Refund Policy

Last updated: 2026-09-17

This policy explains when an order placed with Multi Cs Aquecedores Ltda., registered under CNPJ 12.051.282/0001-35, with its registered address at Rua Tutoia, 661, Vila Mariana, Sao Paulo - SP, 04007-003, Brazil can be cancelled or refunded, and how the refund is processed. It applies in addition to, and never in reduction of, the rights granted by the Brazilian Consumer Protection Code.

1. Right to withdraw

For purchases made remotely, through this website, by e-mail or by telephone, you may withdraw from the purchase within 7 (seven) calendar days of receiving the item, without needing to give a reason. To exercise this right, write to [email protected] with your order reference.

2. Condition of returned items

Items returned under the withdrawal right must be complete, with all accessories, manuals and original packaging, and must not show signs of installation or use beyond what is necessary to inspect them. Equipment that has already been installed, connected or modified cannot be returned under this clause, but remains covered by the warranty rules below.

3. Faulty or incorrect items

If an item arrives damaged, incomplete or different from what was ordered, notify us within 48 hours of receipt, with photographs where applicable. We arrange collection at our cost and, at your choice, replace the item, correct the order or refund it in full. Transit damage must be recorded on the delivery note in the presence of the carrier whenever possible, as that record is what allows us to resolve the case quickly.

4. Warranty

Legal warranty applies to every item we supply, in addition to any manufacturer warranty, which is stated on the invoice. Warranty does not cover damage caused by misuse, intervention by unauthorised third parties, electrical surges, inadequate installation carried out by others, or lack of the maintenance specified by the manufacturer.

5. How refunds are processed

• Refunds are made through the same payment method used in the purchase, unless another method is agreed in writing.
• Card payments are refunded to the card issuer; the time for the credit to appear on your statement depends on the issuer.
• Bank transfers and instant payments are refunded to an account held by the purchaser.
• Once the refund is approved, we process it within 10 business days and confirm it to you by e-mail.

6. Cancellation before execution

Orders may be cancelled at no cost while they have not yet been dispatched. Once dispatched, the withdrawal and return rules above apply.

7. How to request

Send your request to [email protected], or call +55 (11) 5080-3300, with the order or invoice reference, the reason and, where relevant, photographs. We confirm receipt, state what is needed to proceed and keep you informed until the case is closed.