1. Our policy
When shopping through the higexvendas.com.br store, you can count on the return or exchange guarantee of the purchased products if you are not satisfied with your purchase, as well as the possibility of canceling your order. The deadline for exchange or return is up to 7 calendar days from the day after you received the product
The goods must be checked by the person responsible for receiving them at the time of delivery, as HIGEX INDÚSTRIA E COMÉRCIO DE PRODUTOS SANEANTES LTDA will not be responsible for any lack of goods later.
In case of withdrawal from the purchase, contact the Customer Service by phone +55 (48) 3029-3333, from 8:00 am to 12:00 pm and from 1:30 pm to 6:00 pm, or on the website www.higex.com at “Contact” option. Products must be returned in their original packaging and must be accompanied by their invoice. The deadline for withdrawal is 7 calendar days from receipt of the product.
Bank slip: The refund of money on purchases made through bank slip will be made by deposit or bank transfer to the customer who holds the order. After shipping, you will receive an email from HIGEX INDÚSTRIA E COMÉRCIO DE PRODUTOS SANEANTES LTDA with confirmation.
But keep an eye out, as we do not respond to requests for exchange or return of any returned product without this communication, out of date or without the items/accessories that were shipped with the product.
2. . When to refuse the product
We receive the products exactly as shipped. If you encounter any problems like those described below, you can refuse delivery and write on the back of your Invoice (Danfe) the reason why you no longer want the product:
The package was open or damaged (wrinkled, wet, a sign that it was not transported as it should);
The product came broken, dented, scratched and the like;
Product at odds, that is, you saw that the item is completely different from what you bought;
Missing parts or accessories.
If you encountered one of these problems after the product was received, you have 2 business days from receipt to contact us through the Customer Service at +55 (48) 3258-6000, from 8: 00h to 12:00h and from 13:30h to 18:00h, or on the website www.higex.com under the “Contact” option.
3. Canceling orders that have not yet been processed
Cancellation of orders may occur at any time during the order. Keep track of your order on the website.
Orders may be canceled if they are still on the website with the status "Processing or Pending", there will be no charge for the delivery service.
To make the cancellation possible, contact our call center at +55 (48) 3029-3333, from 8:00 am to 12:00 pm and from 1:30 pm to 6:00 pm, or on the website www.higex .com under the “Contact” option. Confirmation of completion of the process will be via email.
We will contact the customer so that he can select another payment method from those available on the website.
If it is not possible to debit by any of the available payment methods, we will be canceling the order.
In case the data filled in the orders is inconsistent, we will try to contact you by phone +55 (48) 3029-3333, from 8:00 am to 12:00 pm and from 1:30 pm to 6:00 pm, or on the website www.higex.com in the “Contact” option for the process to be completed;
4. How do I return
Did you see that you are within our deadlines for exchange or return? Did you ask the exchange for contacts and now want to know how to return the product? It’s easy:
The product must be returned in the original or similar packaging;
No signs of use, no violation of the manufacturer´s original seal;
Accompanied by the Invoice (Danfe) with the reason why it is returning written on the back of the invoice;
Also accompanied by manuals and all parts/accessories that accompany it.
5. Returning by collection
If you purchased a product sold and delivered by HIGEX INDÚSTRIA E COMÉRCIO DE PRODUTOS SANEANTES LTDA, the return can be made by posting at the Post Office, exactly as we explained in item 4 and by collection, because of the size (large quantity products ) and complexity.
To collect a product, you have to keep an eye on this information:
The product is collected at the same address where the delivery was made;
Collections are made from Monday to Friday from 8:00 am to 6:00 pm;
Up to three collection attempts are made;
The product must be packaged according to the rules described in item 4.
When picking up the product, the carrier will deliver proof that the product was collected. Always ask for this receipt, if the carrier does not have it, do not deliver the product.
But keep an eye out, we only make three attempts to collect the product, but if there is no one to deliver, the collection process is canceled and you will need to place the exchange order again.
6. Deadline for completing the exchange process
We have up to thirty (30) consecutive days, counted from the receipt of the product at the Distribution Center, to verify if the request is within our exchange and returns policy..
7. Return of the amount paid
7.1 The “Purchase Voucher” is a more convenient exchange option. The amount paid for the product returns as "Credit" for the purchase of any other item. The “Purchase Voucher” is valid for 1 (one year) and is linked to the CPF/CNPJ, therefore, it is non-transferable.
If you requested an exchange for a product different from the one you purchased, the product will be collected/returned to our stock, it will undergo an analysis of three (3) business days and after the analysis, the "Valley Purchase" will be made available. You will receive an email as soon as it becomes available.
7.2 We will refund the value of the product depending on the payment method you chose during purchase. That is, if you paid with: Bank slip: we will make a deposit within ten (10) business days in the current account of the person who made the purchase, which cannot be a joint account.
The CPF/CNPJ of the current account holder must be the same as the one on the order, which is also the same as the one on the register of the person who purchased it.
If the purchaser does not have a checking account with these requirements, a Payment Order will be generated, also within 10 (ten) business days, in the value of the product in the name of the purchaser. It can be redeemed at any branch of the Bank, all you need to do is present your identity document and CPF. Keep an eye out, this value is available up to 60 calendar days, so be careful not to miss the deadline.