Refund Policy

Last updated: 2026-09-17

This policy explains when an order placed with Norte Aquecedores Ltda., registered under CNPJ 53.793.829/0001-55, with its registered address at Avenida Nova Cantareira, 1058, Tucuruvi, Sao Paulo - SP, 02330-001, Brazil can be cancelled or refunded, and how the refund is processed. It applies in addition to, and never in reduction of, the rights granted by the Brazilian Consumer Protection Code.

1. Right to withdraw

For purchases made remotely, through this website, by e-mail or by telephone, you may withdraw from the purchase within 7 (seven) calendar days of receiving the service confirmation, without needing to give a reason. To exercise this right, write to [email protected] with your order reference.

2. Services already performed

Where a service has already been performed at your request, the withdrawal right applies to the part not yet executed. Amounts corresponding to work already carried out, materials already applied and travel already undertaken remain due, and will be itemised for you. Where a diagnostic visit fee was charged and the repair was subsequently approved, that fee is credited against the service as informed at the time of booking.

3. Faulty or incorrect work

If a service does not deliver the agreed result, notify us within 48 hours of completion, with photographs where applicable. We will return to site and correct the work at no additional cost. Where correction is not possible, the corresponding amount is refunded. Transit damage must be recorded on the delivery note in the presence of the carrier whenever possible, as that record is what allows us to resolve the case quickly.

4. Warranty

Legal warranty applies to every service we supply, in addition to any manufacturer warranty, which is stated on the invoice. Warranty does not cover damage caused by misuse, intervention by unauthorised third parties, electrical surges, inadequate installation carried out by others, or lack of the maintenance specified by the manufacturer.

5. How refunds are processed

• Refunds are made through the same payment method used in the purchase, unless another method is agreed in writing.
• Card payments are refunded to the card issuer; the time for the credit to appear on your statement depends on the issuer.
• Bank transfers and instant payments are refunded to an account held by the purchaser.
• Once the refund is approved, we process it within 10 business days and confirm it to you by e-mail.

6. Cancellation before execution

Scheduled services may be cancelled free of charge up to 24 hours before the agreed window. Cancellations inside that period, or a technician arriving to find no access to the site, may incur the travel charge stated in the quotation.

7. How to request

Send your request to [email protected], or call +55 (11) 5554-0050, with the order or invoice reference, the reason and, where relevant, photographs. We confirm receipt, state what is needed to proceed and keep you informed until the case is closed.