TERMS AND CONDITIONS OF USE OF THE POLLY CLOSET FASHION WEBSITE
I. PURPOSE OF THE “TERMS AND CONDITIONS OF USE OF THE POLLY CLOSET FASHION WEBSITE”
1. These “Terms and Conditions” aim to clarify to users of the virtual commerce service (“E-Commerce”) provided by Polly Closet Fashion through the website www.pollyclosetfashion.com.br; app; and WhatsApp, about the rules to be respected by both users and Polly Closet Fashion itself; everything, in compliance with the Consumer Protection Code, Presidential Decree No. 7,962/13 (which regulates E-commerce), Federal Law No. 12,965/14 (Internet Civil Rights Framework) and Law 13,709/2018. Therefore, it is the duty of all users of the website www.pollyclosetfashion.com.br to read this document properly.
2. FAQ: The FAQ available on the website www.pollyclosetfashion.com.br, with answers and clarifications to frequently asked questions from customers, is complementary to these “Terms and Conditions”. 3. Self-service: In addition to frequently asked questions, customers can access self-service options to facilitate transactions related to their purchases by logging into their account and password.
4. Customer Service Center: If customers still have questions or need help, they can contact the Customer Service Center via the Online Chat available on the website, by calling 62-99344-3111.
II. PRIVACY POLICY
1. Security
1.1 Polly Closet Fashion uses the “Security Certificate”, which allows us to verify the authenticity of the Polly Closet Fashion website from the location where users’ personal information is provided, as well as guaranteeing the integrity and confidentiality of the information during transmission.
1.2. Polly Closet Fashion uses security protocols in the communication medium on its Virtual Channels and in its physical stores to mitigate possible hacking attacks or attempts to intercept unauthorized data.
1.3. For details on the characteristics and hypotheses of personal data processing carried out by Polly Closet Fashion, access the Polly Closet Fashion Privacy Policy published at https://www.pollyclosetfashion.com.br/politica-de-privacidade
2. Access to the website
2.1 To make purchases, the user must register on the Polly Closet Fashion website by filling out a form with some of their personal data (e.g.: name, CPF and email).
III. OFFER POLICY
1. Offer
1.1 Website: The offers on the website are only valid for purchases made through the website or by phone. The products will be offered clearly, with the proper specification of their characteristics (e.g.: size, color, material and price).
1.2 APP: The offers on the app are only valid for purchases made through the app. The products will be offered clearly, with the proper specification of their characteristics (e.g.: size, color, material and price).
1.3 WhatsApp: The offers published on WhatsApp are only valid for purchases made through WhatsApp. The products will be offered clearly, with the proper specification of their characteristics (e.g.: size, color, material and price).
1.4. Partner Stores: Both the Polly Closet Fashion website and app will also sell third-party products; these will be responsible for the offer, delivery, return and exchange of said products (“Partner Stores”).
1.4.1 The products offered by the Partner Retailer will be available under the name and identification of the Partner Retailer and under the terms and conditions of sale, delivery, return and exchange of the products. The rules of the Partner Retailer can be viewed on its website, indicated next to the product offer, available on our marketplace page, https://www.pollyclosetfashion.com.br/atendimento
1.5 The images of the products are merely illustrative and are the property of Polly Closet Fashion and/or the Partner Retailer, and may not be used for other purposes without prior authorization.
1.6 Promotions and offers may be limited to a specific time on the website, APP or telephone, or even when the products are out of stock (when it is not possible to replace them by the respective suppliers).
1.7 Polly Closet Fashion has some discount partners, which will be responsible for offering and delivering legitimate data with the operation of our website. In case of doubt, the user should contact the Customer Relations Center.
2. Prices (main and accessories)
2.1 The price of the products will be clearly informed and in national currency, including additional values, such as delivery costs.
2.2 The same product in different stores, on the website, in the app or via WhatsApp may be available at different sales prices and, to purchase the product at a lower price, the customer must choose the place of purchase. The place that offers the product at a higher price will not be able to match the lower price.
2.3 Products may have price variations, with an increase or decrease in price. The white label indicates a change in the price of the product with an adjustment and/or price increase. The red label indicates that the product is on sale with a reduction in its original price.
IV. CONTRACT CHANGE/ADDITION POLICY
1. Contract change before purchase is made
1.1 Before the purchase is made, Polly Closet Fashion will present the user with a “screen” with a summary of the terms of the contract (e.g.: quantity, size, color and price of the product, delivery and payment conditions, and the person responsible for delivering the Product).
