Customer Service Policy

CUSTOMER SERVICE POLICY – MEU BRASIL ONLINE

This Customer Service Policy describes the support channels, response times, and procedures for the Meu Brasil Online online store, operated by Rodrigo Loureiro (individual sole proprietor, d/b/a Meu Brasil Online), Miami, Florida. Our goal is a safe, transparent, and satisfying shopping experience for every customer.

1. Support Channels

Customer support is available through our official channels:

  • Email: atendimento@meubrasilonline.com
  • WhatsApp: for order and support questions
  • Contact form: available at https://meubrasilonline.com

2. Support Hours

Monday to Friday, regular business hours (Eastern Time). Weekends and U.S. public holidays: no support. Messages received outside support hours are answered on the next business day.

3. Response Times

  • General enquiries: up to 2 business days
  • Complaints and return requests: up to 3 business days
  • Urgent situations (e.g., defective product, delivery error): up to 1 business day

4. What We Can Help With

Order information (status, tracking, estimated delivery); cancellation requests before dispatch; return, exchange, or refund requests; product and availability questions; payment or billing issues; complaints about damaged, missing, or incorrect products; order changes before dispatch; and account questions.

5. Information We Need

Please include your order number, the full name and email used at checkout, a clear description of the issue, and photos of the product (required for damaged, incorrect, or defective items).

6. Complaints

We handle all complaints seriously. You will receive an email confirmation and an estimated resolution timeline; unresolved cases are escalated internally for senior review.

7. Limitations

Support cannot change the payment method or delivery address after order confirmation, accept returns outside the 30-day window (or 48 hours for perishables), or process refunds to third parties (only to the order holder). See our Refund & Return Policy for details.

8. Contact

Email: atendimento@meubrasilonline.com · Website: https://meubrasilonline.com
Rodrigo Loureiro (d/b/a Meu Brasil Online), 601 Brickell Key Drive, Miami, FL 33131, United States.