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Check out our exchange and return policy
This page was prepared in accordance with the current Brazilian Consumer Protection Code (Law 8.078/90) and its content aims to define the general conditions applicable in relation to the policy of exchange and return of products available exclusively on the Matisse store website. 
All content of the website is the exclusive property of Matisse Casa company registered with CNPJ/MF under no. 06.540.227/0001-06, headquartered at Rua Bernardino de Campos, 728, Araçatuba, São Paulo/SP, simply called Matisse

Site: Matisse's exclusive website, located at: www.matissestore.com, for presentation and marketing of its Products.

Consumer: It is any individual or company that purchases Products offered by Matisse, made available on the Site.

Products: These are the parts offered on the Site for immediate purchase by the Consumer User.

Tips to avoid the exchange or return of the product: Matisse guarantees that its product will be exchanged or returned if any of the hypotheses provided for in this document occur, applying the necessary Requirements. However, in order for the Consumer to minimize the risks of a mistaken purchase on the Site, it is recommended that the items transcribed below be observed before the completion of the purchase: thorough verification of the exact description of the intended product, including size, colors, models, among other characteristics, not based only on the images presented, which have an illustrative character only; verification of the voltage of the product, if electronic device, focusing on the voltage practiced where the product will be used; verification of the technical description of the intended product, including power, labeling, capacity, functionality, among other characteristics. Upon receipt of the product: verification of the conditions of the product packaging, which must be in perfect condition and without signs of violation; verification of the product itself received, with special attention to any damages and malfunctions, including transportation; verify that the product corresponds to the order placed and that it has all the parts and items contained in the purchase.

In the event of verification of the occurrence of any of the hypotheses transcribed above, it is important that the receipt of the product is refused immediately and that the Consumer contacts Matisse for information on what happened within 72 (seventy-two) hours.


1. Causes subject to exchange or return of the product.

Complementing the checks to be carried out and, in the event of the cases mentioned above, the product may be exchanged or returned in the following cases, in accordance with Brazilian legislation:

1.1. For the withdrawal of the purchase (Art. 49, Law 8.078/90).

In accordance with Brazilian law, the Consumer may regret the purchase made through this Site, for any reason and request the return of the product within 7 (seven) days from the receipt of the products.

1.2. In case the Product is in disagreement with the order or missing items. (Article 35, Law 8.078/90).

If the product received is in disagreement with the Invoice or missing items, the Consumer may, within a period of up to 10 (ten) days, choose to: exchange the Product for another identical to that described in the Invoice; exchange for another Product available on the Site; request reimbursement of the amount actually paid in favor of Matisse and contained in the Invoice; 

1.3. In case the Product is technically defective. (Article 18, Law 8.078/90).

If the Consumer finds any defect or malfunction of the product, it will have a period of 90 (ninety) days from the receipt of the product to inform Matisse about it and, thus, appropriate measures will be taken. From the effective and proven information of the Consumer, Matisse will have a period of 30 (thirty) days to arrange for the repair of the Product and, if the product is not repaired in this period, the consumer may also choose to: exchange for another Product identical to that described in the Invoice, or, in the absence of the Product in stock, for another similar one; exchange for another Product; request reimbursement of the amount actually paid in favor of Matisse and contained in the Invoice;

2. Procedure for exchange, return or reimbursement.

2.1. In order to proceed with its request, the Consumer must contact Matisse at the telephone number (11) 3614-9178 or (18) 99809-9369 or, also, through the email atendimento@matissecasa.com.br, within the period provided in each situation and inform what happened. Matisse undertakes to give the necessary guidelines and the Consumer, in accordance with the guidelines received, must send the Product to the address Rua: Bernardino de Campos, nº728, Bairro: Vila Bandeirantes, Araçatuba/SP, CEP 16.015-500, to the attention of the E-Commerce Department.

2.2. Of the Requirements, the Consumer must observe the following criteria to make the exchange or return.

The Product to be exchanged must be sent by POST with Notice of Receipt to the address informed in item 2.1; the Product must be in its original packaging, properly preserved; the Product must be accompanied by the respective Invoice or tax coupon; the Product must be, in the case of Consumer Regret, in perfect condition; Together with the Product, the consumer must send his identification, informing his name, email, full address, order number and the form of payment used at the time of purchase, for a more efficient location of the order by Matisse and start of the procedures. If Matisse does not identify one of the criteria listed above, the Product may be returned to the Consumer in the same conditions in which it was received, in accordance with the regulations of the matter and rights attributed to the Supplier. Matisse also reserves the right not to exchange or accept the return of the Product if the defect, malfunction or defect is due to misuse or misuse by the Consumer, according to an analysis to be carried out in due course by Matisse's technical area. In the case of an exchange option by the Consumer, only for change of color, size, material or other, or return due to regret of purchase, the Consumer will be solely responsible for paying the freight amount, upon return and/or shipment of the new product in its favor.

2.3. Reimbursement of the amount paid by the Consumer in making the purchase of the final Product.

After the return of the product, and if the Consumer is in accordance with the requirements of item 2.2, Matisse will proceed with the analysis of the conditions of the returned Product and, once analyzed by the technical area, will proceed with the refund of the amounts actually involved in the purchase, in terms that may vary according to the form of payment, as follows: in the case of payment by the Consumer via credit cards, Matisse will contact the card administrator, requesting the necessary reversal, which must comply with the calendar adopted by the Administrator; in such case the Consumer must be informed by Matisse about it; in the event of payment of the purchase via bank slip, the Consumer undertakes to inform their complete bank details including the respective CPF number, so that the bank deposit in favor of the Consumer is made within 15 (fifteen) days from the actual receipt of the Product and all the information requested on this Site is obtained; The amounts to be refunded in favor of the Consumer must be exactly the amounts contained in the invoice or tax coupon related to the relevant purchase.

2.4. The Swap.

If the Consumer chooses to exchange for an identical product, after making the return and Matisse effect the receipt of the rejected Product, and, being in accordance with the requirements of item 2.2, must follow the guidelines mentioned, Matisse being responsible for the shipment of the new Product in favor of the Consumer. If the Consumer chooses to exchange for another Product, they must choose one of the products available on the Site and contact the Customer Service Center, at (11) 3614-9178 or (18) 99809-9369, to start the exchange procedure, in accordance with the relevant guidelines, committing themselves now to pay the difference in values between the exchanged products, if any.

 

*IMPORTANT: As Matisse offers free shipping on purchases above R$1,500.00 for the delivery of Products throughout Brazil, when exchanging Products, other than as a result of the items adjusted in items 1.2 and 1.3 of this Site, the value of the freight and other expenses will be the effective responsibility of the Consumer, to be adjusted and charged by Matisse in due course.