100% SATISFACTION GUARANTEE PROGRAM GUABI NATURAL
We believe in the quality of our products, which is why they are part of our 100% Satisfaction Guarantee program. This program allows you to request a refund if, for any reason, your pet does not adapt to our food when consuming it for the first time, in accordance with the conditions established in the Program Regulations.
To submit your request, please read the program regulations carefully and click 'Advance.'
REGULATIONS FOR THE 100% SATISFACTION GUARANTEE PROGRAM
MOGIANA ALIMENTOS S/A, a private legal entity, hereinafter simply referred to as the PROMOTER, registered under CNPJ/MF no. 45.710.423/0001-33, State Registration no. 244.286.072.116, located in the city of Campinas-SP, at Rua das Magnólias, no. 2405, CEP 13050-089, Jardim das Bandeiras, and its branches, presents its 100% SATISFACTION GUARANTEE PROGRAM, which is exclusive to the final consumer. It is strictly prohibited for Distributors, Wholesalers, Commercial Representatives, Pet Shops, Veterinary Clinics, Agricultural Stores, and any other type of commercial, production, or research establishment. This Program is valid only for products purchased in the national market, under the conditions described below:
1. OBJECTIVE OF THE 100% SATISFACTION GUARANTEE PROGRAM
With the experience gained over years dedicated to animal nutrition, the PROMOTER develops and offers its consumers pet food manufactured with the highest technology. Believing in the quality of its products and concerned with the satisfaction of its consumers, the PROMOTER offers the 100% SATISFACTION GUARANTEE PROGRAM, which aims to provide a refund for the amount paid for the product, as per these regulations, should the consumer not be satisfied with the purchase. The PROMOTER assumes this commitment to its consumers. For a dog or cat to properly adapt to a new food, it is important to remember that the transition from a previous food to a new one should occur gradually, over at least 5 days, as per the indicative table described on the food packaging. Normally, after the transition period between the two foods, the animal adapts and regularizes its consumption of the new food.
2. DEFINITION OF PRODUCTS PARTICIPATING IN THE 100% SATISFACTION GUARANTEE PROGRAM
Foods participating in the 100% SATISFACTION GUARANTEE PROGRAM are identified on their packaging with the words: “100% SATISFACTION GUARANTEED” and specifically cover the Guabi Natural High Premium dry food line, excluding wet foods.
3. PROCEDURE FOR REQUESTING A FOOD EXCHANGE PURCHASED IN A PHYSICAL STORE
The exchange of a food product participating in the 100% SATISFACTION GUARANTEE PROGRAM, purchased in a physical store, can ONLY be carried out at the physical store where the purchase was made. The exchange may be for another food from the same product line or for any other food sold at the physical store where the original purchase was made. Any and all requests for food exchanges purchased in a physical store must be made through the website https://guabinatural.com.br/. Only requests made within 30 (thirty) days from the date of purchase stated on the invoice or sales receipt issued at the time of purchase of the food to be exchanged will be accepted. The exchange is limited to 1 (one) opened package (we emphasize that unopened packages will not be exchanged), with a total of 2 (two) exchange requests allowed per year, meaning 2 (two) different packages may be exchanged within a 12 (twelve) month period for the same CPF (Brazilian individual taxpayer ID). The exchange or refund is valid only for the first purchase. The program does not apply to cases where the pet stopped accepting the food after already consuming Guabi Natural foods. On the website corresponding to the food to be exchanged, the consumer must provide the following details: full name, full address, contact telephone number, identification document numbers (RG and CPF), and occurrence data (food information, purchase details from the invoice or sales receipt, and the place of purchase). The consumer may choose the type of exchange, with the possible options being: (i) exchange for another food from the same line; or (ii) exchange for any other food sold at the physical store where the original purchase was made. For cases of form submission via the websites, it is MANDATORY to attach a legible and complete copy of the invoice or sales receipt for the food to be exchanged in the specific field (no image cropping). Subsequently, upon providing the data, it will be validated against the documents within 72 hours. After this assessment, if the request complies with the regulations described herein, an EXCHANGE AUTHORIZATION PROTOCOL containing numbers will be sent to the registered email address. The EXCHANGE AUTHORIZATION PROTOCOL must be presented to the physical store where