1.2 At this point, the user must carefully check the terms contained therein, such as, for example, the delivery address and the characteristics of the product (size/color). This is because this may be the last opportunity to correct any possible errors.
1.3 Until the user completes the purchase, the price and availability of the products may be changed.
1.4 After confirmation of this “screen” and the subsequent completion of the purchase, Polly Closet Fashion will send the user an email confirming the contract, which is then final.
1.5 For security reasons, under no circumstances will Polly Closet Fashion change the delivery address or user registration data after the purchase has been completed.
1.6 Once the purchase has been completed, the products will be delivered to the address indicated by the user.
V. PAYMENT POLICY
1. Cash on delivery
1.1. PIX: payment can also be made via PIX using the access code provided at the time of purchase.
1.2. Credit card: the order will be subject to approval by the card administrator and the information contained in the registration is subject to confirmation, which may be requested by Polly Closet Fashion from the user by email or telephone; in the event of a discrepancy in that information, Polly Closet Fashion will contact the user. If the discrepancy is not resolved, the order will be automatically cancelled and the amount refunded to the credit card used.
1.3. Polly Closet Fashion Bradescard and Polly Closet Fashion Pay cards: the order will be subject to approval by the card administrator and the information contained in the registration is subject to confirmation, which may be requested by Polly Closet Fashion from the user by email or telephone; in the event of a discrepancy in that information, Polly Closet Fashion will contact the user. If the discrepancy is not resolved, the order will be automatically cancelled and the amount refunded to the credit card used.
1.4. Exchange voucher: Can be purchased by the user when:
(i). A product is returned;
(ii). The order is cancelled by the customer, after payment and before the order is sent to the customer’s home;
(iii). The order is lost;
(iv). There is a shortage (absence of one or more product(s) at the time of separation of the items).
For any of the options above, the conditions for using the Exchange Voucher are:
(a) Where it can be used: the Exchange Voucher generated on the website can be used on the website, app or in any Polly Closet Fashion store.
(b) How it can be used: in physical stores, the customer takes the number and presents it to the cashier. On the website or in the app, the customer enters it in the exchange voucher field, at the payment stage. For transactions on the website or app, the use of more than one voucher for the same purchase will be permitted, provided that the total amount used does not exceed R$210.00 (two hundred and ten reais).
(c) Balance: can be used in full or in multiple purchases, or even be used as part of the payment. When used in conjunction with other forms of payment, the card must have its entire balance consumed and the remaining amount of the purchase can be supplemented with the payment methods available on the website, app or store.
(d) Vouchers cannot be used to purchase gift cards, nor can gift cards be exchanged for vouchers.
(e) Validity:: the card issued by the website is valid for one year, starting from the date of issue.
1.5. Gift card: purchased by a user to give as a gift to a third party. Whereas:
(i) The gift card can only be purchased with a credit card, PIX, Polly Closet Fashion Pay, in stores and on the Polly Closet Fashion website.
(ii) It can be used:
(a) in the Polly Closet Fashion store: the customer takes the number and presents it to the cashier.
(b) on the website or app: the customer enters the gift card in the field during the payment step. The use of more than one gift card in the same purchase will be permitted, as long as the total amount used does not exceed R$210.00 (two hundred and ten reais).
(iii) The balance can be used in full or in multiple purchases, or even be used as part of the payment. When used in conjunction with other forms of payment, the card must have its entire balance consumed and the remaining amount of the purchase can be supplemented with the payment methods available on the website or store.
(iv) The gift card can only be used to purchase products from the website, app or Polly Closet Fashion stores, and cannot under any circumstances be used to purchase another gift card. Gift cards cannot be used to purchase gift cards, nor can gift cards be exchanged for gift cards.
(v) The card can only be canceled by the buyer, provided that the balance has not yet been used, even partially. If there is more than one gift card in the order, the cancellation must also be total (including all cards), and partial cancellation of cards cannot be made. The refund must be made in the same form of payment as the original order and, in the case of a gift, the recipient will be informed by email of the cancellation of the card.
(vi) The card can only be recharged in physical stores; it is not possible to recharge on the website.
(viii) The validity is one year, starting from the date of the last charge.
