RETURNS AND EXCHANGES POLICY

  1. Exchange and Return Policy:We want our customers to have a satisfying experience on our website, and to that end, we would like to point out that we offer handmade and artisanal products; therefore, slight variations in size, color, and thickness are possible and to be expected.
    Each batch of items is unique, so your purchase may vary even if it is the same model and/or color.

    Before shipping each product, we inspect it to ensure that the items you receive are of high quality and in perfect condition. However, we understand that product exchanges and returns are to be expected; therefore, the exercise of these rights must comply with the provisions of this Terms of Use, Exchanges, and Returns Policy, acceptance of which is required to use the website and the services provided by O Ateliê de Cerâmica..

    If you do not agree with this Use, Exchange, and Return Policy, please do not proceed with your purchase and send your concerns to contato@br402.teste.website/~oateli41/ so that we may take your feedback into account when reviewing this policy in the future.

    This Policy on Use, Exchanges, and Returns complies with the requirements of the General Data Protection Law (LGPD) and may be revised as necessary; customers are responsible for checking it periodically for updates.

    Returns due to change of mind:If the customer wishes to exercise the right of withdrawal provided for in Article 49 of the Consumer Protection Code, they may cancel the purchase of in-stock products within seven (7) days from the date of receipt of the products. In this case, the customer may request a refund of the amounts paid, which will be issued via the original payment method within 30 (thirty) days of the request, or may exchange the product for another, paying the price difference, if any. For exchange requests, the deadline is 30 (thirty) days from receipt of the product.

    Note: Returns will not be accepted for custom-made products if the customer simply changes their mind.

    Returns for Defective Items:Customers may report a defect in the merchandise within 30 (thirty) days of receiving the product. If the defect cannot be remedied, the customer may choose between exchanging the item for another of the same type or canceling the purchase. If the customer wishes to exchange the product for one in a different category, they must pay the price difference, if any.

    Shipping Costs: Shippingcosts for products purchased on the website, via WhatsApp, or by special order are the customer’s responsibility, as are shipping costs for returns and exchanges.

    Exchange or Return Requests:If you wish toexchange or return a product, you must contact Customer Service via email at contato@br402.teste.website/~oateli41/ within the timeframes specified in this Policy; otherwise, your request may be denied.

    If the request is approved, the following conditions must be met:

    (i) Products to be returned must be in their original packaging, if available, with all tags attached and accompanied by the Electronic Invoice (DANFE);
    (ii) Products must be in the same condition as when received and must not show any signs of use, such as odors, stains, cracks, or scratches;

    Returned products will be inspected, and provided they meet the requirements set forth herein, the return or exchange will be accepted and the request will be processed in accordance with the terms and conditions.

    If it is determined that the product has been used, damaged, or does not meet the criteria for exchange or return, the customer will be notified of this situation and may, if they wish, pick up the shipped products within 30 (thirty) days. If the products are not picked up within this period, the company reserves the right to dispose of them without any compensation to the customer.

    In the case of exchanges, the customer will receive, through the Customer Service Center, a store credit that can be used to exchange the item for another product;
    if the price of the new product exceeds the price of the returned product, the customer must pay the difference. If the value of the exchange is less than the credit amount, we will not refund the remaining balance, which may remain as store credit for a period of 60 (sixty) days.

    In the event of a product return, refunds will be issued via the same payment method used at the time of purchase, upon request to be made by the store within seven (7) business days of the return’s approval. The store is not responsible for any delays in processing the refund by financial institutions, which, in the case of purchases made with a credit card, may take up to two (2) billing cycles to process the refund.

    Any products returned without prior notice as required, or for which the return request was made after the specified deadline, or that are missing items or accessories, or that are defective, will be made available to the customer for pickup within 30 (thirty) days. If the products are not picked up within this period, the company reserves the right to dispose of the products without any compensation to the customer.

    Items purchased on sale or by special order cannot be returned or exchanged, unless they were delivered defective.

    Other Provisions:This Use, Exchange, and Return Policy is effective as of March 1, 2021.

