Considering that it sells products online; Considering the Customer’s interest in purchasing the products offered by Maditai through its sales channels; This agreement aims to establish the general conditions for the use and purchase of products by the Customer on the website.
I – Confidentiality: Maditai is responsible for preserving the confidentiality of all data and information provided by the Customer during the purchase process. The website’s security is audited daily and protected against hacker activity through the "Secure Site" seal.
II – Customer Service (SAC): The Customer has access to this service to resolve any doubts, handle requests or complaints regarding their order, or any content available on the site. The SAC can be contacted by telephone, WhatsApp, or email via the website.
III – Delivery Policy: The delivery timeframe for the products is provided during the purchase process and is counted in business days. Product deliveries are carried out from Monday to Friday. Exceptionally, some deliveries may take place on Saturdays, Sundays, and public holidays.
III.I – It is the Customer’s responsibility to verify whether the product dimensions are suitable. The Customer must confirm satisfaction at the time of delivery and contact Customer Service if there are any issues.
III.II – Up to three delivery attempts will be made at the designated address, on alternate days, with up to 48 hours between each attempt. It is essential that someone over 18 years old, authorised by the buyer and carrying identification, is available to receive the package and sign the delivery form. If all three attempts fail, the order will be returned to Maditai’s Distribution Centre.
III.III – Once the order is completed, it is not possible to change the payment method and/or delivery address, request early delivery, or change the delivery priority.
III.IV – The delivery time provided during the Product purchase process takes into account stock availability, region, invoice processing, and Product preparation time. With each update to the order's delivery status, the Maditai system automatically sends emails and SMS alerts to the Customer.
III.V – Shipping is free nationwide.
III.VI – Maditai does not authorise the courier to: enter the customer’s home; install or perform maintenance on products; open the product packaging; deliver to a different address from the one on the invoice (DANFE); or deliver to a minor or anyone without identification.
III.VII – Maditai is not responsible for goods being held by the tax authority (SEFAZ) when this is due solely to issues involving the Customer. In such cases, it is the Customer’s responsibility to resolve the matter with the tax office, as information regarding clearance and payments is only provided to the parties directly involved.
IV – Right of Withdrawal: The Customer has the right to exercise the right of withdrawal and return the Product, under the following conditions: the withdrawal period is up to seven (7) calendar days from the date of delivery; in the event of a return, the product must be sent back to Maditai’s distribution centre in its original packaging, accompanied by the invoice (DANFE), manual, and all accessories.
IV.I – The Customer must request the return via Customer Service (SAC).
IV.II – Upon receiving the product at the Distribution Centre, Maditai will verify that the above conditions have been met. If so, a full refund of the purchase price will be issued.
IV.III – For purchases made with a credit card, the card provider will be notified, and the refund will appear on the following or subsequent billing statement, as a single transaction, regardless of the number of instalments originally selected. The timeframe for the refund and the cancellation of remaining instalments after the refund of the total product value is the sole responsibility of the card provider.