Simplified Refund and Return Policy

What should I do if there are problems with my delivery?
To report any problems with your delivery, please contact us at ajuda@dankah.com.br.

If your product arrives damaged, or the order arrives incorrectly, you can choose to have it reshipped at no cost, receive credit for future purchases, or receive a full refund of your purchase amount.

If you're not satisfied with your purchase, you can contact us at ajuda@dankah.com.br within 7 business days of receiving the product and request a full refund. You must complete the form we'll send you. After reviewing the form and approving the refund, the amounts paid will be refunded within 2 (two) business days, upon receipt of payment.

What happens if the order is not delivered due to an incorrect address?

It is entirely your responsibility to fill in the delivery address correctly.

If the product is shipped to an incorrect address due to our fault, we will resend your order at no additional charge.

If the product is sent to an incorrect address due to an error by the Post Office or another logistics partner, we will resend your order at no additional charge.

If the product is sent to an incorrect address due to your fault, we will reconfirm the data and resend the order, charging a new shipping fee.

Full Refund and Return Policy

1. DELIVERY METHODS

1.1. POST OFFICE OR CARRIERS

Dankah Brasil makes its deliveries through the postal service and its logistics partners, depending on the delivery method; delivery times are estimated directly by the postal service or logistics partners and may be subject to change.

Delivery orders are posted 1 (one) business day after payment confirmation*, which is made directly by the financial institution or credit card operator.

1.2. LOCAL PICKUP

Dankah Brasil offers its customers the option to pick up the product at the address below; the option must be selected at the time of purchase and is made available on the same business day as payment confirmation, which is made directly by the financial institution or credit card operator.

Address: Angelica Avenue, 2503, room 46 - Consolation, São Paulo/SP - Zip Code: 01227-200

Opening hours: Monday to Friday from 10am to 6pm.

2. IN CASE OF LOSS OR RETURN TO SENDER

2.1. INCORRECT DATA PROVIDED BY THE CONSUMER

It is the consumer's responsibility to correctly fill in the delivery details.

If the consumer has provided the wrong address, they should, as soon as possible, contact us via chat, email or WhatsApp to provide the correct address.

If the order has not yet been posted, shipping will be recalculated, giving the consumer the option to pay the difference in the new shipping cost or cancel the order.

If the order has already been shipped, a new shipping charge will be applied, and the customer can either pay it or cancel the order. In the event of cancellation, the costs of the first shipment will not be refunded.

Deadline for posting: 2 (two) business days after clearing of shipping payment.

2.2. DUE TO COMPANY FAILURE

If the product is sent to an incorrect address due to an exclusive fault on the part of Dankah Brasil, the order will be resent at no additional charge.

The consumer will have the option to receive the order without additional charge or cancel the order and opt for a refund of the amount paid.

Deadline for posting: 2 (two) business days after the error is identified.

2.3. DUE TO FAILURE OF THE POST OFFICE OR CARRIER

If the product is sent to an incorrect address due to an error by the Post Office or one of Dankah Brasil's logistics partners, Dankah Brasil will resend the order at no additional charge.

The consumer will have the option to receive the order without additional charge or cancel the order and opt for a refund of the amount paid.

Deadline for posting: 2 (two) business days after the error is identified.

2.4. FOR THEFT OR ROBBERY

In case of theft or robbery, the company will repost the order at no additional charge.

The consumer will have the option to receive the order without additional charge or cancel the order and opt for a refund of the amount paid.

Deadline for posting: 2 (two) business days after the incident is confirmed.

3. IN CASE OF DELAY

If there is a delay in the order, the consumer can contact Dankah Brasil via chat, email or WhatsApp, which will send a proposed solution within 1 (one) business day after noticing the delay.

If the Consumer does not agree with the proposed solution, he/she may request cancellation of the order and a refund of the amounts paid.

It is the Consumer's responsibility to provide a person over 18 (eighteen) years of age, during business hours and with identification documents, to receive the order.

Dankah Brasil is not responsible for delays caused by unforeseeable circumstances or force majeure.

4. IN CASE OF DAMAGED PRODUCT

If the product received is damaged or in a condition that makes it impossible to use, the consumer may choose to have a new product posted, which will be sent by the company at no additional cost within 2 (two) business days after the damage is confirmed; credit on the website for use in future purchases; or choose to cancel the order and refund the amounts paid.

5. REFUND POLICY

5.1. MONEY BACK

In the cases described in items 2, 3 and 4 of the delivery policy (shipping policy), if the order is cancelled and the amounts paid are refunded, this will be done within 5 (five) business days.

If the consumer is not satisfied with the purchase (product, service, delivery time, etc.), they must contact the company within 7 (seven) days of receiving the product, via email, to request a return. They must complete the form that will be sent to them and, after reviewing the responses, the amounts paid will be refunded within 5 (five) business days.

6. PAYMENTS

*Payments cleared before 7:00 PM will be considered confirmed on the same day. If cleared after 7:00 PM, confirmation will occur the following day.