    Customer Service Center: available via email at contato@br402.teste.website/~oateli41/ or by phone at +55(31) 33983733

    Newsletters and email marketing:
    i. Email

  2. Personal data collected via the "Contact Us"/"Leave Your Feedback" section:
    i. Full Name
    ii. Email
  3. Personal Data Collected Through Online Support (Chat):
    i. Name
    ii. Email
    iii. Phone number
  4. Electronic Log Data and User Interaction: In this process, data is collected when users browse the Platform, even from unregistered visitors; that is, in all the processes listed above or simply when the user browses the site, the following data will be collected:
    i. Geolocation
    ii. Website Tracking
    iii. Device Model/OS
    iv. IP Address
    v. Device Model/Device Operating System Version
    Occasionally, requests for additional information may be made through direct contact by O Ateliê de Cerâmica with users via email or telephone.

All data and information about you will be treated as confidential and used only for the purposes described herein and authorized by you.
We may occasionally use your data for purposes not covered by this Policy, provided they fall within your reasonable expectations. Any use of your data for purposes that do not comply with this requirement will be subject to your prior authorization, which we will request from you.

3. For what purposes is my personal data collected?

Ateliê de Cerâmica collects your Personal Data to provide a personalized experience, so that you can enjoy our products and to improve our services. You are not required to provide us with your Personal Data; however, providing your Personal Data is a requirement for making purchases both at the physical store and on the O Ateliê de Cerâmica website. Therefore, we collect your Personal Data for the following purposes:

  • Process and manage your purchases;
    • Deliver your purchases if made through the O Ateliê de Cerâmica website;
    • Process requests for exchanges or returns;
    • Improve our products using website analytics;
    • Process payment for your purchases;
    • Protect you against fraud;
    • Personalize ads tailored to your interests;
    • Interact with you when you interact with O Ateliê de Cerâmica through our customer service channels;
    • Important communications;
    • Email marketing, if expressly authorized by you; and
    • Compliance with legal obligations.

4. How can I access my personal data?

You can access your Personal Information, Financial Information, and Contact Information if you created an account by registering to make a purchase at O Ateliê de Cerâmica by going to the “My Account” section on the O Ateliê de Cerâmica website. On the other hand, if you made your purchase without creating an account, go to “My Orders” on the O Ateliê de Cerâmica website.
If you wish to obtain information about the processing of your Personal Data, please contact us via email at contato@br402.teste.website/~oateli41/ as described below.

5. How The Ceramics Studio share my personal data?

In order to achieve the purposes of the data processing described in this policy, the user agrees and consents that O Ateliê de Cerâmica may share their personal data with:

Hosting Service:The O Ateliê de Cerâmica website is hosted on servers owned by KingHost. The terms and conditions of the hosting service offered can be accessed at www.kinghost.com.br. Payment Processing Companies:All payments made through the O Ateliê de Cerâmica website are processed using third-party tools.
Third-Party Carriers:for shipping and delivery of products purchased through the O Ateliê de Cerâmica website or via WhatsApp.
Correios:for shipping and delivery of products purchased through the O Ateliê de Cerâmica website or via WhatsApp. (http://www.correios.com.br/falecomoscorreios/politica-de-privacidade-e-cookies – link to access Correios’ privacy policy)
Analytics Tools:The Website uses tools for processing and viewing access metrics, such as Google Analytics, owned by third-party companies.
Targeted Marketing Tools:The O Ateliê de Cerâmica Website may store your browsing preferences to personalize advertisements, which may be offered to users while they browse other websites. The management and processing of these browsing preferences are carried out by marketing technology companies contracted by O Ateliê de Cerâmica, which are not authorized to make available or disclose any Personal Data provided.
Management Software:Every time you register with us, your Personal Data is entered into a software system. Only employees of O Ateliê de Cerâmica have access to your Personal Data, and the software company is not authorized to share your Personal Data with third parties.
Email Marketing:Marketing communications are processed through third-party tools, which may also have access to metrics regarding email views and opens.
Competent judicial, administrative, or governmental authorities: whenever there is a legal determination, request, summons, or court order.

