Exchange and Return Policy
How can I return a product?
Initially, you need to request an exchange or return through the email contato@nebulaaudio.com.br by informing your order number. This contact must be made within 30 days (inclusive) from the receipt of the product.
In the email, please inform which items you wish to return, the reason, and choose the action, among Store Credit, Exchange, or Refund. It is also important that you send us a photo of the items you intend to return for the Exchange and Return analysis.
For mailing, you must go to a company-owned or franchised post office with the posting code in hand. You will receive an email with the authorization for the shipment of the package, along with the validity date of use.
After receiving the merchandise in our Distribution Center, we will proceed with your return.
The product sent for exchange or return must be in the original packaging or similar and in the same conditions received, without signs of use, stains, or smell.
The exchange can be made, using the discount coupon, for any other product from our online store, provided that it is in stock. If the value of the chosen product is higher than the value to be exchanged, the payment of the difference must be made.
If the company verifies that the returned product does not meet the above criteria, it is exempt from accepting the return or making the exchange and may resend the product to the customer without prior consultation, accompanied by the justification for the refusal.
Shipping
The return postage is the responsibility of the customer and must be done within 30 days from the date of receipt of the products, opting for the PAC shipping method. After posting, the customer must forward the postage receipt with the amount paid so that we can proceed with the full refund via pix, which will be processed after the return is received in our office.
Reasons that may lead you to exchange or return:
Discontinuation/ Regret: the deadline is up to 7 days (inclusive) from the delivery of the merchandise.
Technical or Manufacturing Defect: the deadline is 30 days (inclusive) from the delivery of the merchandise (subject to analysis and validation by the SAC team).
Damage or Violated Package: in this case, refuse the product at the time of delivery.
I couldn't receive my product and missed the deadline to pick it up at the post office, what should I do?
Contact our support, and we will resend the order to you, but there will be a fee for sending a new product:
One product, fee of R$14.90
Two products, fee of R$30.00
Three products, fee of R$40.00
If there are more than three products in the order, we will evaluate the shipping fee.
I did not receive my posting code. What should I do?
The posting code will be available and sent via email once analyzed by our customer service team. Remember, the code will be sent to the email registered on our site. We emphasize that the Posting Authorization is valid for a period of 10 (ten) days (inclusive).
How will my money be refunded?
Coupon
You can opt for a discount coupon, just inform your choice, and we will send your coupon by email. This coupon is valid for up to three months to be used on a new purchase on our site.
Purchases made by credit card
After receiving and analyzing the products, we will forward the proof of the refund made as soon as it is done. The amount will be deducted in your next invoice or the subsequent one, which may vary according to your card administrator.
Purchases made by bank slip
After receiving and analyzing the products, we will forward the proof of the transfer made within up to 48 hours. The amount will be available in your bank account within up to four business days.
Return period of the exchange value
The period for the return of the exchange value is up to 30 days after receiving the merchandise in our office.
Initially, you need to request an exchange or return through the email contato@nebulaaudio.com.br by informing your order number. This contact must be made within 30 days (inclusive) from the receipt of the product.
In the email, please inform which items you wish to return, the reason, and choose the action, among Store Credit, Exchange, or Refund. It is also important that you send us a photo of the items you intend to return for the Exchange and Return analysis.
For mailing, you must go to a company-owned or franchised post office with the posting code in hand. You will receive an email with the authorization for the shipment of the package, along with the validity date of use.
After receiving the merchandise in our Distribution Center, we will proceed with your return.
The product sent for exchange or return must be in the original packaging or similar and in the same conditions received, without signs of use, stains, or smell.
The exchange can be made, using the discount coupon, for any other product from our online store, provided that it is in stock. If the value of the chosen product is higher than the value to be exchanged, the payment of the difference must be made.
If the company verifies that the returned product does not meet the above criteria, it is exempt from accepting the return or making the exchange and may resend the product to the customer without prior consultation, accompanied by the justification for the refusal.
Shipping
The return postage is the responsibility of the customer and must be done within 30 days from the date of receipt of the products, opting for the PAC shipping method. After posting, the customer must forward the postage receipt with the amount paid so that we can proceed with the full refund via pix, which will be processed after the return is received in our office.
Reasons that may lead you to exchange or return:
Discontinuation/ Regret: the deadline is up to 7 days (inclusive) from the delivery of the merchandise.
Technical or Manufacturing Defect: the deadline is 30 days (inclusive) from the delivery of the merchandise (subject to analysis and validation by the SAC team).
Damage or Violated Package: in this case, refuse the product at the time of delivery.
I couldn't receive my product and missed the deadline to pick it up at the post office, what should I do?
Contact our support, and we will resend the order to you, but there will be a fee for sending a new product:
One product, fee of R$14.90
Two products, fee of R$30.00
Three products, fee of R$40.00
If there are more than three products in the order, we will evaluate the shipping fee.
I did not receive my posting code. What should I do?
The posting code will be available and sent via email once analyzed by our customer service team. Remember, the code will be sent to the email registered on our site. We emphasize that the Posting Authorization is valid for a period of 10 (ten) days (inclusive).
How will my money be refunded?
Coupon
You can opt for a discount coupon, just inform your choice, and we will send your coupon by email. This coupon is valid for up to three months to be used on a new purchase on our site.
Purchases made by credit card
After receiving and analyzing the products, we will forward the proof of the refund made as soon as it is done. The amount will be deducted in your next invoice or the subsequent one, which may vary according to your card administrator.
Purchases made by bank slip
After receiving and analyzing the products, we will forward the proof of the transfer made within up to 48 hours. The amount will be available in your bank account within up to four business days.
Return period of the exchange value
The period for the return of the exchange value is up to 30 days after receiving the merchandise in our office.