Deliveries and Returns

Our exchange policy is based on the Consumer Protection Code, ensuring that IMPÉRIO MANGUEIRAS respects its customers.
 

1. How do I request an exchange?

All occurrences involving exchanges or returns must be made within 7 (seven) days from the delivery date and must be requested through our customer service. Please follow these rules: 
 

• Before requesting an exchange, the customer should be aware that all images, videos, and accessories associated with the announced products are merely illustrative and may change based on batches provided by manufacturers.
   

• The customer must inform all items involved in the exchange request.

• The product must be returned in its original packaging.

• The product must show no signs of use.

• The product must have all tags/seals/intact wrappings.

• The product must be sent with the Invoice, manuals, and accessories.

• The product should not be returned without prior communication with IMPÉRIO MANGUEIRAS.
   

• If the purchase was made through CNPJ/MF, the company/customer must issue a Return Invoice according to current legislation (for questions, contact your trusted accountant).
   

• If the product was assembled, it must be disassembled by the customer with the aid of the manual. If deemed necessary, the customer should hire a disassembly service directly with a trusted company and cover the related costs.
   

• In cases where the packaging was damaged upon opening or if the original packaging is discarded, the customer must arrange for the production of a new one, bearing the associated costs.

Customers should note that if these rules are not followed, items for exchange may not be accepted by the carrier or will be returned to the customer after technical analysis at our Distribution Center.

To formalize your exchange request, contact our Customer Service Center at (31) 3417-3802 or via email at imperiomangueiras@yahoo.com.br.

If necessary, IMPÉRIO MANGUEIRAS may request photos and/or videos of the disputed product for better handling of the request. In this case, the requesting customer will have 48 (forty-eight) hours to send the evidence in order for IMPÉRIO MANGUEIRAS to proceed with the exchange request. After this period, if no photos and/or videos are sent, the process will be closed.

I requested an exchange; what next?
For postage: The customer will receive an email containing all collection information.
 

• The customer must go to a Post Office or its franchise, taking the Authorization Code from the email received at the time of purchase, and the product for posting.

• The product must be returned unused, in its original packaging, and accompanied by the tags, manuals, accessories, and Invoice provided.

• According to postal rules, the Invoice must be included with the package being sent and attached externally to the packaging. If the Invoice is inside the packaging, the customer must fill out a Content Declaration available at Post Offices.

https://www.correios.com.br/enviar/encomendas/arquivo/nacional/formulario-declaracao-de-conteudo-a5/view
 

Once received at our Distribution Center, a technical quality analysis will be conducted, which can take up to 5 (five) business days. After approval, the item will be sent to the same delivery address as the original order with the delivery timeframe relevant to your ZIP Code.

For the Carrier:
The product must be returned unused, in its original packaging, and accompanied by the tags, manuals, accessories, and Invoice provided.

 

• A transport checklist will be required, and if necessary, the customer must send photos of the product for collection.

   

• The carrier is not authorized to collect products not in their original packaging

• For large items, they must be returned in crates, complying with the original delivery standard.

Important!
If the product meets the return requirements, we will proceed with sending a new product or refunding the amount paid using the same payment method used for your order. The returned product will undergo a thorough technical analysis in our quality department at the Distribution Center, and only after notifying that no misuse complaints were found will the exchange be processed.

Please note that IMPÉRIO MANGUEIRAS will not process any exchanges or cancellations for products returned without prior customer service requests.

3. When to refuse the product?

• Open or damaged packaging; if any of the following situations occur, refuse receipt and provide the reason for refusal on the back of the Invoice.
   

• Damaged product;

• Product not matching the order;

• Missing items or accessories;

• Product with signs of use.