You may exchange or return products purchased from your home by sending an email to [email protected]. We will get in touch as quickly as possible!
Stagetek System & Solutions values transparency and strong relationships with its customers. This Exchange and Return Policy has been prepared in accordance with the Brazilian Consumer Protection Code (Law No. 8,078/1990), Decree No. 7,962/2013 (E-commerce Decree), and the legislation applicable to B2C and B2B commercial relationships.
1. Policy Scope
This policy applies to purchases made by:
-
Individuals (B2C), in accordance with the Brazilian Consumer Protection Code;
-
Legal entities (B2B), when applicable, respecting the commercial nature of the relationship.
In B2B relationships, the conditions described herein may be adjusted according to contract, commercial proposal, or specific negotiation between the parties.
2. Right of Withdrawal (B2C)
In accordance with Article 49 of the Brazilian Consumer Protection Code, for purchases made outside a physical commercial establishment (such as e-commerce), individual customers may withdraw from the purchase within 7 (seven) calendar days, counted from the date of receipt of the product.
Conditions:
-
The product must show no signs of use, be in perfect condition, and, whenever possible, be in its original packaging;
-
No justification is required;
-
The refund will be full, including the product price and shipping costs.
⚠️ Important: The right of withdrawal does not automatically apply to purchases made by legal entities (B2B), unless expressly agreed.
3. Defective Product (B2C and B2B)
If the product presents a manufacturing defect, the customer must contact Stagetek System & Solutions within the legal timeframes:
-
30 days for non-durable products
-
90 days for durable products
After the request:
-
The product will undergo technical analysis;
-
The deadline for resolution is up to 30 days, as established by law.
If the defect is confirmed and not resolved within the legal period, the customer may choose:
-
Exchange for an identical or equivalent product;
-
Refund of the amount paid;
-
Proportional price reduction.
4. Exchanges at the Customer’s Option (B2C and B2B)
Exchanges due to incorrect selection, technical incompatibility, or preference are not mandatory by law and may be reviewed on a case-by-case basis.
Conditions:
-
Product unused;
-
In perfect condition;
-
Original packaging preserved.
Shipping costs, when applicable, may be the customer’s responsibility.
5. Specific Conditions for B2B Purchases
For purchases made by legal entities, especially technical parts and engineering products:
-
The automatic right of withdrawal does not apply;
-
Responsibility for technical specification, compatibility, and product application lies with the buyer;
-
Products that have been used, installed, or customized are not eligible for exchange or return;
-
Warranties and specific conditions may be defined in a contract, commercial proposal, or direct negotiation.
6. Procedure for Exchange or Return Requests
To request an exchange or return, the customer must contact our support team, providing:
-
Order number;
-
Product;
-
Reason for the request;
-
Photos or technical documents, when necessary.
After contact, Stagetek System & Solutions will provide instructions for shipping and process tracking.
7. Refund
Refunds will be issued after receipt and inspection of the product, according to the payment method used:
-
Credit card: refund processed according to the card issuer’s timelines;
-
Pix or bank transfer: refund to the bank account provided by the customer.
8. General Provisions
-
Products showing signs of misuse, incorrect installation, or natural wear do not constitute manufacturing defects;
-
Requests outside legal deadlines or not in accordance with this policy may be refused;
-
This policy may be updated at any time to ensure improvements and legal compliance.