2. Payment in installments
For the payment methods set out in items 1.4 and 1.5 of chapter V (payment policy), Polly Closet Fashion offers Users payment conditions in cash or in installments, with the number of installments and amounts (with or without interest) being offered by the system at the time of purchase and in accordance with the rules of each financial institution.
VI. DELIVERY POLICY
1. Deadline
1.1 The delivery deadline will be provided by Polly Closet Fashion and/or the Partner Retailer, taking into account the stock, region, invoice issuance process and product separation time.
1.2 Polly Closet Fashion will send a message using the contact channel registered by the customer (email, SMS, WhatsApp, etc.) with an update on the delivery status, allowing the user to predict the delivery date. Therefore, it is extremely important for the user to check the “screen” referred to in section “IV.1.1” above.
1.3 This period will start on the first business day following:
A. confirmation of the purchase using only a Gift Card;
B. confirmation of payment by the Card administrator (which occurs within 48 hours), for purchases made using a Credit Card, Polly Closet Fashion Bradescard Card and Polly Closet Fashion Pay Digital Card.
2. Schedule
Deliveries by Polly Closet Fashion will be made between Monday and Saturday, from 9 am to 9 pm and, exceptionally on holidays. The period is always counted in business days.
3. Location
The delivery location will be chosen and confirmed by the user (see section “IV.1.1” above).
4. Attempts
Polly Closet Fashion will make up to three delivery attempts to the address confirmed by the user (see section “IV.1.1” above), on alternate days, with intervals of up to 48 hours.
5. Failed attempts/new attempt
If none of these three delivery attempts are successful, the product will be returned to Polly Closet Fashion and, only after the user confirms the address by contacting the Customer Relations Center, a new attempt will be made. In this case, the previous delivery period will be fully reinstated, but counted from the confirmation of the address.
6. Receiving the product
6.1. Delivery procedure
The product will be delivered to an identified person aged 18 (eighteen) or over.
6.2. Product refusal procedure
Upon receiving the product, the user must check the conditions of the respective packaging; if it is corrupted in any way (e.g.: scratched, torn or open), he/she must:
(i). Refuse to receive the product; noting on the respective DANFE (Electronic Invoice Auxiliary Document) the reason for refusal, among: “damaged packaging”; “damaged product”; “product not in accordance with the order” or “lack of accessories”;
(ii). Report the incident to Polly Closet Fashion through the Customer Relations Center, if not immediately, within 72 hours, requesting a refund or exchange of the product, which will be analyzed.
7. Limitation of Polly Closet Fashion’s liability upon delivery
Polly Closet Fashion is not responsible, under any circumstances, for:
A. Assembling/disassembling products;
B. Carrying heavy products (over 10 kg) up stairs;
C. Identifying the person receiving the product;
D. Logistical failures;
8. Conduct of carriers/delivery personnel
The carriers/delivery personnel of Polly Closet Fashion products are prohibited from:
A. Entering a home;
B. Opening, assembling, installing and/or repairing products;
C. Delivering products to an address other than that stated on the DANFE;
D. Delivering products to minors or those without identification documents.
9. Possible eventualities
Polly Closet Fashion will not be held liable for possible delays resulting from unforeseeable situations such as heavy rain, flooding, accidents and/or strikes in the region where the product was to be delivered, which prevent the carrier from arriving.
10. Products sold by Partner Stores
Users must pay attention to the Delivery Policy of Partner Stores that sell products in the virtual environment provided by Polly Closet Fashion (https://www.pollyclosetfashion.com.br/atendimento). The rules of each Partner can be viewed on the Partner’s website indicated with the product offer.
11. Click and Collect and Drive Thru
Users can choose to collect the product at a physical store, either on the product page or in the shopping cart. Choose your product on the website; choose a region for delivery. Enter your zip code and Polly Closet Fashion will show you the stores closest to you. If you want to choose another store, just change the zip code; choose the store where you want to collect the product. Pay attention to the collection times of the chosen store; and complete your order and wait for confirmation. When everything is ready, Polly Closet Fashion will send you an email and/or WhatsApp message, according to the contact information registered at the time of your purchase, to collect your product at the store. If the product is not collected within 30 days of receipt by the store, the order will be cancelled and the amount paid will be refunded, according to the payment method used, with the user being aware and agreeing that the product will no longer be available.
