Cancellation, Refund and Returns

1. Summary

• Before dispatch: cancel through support; the amount is refunded by the same method.
• Within 7 days of receipt: withdrawal right under article 49 of the Brazilian Consumer Code for sealed, unused products.
• Opened or consumed coffee: not accepted for withdrawal, except for defects, damage or wrong product.
• Defect, damage or error: replacement or refund, with return shipping paid by us when confirmed.
• Subscription: cancel before the next cycle to avoid a new charge; no fixed term.

2. Cancellation before dispatch

You can cancel an order before dispatch by contacting [email protected] or +55 48 99986-5474 with the order number. If the order has not yet been dispatched, we cancel it and refund the amount paid by the same method.

If the order is already in transit, you may refuse delivery or request a return after receipt under this policy. Shipping refunds depend on the reason: for withdrawal, the shipping paid is refunded; for refusal without a defect, outbound and return costs may be deducted where permitted by law.

3. Withdrawal right (7 days)

Where Brazilian consumer law applies, the withdrawal period is 7 calendar days from receipt of the product. No reason is required. The product must be sealed, untampered with, show no signs of use and be in its original packaging.

If the request is made within the period and the conditions are confirmed, we cancel the purchase and request a full refund of the amounts paid, including shipping, by the same payment method. Return shipping for withdrawal is free for consumers in Brazil; we will send instructions and a label where applicable.

If the product is not in the above conditions, we may refuse the withdrawal return, without prejudice to rights relating to defects.

4. Opened or consumed coffee

Because coffee is a perishable food product, we do not accept withdrawal returns or returns based on taste preference for opened, tampered with or consumed coffee. This protects food safety and product integrity.

If there is a quality problem, packaging integrity issue, strange aroma, mould, foreign body or a mismatch with the description, contact us within 30 days of receipt with photos, order number and lot. We will assess it and, if confirmed, replace or refund, with return shipping paid by us.

5. Defective, damaged or wrong product

If you received a product different from your order, with tampered packaging, damaged in transit or defective, contact us within 7 calendar days of delivery (or 30 days for apparent defects in non-durable products, under the Brazilian Consumer Code), with photos showing the problem and the order number.

Once the problem is confirmed, you may choose replacement, credit or a full refund, subject to availability. Return shipping is paid by us. If the product is out of stock, the refund will be full.

6. FLUXO Monthly subscription

You can cancel the subscription at any time, with no fixed term, through the Stripe portal linked in the receipt or through support. Cancellation stops future charges and new cycle shipments.

To avoid the next cycle's charge, cancel at least 2 business days before the renewal date. If a charge occurs after a timely cancellation request, we will review and correct it.

Amounts already paid for delivered cycles are non-refundable, except for defects, incorrect charges, a more favourable specific offer or a legal right. If the cycle's coffee has not yet been shipped, we may cancel the shipment and refund the corresponding amount.

7. How to request

Email [email protected] with the subject Cancellation, refund or return or call +55 48 99986-5474. Please include:

• full name and the email used for the purchase;
• order number;
• product and lot;
• reason and the requested outcome (cancellation, exchange or refund);
• photos where there is a defect, damage or wrong product.

Never send your password, security code or full card number. We may ask for proportionate identity confirmation to protect the account holder.

8. Refund method and timing

After approval and, where there is a return, after receiving and checking the product, we request the refund to the same payment method. The time to appear depends on the method, the financial institution and Stripe's rules:

• Card: the credit may appear on the current or a later statement, depending on the closing date and issuer.
• Pix: the refund follows Stripe and the receiving institution; a Pix key may be required.
• Other methods: additional data may be required in the provider's secure environment.

FLUXO follows the request and provides the provider's confirmation where available, but does not control the bank or card issuer's internal timing after processing. As a rule, we request the refund within 5 business days of approval.

9. International purchases

For consumers in Brazil, CDC rights apply, including the 7-day withdrawal. For consumers in other countries, the mandatory rules of their jurisdiction apply. For international returns due to withdrawal or preference, return shipping, taxes and customs fees may be the buyer's responsibility, unless the law requires otherwise. In case of defect, damage or wrong product, FLUXO covers standard return shipping, subject to instructions and evidence.

International refunds are made in the original purchase currency (USD) by the same method, subject to exchange-rate variation and the issuer's rules.

10. Payment disputes

Before opening a dispute with your bank, we recommend contacting FLUXO for a faster solution. This does not prevent you from exercising rights with the issuer, Stripe or consumer protection bodies. Fraudulent or unfounded disputes may result in the preventive suspension of benefits and the submission of evidence of the purchase, acceptance and product delivery.

11. Support and dispute resolution

We will reply with a reference or acknowledgement and review the request in good faith. If you disagree with the outcome, you may ask for a review through the same channel, as well as contact consumer protection bodies, the consumidor.gov.br portal and the courts. No provision of this Policy excludes a mandatory right under law.

Contact: [email protected] · +55 48 99986-5474.