Shipping Rates & Conditions

Taxes

In addition to the purchase price of each product, customs duties may be applied as a form of tax. This amount varies from country to country and is not included in your invoice value. In addition to each country's exchange rates, if applicable, these amounts will be paid by the customer.

Shipping

We ship to many countries except: Portugal, Spain, Mexico, and Thailand.

Conditions

Products are packed in shipping-safe boxes approved by Correios and the carrier for international shipping. However, it is important to inspect all products upon delivery. If your merchandise is delayed for more than 40 days, please contact our Call Center regarding possible loss or to check on the progress of your delivery.

Refund, Exchange and Return of Products

Returns

If you change your mind within 7 days of delivery, you may return the product, duly informing our Customer Service Center. The merchandise must be returned to our company address by Correios or the carrier with which it was delivered, at your expense.

When returning a product, freight will be borne by the customer. If the return is for an exchange due to a manufacturing defect, freight will be borne by the company.

To begin the return process, customers must complete our online form via this link: https://querattina.com/contacto/

If broken or defective products are delivered to the customer, the company undertakes to replace them after verification by our technicians and certification that the product was not caused by misuse.

The product must be in its original packaging, with all accessories, manuals, and other items included, in perfect condition, and with the original invoice. The goods must not show any signs of use. If these requirements are not met, the product will be automatically returned to you, and the company reserves the right to impose new freight charges.

Product Returns: How long does it take for a customer to receive their refund?

This will occur within 5 days of receiving the return, loss, or defect at our Center, and after the necessary assessments with you. In the case of returned products, the refund/reversal of the amounts paid will only be issued once our quality control team has received and analyzed the condition of the product(s). The deposit will be issued in the same manner as the product was purchased: if purchased by credit card, it will be reversed/refunded directly to your credit card.

Exchange

If the product has any defects, you must contact our Customer Service Center within 7 calendar days of delivery and request an exchange. Return costs and fees will not be charged.

The merchandise must not show any evidence of use and must be returned and sent to our company address in its original packaging or in packaging suitable for export by the Correios collection service or the carrier with which it was delivered.

You must submit a brief written report on the alleged defect in the complaint, providing clarification of the problem, etc. Our Quality Center will conduct an analysis of the alleged defect and, if applicable, submit it to a technical analysis by the manufacturer, in which we will receive a report indicating the change. Average completion time: 25 business days after receipt of the product.

If the report is favorable, you will receive the new product at your home free of charge. If we do not have this product in our inventory, we will let you know and make other items available to you, respecting the exchange limit. If there is a difference in the value of the new product, the difference will be charged.

If the report is unfavorable, your purchase will be returned to you with the disapproval report and without the right to a replacement. You will also be charged for shipping costs via the shipping method of your choice. Reasons for rejection: lack of the alleged defects; discovery or evidence of misuse of the product; discovery or evidence of accidental damage; normal wear and tear due to use.