contacto@customice.com.br
Phone: 19 99327-7964
Address: Av. Brasília, 1154,
Centro Medianeira
– PR – 85884000
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