INNOVCABLE POLICIES

3. Exchange and Return Policy (E-commerce)

Below you will find our complete policy for purchases made on the website (online store), learn in which situations it is possible to exchange or return the purchased product and how to proceed.

1) Dissatisfaction or withdrawal

In cases of regret, withdrawal, or dissatisfaction, returns will not be accepted.

Innovcable operates on a make-to-order model, offering special cuts and customized products. We cater to the customer's needs, and for this reason, we do not offer exchanges under these conditions.

Always verify your purchase before finalizing it. If you have any questions, please do not hesitate to contact our team through the following channels:

• Telephone: 11 - 30906855

• e-mail ecommerce@innovcable. Com.br

• WhatsApp 19 98100-0711

Tips to ensure a successful purchase

• Read the product description and specifications carefully.

• Confirm:

  • Number of lanes;

  • Gauge: mm² or awg;

  • Conductor: Whether bare or tinned copper, construction class, stranding class 2, class 4, class 5, class 6

  • Insulation: The material being used

  • Insulation voltage (the voltage the cable can withstand).

• Verify the quantity (consider possible curves or bends in the installation path).

2) Incorrect Product

If you received your product incorrectly, please follow these steps for an exchange or return:

2-a) Separate the following photos for submission:

• Photo of the internal roads;

• Photo of the roll/spool (showing the entire material);

• Photo of the Innovcable label with the invoice number and length;

• Photo of the cable description – part of the written text indicating the number of conductors/gauge of the cable shipped;

We request this information in order to validate the product received and verify any errors during the delivery process.

2-b) Contact us through the following channels:

With the order number and invoice number in hand, inform them that you would like to contact the person responsible for the E-commerce/online store department and follow the instructions given by the employee who assists you.

• Telephone: 11 - 30906855

• e-mail ecommerce@innovcable. Com.br

• WhatsApp 19 98100-0711

Deadlines and processes

• Return request: response within 2 business days.

• You must choose between receiving a new shipment of the correct product (with free shipping) or canceling the purchase.

• In case of cancellation, please specify your preference: refund or credit for your next purchase (unlimited period). If paid by credit card, the refund will be credited back to your card account.

• Innovcable is responsible for collecting the material (at no additional cost).

• In the case of a CNPJ return, the company must issue a return invoice.

• The material must be properly packaged, just as it was when received. Otherwise, the carrier may refuse delivery.

• Innovcable may refuse to accept the return of the material if it is damaged, defective, or if there are discrepancies in the quantity shipped.

• We do not cover expenses for shipping companies not recommended by us.

• Material inspection upon receipt: up to 2 business days.

• Returns will only be accepted if the item has not been used.

• The exchange or return process will only proceed once the product has been returned to the company and evaluated.

Note: For purchases made via credit card with a refund request on the statement, the timeframe will be determined by the card issuer and may take up to two billing cycles. For other payment methods, the customer's bank details will be requested for the deposit to be made into an account, which will only be made to the same CNPJ (Brazilian company tax ID) or CPF (Brazilian individual tax ID) as the buyer.

3) Defective product

If the product you received has a manufacturing defect, follow these steps for exchange or return:

3-a) Separate the following photos for submission:

• Photo of the defect (if it is visible);

• Photo of the internal roads;

• Photo of the roll/spool (showing the entire material);

• Photo of the Conduscamp label with the invoice number and dimensions;

• Photo of the cable description – part of the written text indicating the number of conductors/gauge of the cable shipped;

We request this information in order to validate the product received and verify any errors during the delivery process.

3-b) Contact us through the following channels:

With the order number and invoice number in hand, inform them that you would like to contact the person responsible for the E-commerce/online store department and follow the instructions given by the employee who assists you.

Deadlines and processes

• Return request: response within 2 business days.

• You must choose between having the product reshipped (with free shipping) or canceling the purchase.

• In case of cancellation, please specify your preference: refund or credit for your next purchase (unlimited period).

• Innovcable is responsible for collecting the material (at no additional cost).

• In the case of a CNPJ return, the company must issue a return invoice.

• The material must be properly packaged, just as it was when received. Otherwise, the carrier may refuse delivery.

• We do not cover expenses for shipping companies not recommended by us.

• Material inspection upon receipt: up to 2 business days.

• Returns will only be accepted if the material has not been used and if there are no missing meters.

• The exchange or return process will only proceed once the product has been returned to the company and evaluated.

• The shipping time for the new product will depend on stock availability or manufacturing. We will inform you of a date, and the customer can then decide whether to wait or proceed with the refund.

• The refund or replacement process will only begin after the product has been received and analyzed during the inspection process.

Note: For purchases made via credit card with a refund request on the statement, the timeframe will be determined by the card issuer and may take up to two billing cycles. For other payment methods, the customer's bank details will be requested for the deposit to be made into an account, which will only be made to the same CNPJ (Brazilian company tax ID) or CPF (Brazilian individual tax ID) as the buyer.

4) Product damaged in transit

Our products are transported in a way that preserves the original quality of the material. If the product shows any apparent damage upon delivery, or if the packaging is damaged, you should refuse to accept it at the time of delivery and contact us. Our reels are shipped with both ends sealed with a security seal label.

Upon receiving the product, please check its condition. You have up to 3 days after receiving it to report any negative issues. After this period, returns or exchanges will not be accepted.

If an authorized third party receives your order, they must be able to check the condition of the product and refuse it if there are any problems.