Quick answer: check the tracking and contact our team with the shipment code and photos of the problem. Defective, damaged or incomplete products can be reported within 30 days (non-durable items, like printed materials) or 90 days (durable items) after delivery. The review takes up to 5 business days.
The shipment didn't arrive
- Open the shipment in Envios (Shipments) and check the status and tracking. See Track shipments.
- Tracking stopped or late: carriers work with estimated lead times and don't deliver on weekends and holidays. If the deadline has passed, contact us.
- It says "delivered", but the person didn't receive it: ask them to check with the front desk, reception or neighbors. If it doesn't turn up, contact us with the shipment code so we can open an inquiry with the carrier.
- It returned to beuni: see Fix it: wrong address or a shipment that returned to beuni.
Important: delivery is proven by the signed receipt, the confirmation on the Correios or carrier website, or the invoice stub. A wrong address or detail in the shipment causes delays and new freight to resend.
It arrived damaged, defective or incomplete
At delivery: if the package is open or crushed, or the product is damaged, different from the order or missing items, the recipient can refuse the delivery. Then let our team know.
After receiving it: contact us within the deadline and send:
- ☑️ The shipment or order code
- ☑️ Printed materials: a photo of the defect and a photo showing how many units of the batch have the problem
- ☑️ Gifts: photos of the problem. If the team asks for a return, the item goes back in its original packaging, with the invoice, manual and accessories
Send it to meajuda@beuni.com.br or via WhatsApp +55 11 93039-0062.
Deadlines to complain
| Type of item | Deadline, from delivery |
|---|---|
| Non-durable (printed materials and consumables) | 30 days |
| Durable (bottles, mugs, backpacks) | 90 days |
| Defect that only shows up with use | Counts from when the defect appears |
What happens next
- Review in up to 5 business days. We let you know if the complaint was accepted.
- Accepted: beuni has up to 30 days to fix it. If it isn't fixed, you choose between replacing it with the same item, swapping it for another (paying or receiving the difference), getting your money back or keeping credits. beuni pays the freight for the replacement or return.
- Not accepted: if the item was sent for review, it comes back to you with the assessment, and you pay the freight.
What doesn't count as a defect
- Small color variation between the artwork on screen and the product
- A difference of up to 4 mm in the cut or in the position of the print
- An error that was already in the approved artwork
Important: customized products aren't returned for a change of mind, only for defects, damage or a shipment different from the order. The full rules are in the Terms of Use (in Portuguese).