Given that Kollid offers a distribution channel for new products from international partners (“Marketplace”);
Given the customer’s interest in purchasing products offered by Kollid (“Products”) and marketplace partners (“Partners”) through their online sales channels;
The purpose of this contract is to define the general terms and conditions for using and purchasing products through the Kollid website (https://kollid-shop.com/).
1. Privacy
1.1. Kollid is responsible for ensuring the confidentiality of all data and information provided by the customer during the purchase process.
1.2. The customer agrees not to disclose website passwords to third parties and to take necessary measures to keep their data confidential. If the customer becomes aware or suspects unauthorized access to their passwords, they must notify Kollid so appropriate action can be taken.
1.3. By completing the registration, the customer declares that the information provided is accurate, true, and complete, and understands that false declarations may incur criminal and civil liability under Brazilian law.
1.4. The customer expressly agrees that Kollid may share personal data and information with other companies in its economic group, Xiaomi subsidiaries, and authorities, when necessary for the purchase process and legal compliance.
1.5. Data may also be shared with return agents, where required to process returns of international purchases in accordance with applicable law.
2. Customer Service (SAC)
2.1. Customers may use this service to ask questions, make requests, or file complaints regarding their orders or website content. SAC can be reached by phone, via the contact form on the website, or by email at kollid.shop@gmail.com, all available in our Help Center.
3. Delivery Terms
3.1. Delivery time is provided during the purchase process and calculated in business days. Deliveries occur Monday through Friday, 8:00 AM to 10:00 PM, with occasional deliveries on weekends and holidays.
3.2. Customers must verify product dimensions and ensure they fit through elevators, doors, and hallways at the delivery location. No assembly/disassembly or delivery via stairs, windows, or lifting will be performed.
3.3. Up to three delivery attempts will be made on different days with up to 48 hours between each. An authorized adult (18+) must be present with ID to receive and sign for the delivery. After three failed attempts, the order is returned to Kollid’s distribution center.
3.4. Once the order is finalized, it is no longer possible to change the payment method, delivery address, or request expedited delivery.
3.5. Delivery time considers inventory, location, billing, and product preparation time. Customers will receive email updates about order status automatically.
3.6. Shipping costs depend on factors such as delivery location, product weight, and size.
3.7. Delivery personnel are not permitted to:
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Enter the residence;
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Deliver through unconventional means (e.g., windows);
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Install or maintain products;
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Open packaging;
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Deliver to any address not listed on the invoice (DANFE);
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Deliver to minors or individuals without ID.
3.8. Kollid is not responsible for goods held by customs due to customer-specific issues. In such cases, only the involved parties will receive the necessary information for clearance.
3.9. Clauses 3.1 to 3.8 also apply to products sold and delivered by marketplace partners.
3.10. For the purposes of this contract, the customer is considered the importer of the product and is solely responsible for the international purchase. Kollid merely facilitates the transaction.
3.11. The customer acknowledges that international partners are fully responsible for their listed products, including features and delivery, in compliance with Brazilian international trade laws and regulations.
3.12. The customer is subject to Kollid’s Shipping and Delivery Policy.
4. Right of Withdrawal
4.1. Customers may withdraw from a purchase and return a product under the following conditions:
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Withdrawal period is 7 calendar days from the date of receipt.
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Products must be returned in the original packaging or the packaging in which they were delivered, including the invoice (DANFE) and all original accessories.
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For fashion, CDs, and DVDs, labels/seals must be included.
4.2. Returns must be initiated through SAC. Kollid covers shipping costs if the return is due to a factory defect. Otherwise, the customer bears the return costs.
4.3. Once received at the distribution center, Kollid will verify compliance with return conditions. If met, a full refund is issued.
4.4. For credit card purchases, the issuer is notified, and the refund appears on the next or subsequent statement. Refund time depends on the card provider. The full amount is refunded regardless of the number of installments.
4.5. For payments via bank transfer, or direct debit, the refund is made via bank deposit within 10 business days to an account under the customer’s name and CPF. If not possible, a payment order will be issued for collection at Banco Itaú with ID and CPF.
4.6. For purchases made with vouchers or alternative methods, the refund is made in the form of a voucher or using the original payment method.
4.7. Kollid is not obligated to refund purchases that do not meet the above conditions.
5. Return and Exchange Conditions
5.1. All incidents involving returns or exchanges are handled according to applicable Brazilian law.
5.2. Products with factory defects can be returned within 7 days of receipt, or exchanged for size/fit issues within the same period under the same conditions.
5.3. Kollid covers shipping for returns involving factory defects.
5.4. Returns for other reasons must be in original packaging, with all accessories and documentation, and in the same condition as delivered.
5.5. Returned products must include the invoice (DANFE).
5.6. Kollid reserves the right to inspect returned products to verify the cause and condition. If due to factory defect, return costs are covered by Kollid. Otherwise, costs fall to the customer.
5.7. Products must not show signs of use, damage, or alteration. Items that do not meet return conditions will not be accepted.
6. General Provisions
6.1. Kollid reserves the right to modify the site’s terms, prices, shipping fees, and delivery times at any time without prior notice.
6.2. In the event of disputes, the court of the customer’s residence shall have jurisdiction.
For assistance, please email us at kollid.shop@gmail.com
Thank you – we’re here to help!
The Kollid Team 🔗