VII. PRODUCT RETURN/EXCHANGE POLICY
1. Definitions
The products offered on the website www.pollyclosetfashion.com.br, app and WhatsApp related to Polly Closet Fashion, are classified as follows:
A. Fashion (clothing, shoes, bags, jewelry, wallets, hats and beachwear);
B. Intimate items (panties, bras and underwear);
C. Electronics (cell phones and tablets);
D. Watches;
E. Cosmetics (beauty, hygiene, personal care or other products, such as makeup, creams, perfumes, etc., sold and delivered by Polly Closet Fashion);
F. Others (categories sold by Partner Stores).
2. Return or exchange of product due to damage to its packaging
2.1. Confirmed upon receipt of the product:
As already mentioned in the title “VI. 6.2.” above, if the user notices any damage to the product packaging (including: grooves; tears or even openings), he/she must:
(i) Refuse to receive the product; noting on the respective DANFE (Electronic Invoice Auxiliary Document) the reason for refusal, among: “damaged packaging”; “damaged product”; “product not in accordance with the order” or “lack of accessories”;
(ii) Report the incident to Polly Closet Fashion via the Customer Relations Center (tel.: (62) 99344-3111 and online chat, or immediately, within 72 hours, requesting the return/exchange of the product.
2.2. Confirmed after receiving the product
If the damage is confirmed after receiving the product, the customer must request the return via the website using their login, follow the instructions received by email, and return the product via the Post Office or to Polly Closet Fashion physical stores, within a maximum period of 07 (seven) days, so that it can be evaluated.
3. Return of product due to “remorse” by the user for purchases on the website, WhatsApp and app:
3.1. Withdrawal
The user may, in exercising their “Right of Withdrawal”, cancel the purchase and/or terminate the contract for remote purchases made on the website, WhatsApp and the App, within 7 (seven) days from receipt of the products.
3.1.1. The right of Withdrawal does not apply to purchases made in physical stores, since the customer can check the product in person before purchasing it.
3.2. Exchange of Polly Closet Fashion products purchased on the website, WhatsApp and app
The user may, at the discretion of Polly Closet Fashion, upon presentation of the products with tags, without signs of use, CPF and Invoice, exchange the products purchased, observing the following terms and conditions:
A. In order for the product exchange process to be carried out successfully, it is only allowed to exchange between the same categories (fashion for fashion / intimate pieces for intimate pieces / electronics for electronics / watches for watches / cosmetics for cosmetics and if there are new categories, consider the same criteria;
B. 07 (seven) days, counted from the receipt of products from the categories “Intimate Piece”, “Electronics” and “Watch”;
C. 30 (thirty) days, counted from the receipt of products in the “Fashion” category;
D. 30 (thirty) days, counted from the receipt of products in the “Cosmetics” category, provided that the packaging is sealed (intact) and the invoice is presented.
Cell phones purchased in a physical store: if you purchased a cell phone in a physical store, the deadline for exchanging it due to a defect in the store itself is 3 days or use for up to 60 minutes. After one of these deadlines has passed, the store will not exchange it and you must contact the manufacturer or technical support.
Marketplace: Polly Closet Fashion does not exchange products from Partner Stores in physical stores. To exchange these products, you must contact the Customer Relations Center.
4. Return/exchange of defective product
4.1. The user may request the exchange or return of a defective product, upon presentation of the product with the label, without signs of use, CPF and Invoice, within the following period:
A. 07 (seven) days, counted from the receipt of products in the “Electronic” and “Watch” categories. After this period and within the period of 30 (thirty) days, the user must directly contact the “Accredited Technical Assistance” of the respective manufacturer, observing the product’s warranty period.
B. 30 (thirty) days, counted from the receipt of products in the “Fashion” and “Intimate Item” categories.
C. 30 (thirty) days, counted from the receipt of products in the ” “Cosmetics”.
5. General Conditions for Returning/Exchanging Products:
5.1 In the event of returning a product due to regret or defect, the customer must request the return through the website using their login details, follow the instructions received by email, and return the product by post or to a Polly Closet Fashion physical store within a maximum period of 7 (seven) days, so that it can be evaluated.
