Exchange, Return and Cancellation Policy

1. Official Customer Service Channels

Requests for exchanges, returns, or cancellations must be formalized exclusively through official channels:

Online form: www.scheer.com.br/contato
Email: sac@scheer.com.br
Questions and support: (54) 3224.3066

The buyer must provide the order number, their personal information, and a detailed description of the reason for the request. Photographs and videos of the product and the installation location may be requested for analysis purposes.

2. Upon Receiving the Product

The buyer must inspect the product upon delivery , necessarily in the presence of the delivery person. If the product has damage, apparent defects, or does not match the order:

Refuse delivery;
Record the reasons for the refusal on the back of the invoice and/or delivery receipt;
Take photos and/or record videos demonstrating the problem;
Inform Scheer immediately via email or the contact form.

3. Exchange and Return due to Withdrawal (Right of Regret, Article 49 of the Consumer Protection Code)

Under the Consumer Protection Code, the buyer may cancel the purchase within 7 (seven) business days from the date of receipt of the product.

For this to happen, the product must:

It must be in its original packaging, with all manuals, accessories, and the invoice;
Show no signs of use or installation;
It has not suffered any damage or alterations to its original characteristics.

All costs related to exchanges or returns, including collection and return shipping, are the sole responsibility of the supplier.

The product must be packaged securely and preferably in its original packaging, under the buyer's responsibility.

4. Product with Damage, Discrepancy or Defect

Damage or Incorrect Product

You must notify us within 48 hours of receiving the product, sending photos or videos. The product will be collected from the same delivery address as the invoice. The collection time may vary depending on the location.

Defective Product

Scheer offers a 24-month warranty against manufacturing defects – as per the warranty policy included in the manual. If a defect is found:

The buyer must contact us within 48 hours of discovering the item;
Send photos/videos of the defect and the installation;
The product will be analyzed and, if a manufacturing defect is confirmed, it will be repaired or replaced within 30 calendar days of the item being received at the factory.

All costs related to exchanges or returns, including collection and return shipping, are the sole responsibility of the supplier.

Important: If no manufacturing defect is found, a repair quote will be issued, and the return shipping costs will be the customer's responsibility.

5. Product Return Conditions

All returned products must:

It must be in its original packaging, with all accessories, manuals, and invoice;
To be shipped with proper protection for transport;
To be free of any signs of use or installation.

Products shipped outside of these conditions will be returned to the buyer without prior notice.

6. Reimbursement of Amounts

The refund will be processed after the product is received and analyzed at the manufacturer's headquarters, within 7 business days. The timeframe and method of reimbursement vary depending on the payment method.

PIX: credit to the account indicated by the purchase holder within 10 business days;
Credit Card: refund within two subsequent billing cycles, according to the card issuer's processing times;

7. Limited Warranty – Terms and Exclusions

The warranty covers manufacturing defects, but does not apply in the following cases:

Changes or modifications to the product;
Repair attempts by unauthorized third parties;
Improper installation or installation outside the specifications of the manual;
Installation in outdoor environments without adequate protection;
Installation without ventilation or opening of the workbench as per the manual;
Installation in masonry is incompatible with the specifications in the manual;
Use of flammable materials in the installation;
Commercial use of residential products;
Damage caused by improper use, such as exposure to weather, sea air, or excessive heat;
Burning firewood in unsuitable models;
Water damage resulting from improper cleaning, infiltration, or the use of high-pressure jets, including oxidation, stains, and component/motor failures.

The warranty is non-transferable and expires at the end of the original term, even after replacements or repairs.

8. Special Warranty Tables

Table 01: Different warranty periods for coal or gas products.

Table 02: Consumable items with a reduced coverage period.

9. Final Considerations

Scheer is not responsible for:

Products shipped without prior authorization;
Accidents due to misuse, improper installation, or negligence;
Damage caused by third parties or natural phenomena (floods, fires, etc.);
Products with unauthorized repair attempts.

Before using the equipment, the customer should carefully read the technical manual.

Before any use, cleaning, or maintenance, it is essential to consult the technical manual.

Essential guidelines for proper use, cleaning, and lubrication are described in the product's technical manual.