  1. How do cookies work?

Ateliê de Cerâmica uses cookie technology to make your experience on the website personalized, simple, and meaningful. Cookies are small pieces of information sent to your computer or similar device used to access the internet, which store and, at times, track information about your use of the website. In this way, cookies are responsible for recognizing your Login Data, in order to better understand your interests and offer you a personalized service tailored to your profile. Thus, Ateliê de Cerâmica will use cookies, for example, for the following purposes:

  • To recognize when you visit the O Ateliê de Cerâmica website and whether you have visited it before;
  • Track your specific interests in order to tailor the ads we show you;
  • Keep track of the items in your shopping cart;
  • Conduct research and diagnostics to improve our services and products; and prevent fraudulent activity and enhance security.

If you prefer, you can manage cookies in your browser to refuse or block them. However, please note that blocking or deleting cookies used on the O Ateliê de Cerâmica website will prevent you from taking full advantage of the site, for example, by preventing you from adding items to your shopping cart or performing any other activity on the O Ateliê de Cerâmica website that requires you to log in.

  1. How do I unsubscribe from marketing communications?
    Ateliê de Cerâmica may use your Personal Information, Contact Information, Browsing Data, and Usage Data to market products by sending you marketing communications about our products and promotions, provided that you consent to this when you register on our website or at our physical store. In this regard, you may request to unsubscribe at any time. If you are not interested in receiving our marketing communications, simply click the unsubscribe link located at the bottom of all emails sent.
  2. How does O Ateliê de Cerâmica protect your personal data?
    O Ateliê de Cerâmica implements technical, administrative, and organizational measures to protect users’ Personal Data against loss, unauthorized use, or other misuse. Personal Data is stored in a secure operating environment that is not accessible to the public.
    Ateliê de Cerâmica strives to protect the privacy of users’ accounts and the Personal Data it maintains in its records. We maintain procedural, technical, and physical safeguards that help us prevent the loss, misuse, or unauthorized access, disclosure, alteration, or destruction of the Personal Data provided by users. However, we cannot guarantee that any transmission of Personal Data over the Internet is completely secure. It is possible that third parties, who are not under our control, may intercept or gain access to transmissions or Personal Data illegally. Therefore, since we cannot guarantee the complete security of Personal Data transmitted to our website, we ask for your cooperation to help us maintain a safe environment for everyone. If you identify or become aware of anything that compromises information security, please contact O Ateliê de Cerâmica through the following contact channel: contato@br402.teste.website/~oateli41/
  3. What are my rights regarding the personal data collected about me?

Under the General Data Protection Law (Law No. 13,709/2018), you have the right to:
• Access your Personal Data;
• Rectify and correct your Personal Data;
• Delete your Personal Data;
• Object to the processing of your Personal Data;
• Request the portability of your Personal Data;
• Request the anonymization, blocking, or deletion of Personal Data that is unnecessary, excessive, or processed in violation of the law;
• Withdraw consent;
• Refuse the processing of information for marketing purposes; and
• Request information about the sharing of your Personal Data.
You can exercise your rights by accessing “My Account,” available on the O Ateliê de Cerâmica website. To exercise your rights, please contact us via email at: contato@br402.teste.website/~oateli41/.

  1. How long do we retain your personal data?

We retain your Personal Data only for as long as necessary to fulfill the purpose for which it was collected, including to comply with any legal obligations (such as retaining records of access to the application for 6 months, in accordance with the Brazilian Framework for the Internet Act), contractual obligations, accountability requirements, or requests from competent authorities. In any case, if you have registered at any physical store of O Ateliê de Cerâmica or on the website, your Personal Data will be retained as long as you keep your account active. On the other hand, if you request the deletion of your Personal Data, it will be erased from our database.
In some situations, O Ateliê de Cerâmica may anonymize your data so that it is no longer associated with you, for statistical and research purposes. In this case, we may use the anonymized data without the need for notification.

  1. Updates, notifications, and contact

Updates and Notifications. In order to improve our services and products, this Policy may be updated. Therefore, we recommend that you periodically visit our website, O Ateliê de Cerâmica, to stay informed about changes that reflect the improvements we have made. O Ateliê de Cerâmica is committed to protecting your privacy and Personal Data; therefore, if we need your consent to make any changes to this Policy, we will notify you so that you may agree or disagree with the change.
If you have any questions about this Policy, or any information regarding the processing of your Personal Data, or if you have other questions, comments, or suggestions related to this Policy, please contact us by phone at +55 31 33983733, or our Data Protection Officer via email: contato@br402.teste.website/~oateli41/.

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