5.2 Failure to comply with any of the following conditions will result in Polly Closet Fashion refusing to “return/exchange” the product:
A. Products must be:
(i). placed inside out in their original packaging or inside a brown envelope/box. For the “Cosmetics” category, the product packaging must be sealed (intact) and labeled;
(ii). accompanied by:
(a). Accessories;
(b). Manual;
(c). DANFE (Electronic Invoice Auxiliary Document) or Tax Receipt;
B. The products will undergo a thorough technical analysis by the Polly Closet Fashion quality department within 7 (seven) to 10 (ten) calendar days and, if “misuse” by the user is confirmed, there will be no refund of the amount paid or exchange of the product and the damaged product will be returned to the user; only after this analysis will the deadlines for refund of payment and/or exchange of the product begin;
C. The user may exchange products in the “Fashion”, “Cosmetics” and “Watch” categories by going to a physical store or by contacting the Customer Relations Center. For the “Intimate Goods” and “Electronics” categories, product exchanges will only be made by contacting the Customer Relations Center.
6. Methods of returning or exchanging products
6.1 Return due to Change of Mind: To cancel and return the product, the customer must contact the Customer Relations Center.
6.2 Exchange: Polly Closet Fashion offers the possibility of exchanging Polly Closet Fashion products purchased on the website, APP or WhatsApp in its Physical Stores (except for the exchange of products in the “Intimate Goods” and “Electronics” categories, which must be done through the Customer Relations Center), quickly and easily.
6.3 Click and Collect Collection: Customers who opt for “click and collect” delivery, with a purchase on the website or App and delivery to the physical store, will not be able to exchange the product, even in the case of a defect, in any store. In this case, they must always look for the store where the product was collected for exchange. In addition, to request the right to regret, they must contact the Customer Relations Center.
6.4 In physical stores, the The user must choose between:
(i). Exchange the product for another (if the value of the returned product is less than the new one, the user may pay the difference, but if the value of the new one is greater than the returned one, the user may use the difference in other purchases or receive a voucher);
(ii). Receive an “exchange voucher” that:
(a). is valid for 30 (thirty) days;
(b). cannot be used for purchases on the website and APP, only in physical Polly Closet Fashion stores;
(c). is linked to the CPF of the holder of the returned purchase, which must be proven by presenting a photo ID, and cannot be used by third parties.
6.5 Exchanges processed through the Customer Relationship Center must follow the following rules:
(i). The costs of posting the product will be covered by Polly Closet Fashion;
(ii). The user may choose one of the options provided for in item 6.3 of chapter VII (product return/exchange policy) above, or opt for a refund of the amount paid;
(iii). The “exchange voucher” requested in “Contact Us” may be used in physical stores and in e-commerce.
(iv). The user must provide:
(a). The order number;
(b). the reason for the return/exchange;
(c). the characteristics of the product to be exchanged.
7. Procedures for refunding payment, by method
7.1. PIX:
7.1.1 For purchases paid with PIX, the refund will be made upon information of the data of the customer who made the payment within 72 (seventy-two) hours.
7.2 Credit Card: Polly Closet Fashion will notify the Credit Card administrator of the cancellation and will request a refund of the amount paid, which will appear on your invoice within 3 business days; If your credit card statement is in the closing phase, the refunded amount will be displayed on the next statement.â€
7.3 Polly Closet Fashion Card: Polly Closet Fashion will notify the Credit Card administrator of the cancellation and will request a refund of the amount paid, which will appear on your statement within 3 business days; If your Polly Closet Fashion card statement is in the closing phase, the refunded amount will be displayed on the next statement. In order to cancel, the customer must provide the cardholder’s details.
7.4 Exchange voucher: If the customer purchases an exchange voucher and cancels this voucher, the refund will be made according to the payment method used to purchase the original order, provided that the balance has not yet been used, even partially.
7.5 Gift card: The card can only be canceled by
IX. FINAL CONSIDERATIONS
Any timely changes to these “Terms and Conditions of Use of the Website”, in order to adapt them to possible new understandings of the Legislative and/or Judicial Powers, will be published on this website, through a new Edition.
Polly Closet Fashion acts as a mere provider of space in a virtual environment for certain Partner Stores, which is why it will not be held responsible for any failure in the provision of services by third parties.
This is the 4th Edition, published on August 8, 2024.
The user’s domicile is elected as the competent court to process and judge actions arising from controversies arising from these “General Terms and Conditions of Use of the Polly Closet Fashion Website”.
The customer authorizes Polly Closet Fashion to request and receive in favor of Polly Closet Fashion, through administrative or judicial means, the refund of amounts related to ICMS paid by it unduly in the purchase and sale transaction of goods that are the object of this contract, under the terms of art. 166 of the National Tax Code, a condition that has been in force since October 4, 2018.
