I’d love to just write “good luck” but I’m feeling like saying a little more. I bought some headphones the other day from a major department store that has an electronics section. Every time I used them, the part that goes in one’s ears, ended up hurting them. It’s just too big and I’d figure that they probably hurt most people’s ears. Well, I go into the store 4 days later and I’m told there’s a 3-day return policy.
If your store’s policy on returning items that can be defective is only a few days or less, you have to know you are selling crappy products. I get it, I do. The less time you give the customer to return a defective product, the more likely you will keep the money spent when they trusted in your brand by spending money in your store. That’s R$25 out the window…
A few months ago, I bought a TIM-branded 3G modem for my computer. The contract was to be 60R per month. I spent over an hour in the store plus time doing some online comparisons and time getting to the store and back. Over 5 days, I tested it in different areas. The service was always very crappy at home (and I even tried using it in one of the most affluent neighborhoods in Rio), literally going in and out every minute, plus the program for connecting online was faulty. I called their customer service number and after going through the loops and waiting, I finally got told that to resolve any issues, I have to go into their store in person.
I make my way all the way down there again and wait to be attended, one guy talks to the other while handling my receipt, then they go in the back room for a minute, and when they come out, I’m shown a “magical” inked stamp on the back of the receipt that effectively says “return policy: 24 hours”. That’s R$100 (for the device) out the window…
Lesson? Make sure you fully understand the return and exchange policy of any item you buy in Brazil, especially electronics. If you’re expecting 14 to 30 day return policies like they have back home, you might as well just throw your money in the oven (it’ll save you time).