Exchange and returnpolicy

At Pormade, our goal is the total satisfaction of our customers, and for this reason, we adhere to the Consumer Protection Code. Below, we list the available solutions for cases of product exchanges and returns.

For any of these cases, we emphasize the importance of customers who encounter problems with our products to contact us immediately via email at sac@pormade.com.br or by phone at 0800 642 3521 and report the issue, along with their personal information (name, phone number, full address, CPF), and the Invoice Number.

We emphasize that the delivery time starts from the confirmation of payment and is calculated depending on the region where the customer is located. Pormade is not responsible for any responsibilities and/or obligations assumed by the customer with third parties, including freight contracts under the FOB modality.

Deliveries made by Pormade do not include additional services such as installation, carrying items upstairs, delivery to a location different from the one stipulated at the time of the order, etc.

Pormade takes all precautions to ensure that the product reaches the consumer in perfect condition. However, we ask the customer to exercise caution upon receiving the product, opening the packaging if possible, in areas where there are signs of possible damage, and checking the condition of the product before signing the delivery receipt from the carrier.

If the customer identifies any issue with the product, they should refuse delivery, noting the reason for refusal on the back of the carrier's delivery receipt (CTE/DACTE), and then inform our Customer Service Center via email at sac@pormade.com.br.

The refusal can be partial, with only the damaged product being refused and the reason noted on the delivery document (CTE/DACTE), or total, if all items show damage.

IMPORTANT: As these are personalized products, the Kit Porta Pronta and the Kit Porta de Correr cannot be exchanged. For more information, please contact us.

In cases of product exchange without manufacturing defects or transportation damage, the customer must contact us via email at sac@pormade.com.br and provide details of the goods they wish to exchange. In these cases, the shipping cost and any possible price differences between products are the sole responsibility of the customer.

The products must be sent to our Distribution Center in their original packaging, unused, and without any type of damage that would render them unusable or unsellable. The products must be intact as delivered to the customer, with all manuals and accessories included. Once received and inspected for integrity, quantity, and characteristics, the responsible department will notify Customer Service (SAC) to proceed with the exchange process.

Once the goods are confirmed to meet the requirements, the exchange department will be contacted, and the selected replacement product will be shipped to the customer. If there are price differences between the exchanged goods, these will be assessed on a case-by-case basis.

IMPORTANT: If the product received at the Distribution Center is damaged, used, worn, or different from what was purchased, it will be returned to the customer, and the reshipping fees will be charged.

As soon as irregularities in the product are identified, the customer must present the delivery receipt, invoice, and photos of the issue, and contact the Customer Service Center via email at sac@pormade.com.br to report the situation with as much detail as possible, including photos.

Upon receiving the information, Pormade will resolve the issue within 30 days if it involves manufacturing defects. As provided in the Consumer Protection Code, the product may be repaired, partially or fully exchanged, or the customer may receive a refund, depending on the possibilities for each case.

Refund

If it is not possible to repair or replace the product within 30 days from the date of the complaint, the customer may request a cancellation of the purchase and a full refund of the amount paid.

In such cases, the customer will not be responsible for any shipping costs for the delivery or return of the products.

The refund will be processed using the same payment method chosen by the customer at the time of purchase. If the purchase was made using a credit card, the refund will be issued directly to the statement and may appear in up to two subsequent billing cycles, depending on the credit card's billing date. Please note that the refund to the credit card statement is the responsibility of the card issuer.

If the payment was made via bank slip or transfer, the customer must provide their bank details so that Pormade's financial department can process the refund through deposit or transfer.

The customer may request a product exchange when the following situations are identified:

Receiving the wrong product:

Upon noticing that the delivered product does not match what was purchased, the customer should refuse the delivery and immediately inform the Customer Service Center via email at sac@pormade.com.br. The correct product will be sent at no additional cost to the customer.

The exchange of products “without defects” must meet the following criteria:

presentation of the purchase invoice;

the product must be intact, complete in its original packaging (even if it has been opened), with all manuals and accessories; and

proof of the discrepancy between the purchased and delivered product through photos of the product, photos of the product label, order, and invoice.

The full refund of the amount paid by the customer (product(s) + shipping) will be made after the product(s) arrive at our Distribution Center, which will analyze their condition and inform the finance department accordingly. The product must be in perfect condition, as it was delivered to the customer (in its packaging and with all manuals and accessories).

The refund will be processed using the same payment method chosen by the customer at the time of purchase. If the purchase was made via credit card, the refund will be applied directly to the card statement and may take up to two subsequent billing cycles, depending on the card's billing date. Please note that the refund to the statement is the responsibility of the credit card company.

If the payment was made via bank slip or bank transfer, the customer will provide their banking details so that Pormade's finance department can process the refund via deposit or transfer.

IMPORTANT: If the product is damaged, used, worn, or different from the one purchased, it will be returned to the customer and will not be eligible for a refund, even under the provisions of Article 49 of the Consumer Protection Code, including with the shipping costs charged.

Note: We reserve the right to make changes, additions, or exclusions to product lines without prior notice. The prices of our products are subject to change without prior notice.