With the arrival of the most intense commercial period, marked by end-of-year shopping and the anticipation of Christmas, consumers’ need for attention in commercial transactions also increases.
To avoid losses and ensure a safer shopping experience, the Consumer Protection Institute DF (Procon-DF) has published a series of guidelines that help the population know and exercise their rights.
According to Procon, in the case of purchases made in physical stores, it is important to know that the merchant is not obliged to exchange faultless products. However, when the possibility of exchange is informed at the time of purchase, whether verbally, in writing or on posters, this condition becomes an integral part of the offer and must be fulfilled.
In the event of defective products, the legislation provides that the supplier has a maximum period of 30 days to resolve the problem. If the deadline is not met, the consumer can choose between replacement of the item, reimbursement of the amount paid or a proportional reduction in the price.
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In electronic commerce, the rights are even broader. Purchases made on the Internet guarantee the consumer what is called the right of regret, which allows him to withdraw from the purchase within seven days of receipt of the product, without the need to justify.
Another fundamental point is respecting delivery times, particularly on commemorative dates. In the event of a delay, the customer can cancel the purchase with a refund, keep the order or request an equivalent product.
To avoid scams and digital fraud, Procon-DF reinforces the importance of verifying the origin of the website, verifying that the email address is indeed the official address of the store and observing the presence of the security padlock in the browser bar.
Delivery times and gift cards
Paying attention to deadlines is also a decisive factor. The agency advises consumers to keep receipts and make records, such as screenshots, of the delivery time provided at the time of purchase, as this data can be used as evidence in the event of a problem.
When the donation depends on a specific date, such as December 24, it is essential to specify this condition. Claims regarding high order volume do not relieve the Company of any liability.
When purchasing gift cards, consumers should carefully analyze the rules of use. The validity of the card must be reasonable, generally between six and 12 months, because very short periods can be considered abusive.
It is also important to check whether there are any activation fees, whether the card can be used in physical and virtual stores and how the remaining balance is used. In the event of loss or misplacement, it should be confirmed whether the company allows reissue upon presentation of proof of purchase.
Complaint
According to Procon-DF inspection director Rafael Oliveira, the first step when dealing with any problem is to contact the retailer directly. If there is no solution, the consumer can resort to Procon mediation or file a complaint so that an inspection can be triggered.
Services are available through the agency’s website, by calling 151 and at any of the ten physical offices in the Federal District.
Finally, Procon-DF emphasizes that financial planning is essential this time of year. With the increase in purchases from Black Friday until Christmas, it is recommended to organize your budget, evaluate payment terms, pay attention to exchange and delivery times and be particularly careful, especially when purchasing online.
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