What the right of withdrawal is and how the seven days work
Photo: Avila Ops Tecnologia
The right of withdrawal is Article 49 of Brazil’s Consumer Protection Code: purchases outside physical stores, online, by phone, WhatsApp, may be canceled within seven days of product receipt. No reason required. Stores refund everything paid, including shipping.
Black Friday increases impulse purchases and withdrawals. Unprepared stores fight each return. Prepared stores have processes, reply within minutes, and often convert withdrawal into exchange.
How do seven days work in practice?
Photo: Avila Ops Tecnologia
Count from receipt, not purchase. Thursday receipt permits withdrawal through next Thursday. Seven calendar days, without legal requirements for sealed products.
Customers notify through any offered channel. Stores organize returns and refunds. Return shipping belongs to stores because exercising rights cannot cost customers; Brazil’s Superior Court of Justice decided this in REsp 1.340.604 in 2013. Pix refunds immediately. Card reversals appear within one or two statements. Boletos require customer bank details.
What can stores do and not do?
Offer exchanges or credit instead of refunds only by customer choice. Request invoices and packaging without making them conditions. Do not reject opened packaging. Deduct no administrative fees, shipping, or card fees.
At a shoe store, withdrawal arrives on day five. Rather than arguing, send Correios reverse-shipping codes and ask whether customers prefer another size or refunds. Some exchange; refund recipients often return because it was easy.
See exchange and return policies and Consumer Protection Code requirements.
What to do now
Write three lines: withdrawal request procedure, return-shipping payer, refund timing. Publish before November. To examine other store exposure in one conversation: avilaops.com/contato or contact us on WhatsApp: wa.me/5517997811471.
Frequently asked questions
Does withdrawal apply in physical stores?
No. Article 49 covers off-premises purchases: internet, phone, catalogs, WhatsApp. Physical-store change-of-mind exchanges are courtesy.
Who pays withdrawal return shipping?
Stores. Customers recover everything and incur no withdrawal costs, including outbound and return shipping.
Can I reject used products?
Misuse damage may be disputed. Opening and trying are not misuse. Rejection on that basis commonly produces complaints decided for customers.
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