STORE POLICIES — NeqiVa

Last Updated: September 28, 2026

Welcome to NeqiVa. This page sets out the policies and terms that explain how our purchasing, shipping, exchanges, returns, refunds, and data usage processes work.

Customer Support:

• WhatsApp: +55 11 98665-1797

• Email: neqiva26@gmail.com

• Hours: Monday to Friday — 9:00 AM to 6:00 PM

• Average response time: 24 business hours

Table of Contents

1. Shipping and Delivery

2. Exchanges, Returns, and Refunds

3. Privacy Policy (LGPD)

4. Terms and Conditions of Use

5. Cookies and Technologies

6. Contact and Support

1) Shipping and Delivery

1.1 Order Processing

After payment confirmation, the order will be processed (picking and packaging) within 1 business day.

1.2 Delivery Time

Delivery times may vary depending on:

• ZIP code/Region

• Product availability

• Logistics/Carrier

The estimated delivery time is provided at checkout, before the purchase is completed.

Average estimated delivery time (optional): 7 business days.

1.3 Shipping Cost

Shipping costs are automatically calculated at checkout according to the ZIP code and applicable shipping rules. In the event of a promotional campaign (e.g., free shipping), the applicable conditions will be clearly stated on the website.

1.4 Tracking

When available, the tracking code will be sent by EMAIL/WHATSAPP after the order has been shipped/dispatched.

1.5 Delivery Attempts and Incorrect Address

Customers are responsible for providing the correct shipping address. If an order is returned due to an incomplete/incorrect address or because no one was available to receive it, reshipping may require payment of a new shipping fee or may result in a partial refund, depending on the circumstances and logistical costs involved.

1.6 Delays and Events Beyond Our Control

Delays may occur due to external factors, such as periods of high demand, logistical issues, weather conditions, strikes, or local restrictions. If a delay occurs, our support team will provide assistance through the available support channels.

2) Exchanges, Returns, and Refunds

2.1 How to Submit a Request

To request an exchange, return, or refund, please contact us through:

• WhatsApp: +55 11 98665-1797

• Email: neqiva26@gmail.com

Please provide:

• Order number

• Buyer's name

• Reason for the request

• Photos/videos, when applicable in cases of defects or damage

2.2 Request Deadline

The deadline to request an exchange or return is 7 calendar days after receipt of the product.

Important: This deadline should be aligned with your actual business operation and the rules applicable to your type of product. If you have any questions, please consult a legal professional.

2.3 Product Conditions for Returns or Exchanges

For a request to be eligible, the product must be:

• [Free from signs of use / in its original packaging / with all accessories / etc.]

• [With the label/seal intact, when applicable]

We reserve the right to deny a request if improper use, misuse, or missing items/accessories included with the product are identified.

2.4 Defective or Damaged Products

If the product arrives defective or damaged, we will evaluate the case and provide instructions regarding an exchange or refund according to the analysis and supporting evidence, such as photos or videos.

2.5 Refunds

If approved, the refund will be processed through:

• [The original payment method / credit card reversal / Pix / store credit]

Estimated processing time after approval: 1 business day. This period may vary depending on the payment method and payment providers.

2.6 Return Shipping Costs

The following rules apply and should remain consistent with our actual operating procedures:

• In case of defect/damage: [The store covers the shipping cost / Provides instructions for the return procedure]

• In case of cancellation/change of mind: [The customer covers the shipping cost / Store-specific rules apply]

2.7 Non-Eligible Items, If Applicable

Certain items may not be eligible for exchange or return due to hygiene, personal-use, or consumption-related reasons, when applicable.

Examples include: [e.g., intimate products, opened cosmetics, personalized items].

If you sell this type of product, please list the applicable products clearly in this section.

3) Privacy Policy (LGPD)

NeqiVa respects the privacy of your personal data. We use personal information only to process orders, provide customer support, and improve your experience.

3.1 Information We Collect

We may collect:

• Name, email address, and phone number

• Shipping and billing address

• Payment information (processed by payment providers; we do not store sensitive payment information beyond what is necessary)

• Order history

• Browsing data (e.g., IP address, device information, pages accessed), when applicable

3.2 How We Use Your Data

We may use your information to:

• Process purchases, payments, and deliveries

• Provide customer service and support

• Prevent fraud and ensure security

• Improve the website and customer experience

• Send marketing communications, when authorized and applicable

3.3 Sharing Data with Third Parties

When necessary, your data may be shared with essential partners involved in our operations, such as:

• Payment providers

• Shipping and logistics services

• Email/CRM services

• Advertising and analytics platforms, when applicable

Such sharing is carried out for the purpose of providing the services and/or improving the customer experience, in compliance with applicable legislation.

3.4 Your Rights Under the LGPD

You may request:

• Access to your personal data

• Correction or updating of your information

• Deletion, when applicable

• Information regarding the use and sharing of your data

To submit a request, contact us at:

Email: neqiva26@gmail.com
WhatsApp: +55 11 98665-1797

3.5 Data Security

We adopt appropriate security measures to protect your personal data. However, no system is completely immune to security risks.

In the event of a relevant security incident, we will follow the appropriate procedures for communication and mitigation in accordance with applicable legislation.

4) Terms and Conditions of Use

By purchasing from NeqiVa, you agree to these terms and conditions.

4.1 About the Store

NeqiVa sells home and kitchen products to consumers in Brazil.

Responsible Party Information (optional):

• Legal Name/Name: NeqiVa

• CNPJ/CPF: 336.696.838-95

• Address (optional): Avenida Sargento Geraldo Santana, 660 — Jardim Taquaral — São Paulo, SP, Brazil

4.2 Product Information

We strive to present product descriptions and images as accurately as possible. However, there may be variations in:

• Color/shade due to screen settings and lighting

• Batch/model

• Minor specifications provided by suppliers

4.3 Prices and Promotions

Prices and promotional offers may be changed without prior notice, while respecting orders that have already been successfully completed.

4.4 Customer Responsibility

Customers are responsible for:

• Providing accurate information during checkout

• Monitoring communications regarding their order

• Ensuring that someone is available to receive the order at the provided address

4.5 Improper Use and Fraud

We may cancel orders suspected of fraud or inconsistencies involving payment information or customer data, following an appropriate review.

5) Cookies and Technologies

We may use cookies and similar technologies to:

• Maintain website functionality

• Remember user preferences

• Measure performance and improve the customer experience

• Personalize advertisements, when applicable

You can manage cookies through your browser settings.

6) Contact and Support

Official Contact Channels:

• WhatsApp: +55 11 98665-1797

• Email: neqiva26@gmail.com

• Hours: Monday to Friday — 9:00 AM to 6:00 PM