the purchase was made to complete the exchange, which has a maximum period of 30 days from the purchase date informed on the invoice or sales receipt. For the exchange to be finalized, the original packaging must be presented to the physical store where the purchase was made, along with the EXCHANGE AUTHORIZATION PROTOCOL. As this is a perishable product, the exchange of the food by the consumer can only occur if the product to be exchanged is still within its validity period and in its original packaging. Exchange requests for food with an expired validity date will not be accepted. The original packaging must contain: (i) validity/manufacturing/lot data; (ii) validity date greater than or equal to 30 (thirty) days; and (iii) at least 70% (seventy percent) of the food (e.g., a 15 kg package must contain 10 kg or more of the food). Packaging with missing or illegible validity/manufacturing/lot data will not be accepted. For packaging with missing or blurred validity/manufacturing/lot data, the request will be considered invalid, and therefore, the exchange cannot be performed. Concerned with providing the best for its consumers, the PROMOTER may send an automatic email within 60 (sixty) days containing a satisfaction survey, if the consumer opts to receive email information when filling out the food exchange request form on the website. Consumer feedback is essential for us to always improve our services.
4. PROCEDURE FOR REQUESTING FOOD REFUND
The consumer who purchases a food product participating in the 100% SATISFACTION GUARANTEE PROGRAM and is not satisfied, if the dog or cat does not accept the food when offered for the first time (replacement of another brand's food), may choose to be refunded the amount paid for the food, as per the invoice or sales receipt of the purchase. Any and all food refund requests must be made through the Guabi Natural website. The website for participating foods is https://guabinatural.com.br/. Only requests made within 30 (thirty) days from the date of purchase stated on the invoice or sales receipt issued at the time of food purchase will be accepted. The refund is limited to 1 (one) opened package (we emphasize that unopened packages will not be refunded), with a total of 2 (two) refund requests allowed within a 12 (twelve) month period for the same CPF. The refund is valid only for the first purchase. The program does not apply to cases where the pet stopped accepting the food after already consuming Guabi Natural foods. On the website corresponding to the food to be refunded, the consumer must provide the following details: full name, full address, contact telephone number, identification document numbers (RG and CPF), and occurrence data (food information, purchase details from the invoice or sales receipt, and the place of purchase). The consumer may be refunded the value paid for the food, as per the invoice or sales receipt of the purchase. Bank account details (checking account) of the consumer (individual) will be requested for the money deposit. The amount to be paid for the food will be that stated on the invoice or sales receipt of the food acquisition. Any amount exceeding that stated on the invoice or sales receipt will not be refunded. It is MANDATORY to send a copy of the food purchase invoice or sales receipt and three photos of the original packaging: (i) photo of the validity/manufacturing/lot data; (ii) photo of the complete front of the package; and (iii) photo of the food contained inside the package. The copy of the purchase invoice or sales receipt and the attached photos must be legible and complete (no image cropping). As this is a perishable product, the refund can only occur if the product to be refunded is still within its validity period and in its original packaging. Refund requests for food with an expired validity date will not be accepted. The original packaging must contain: (i) validity/manufacturing/lot data; (ii) validity date greater than or equal to 30 (thirty) days; and (iii) at least 70% (seventy percent) of the food (e.g., a 15 kg package must contain 10 kg or more of the food). Packaging with missing or illegible validity/manufacturing/lot data will not be accepted. For packaging with missing or blurred validity/manufacturing/lot data, the request will be considered invalid, and therefore, the refund cannot be performed. Subsequently, upon providing the data, it will be validated against the documents within 72 hours. After this assessment, if the request complies with the regulations described herein, a REFUND AUTHORIZATION PROTOCOL containing numbers will be sent to the registered email address. The PROMOTER will have up to 10 (ten) business days, counting from the date of issuance of the REFUND REQUEST PROTOCOL, to deposit the money into the consumer's checking account. The deposit will ONLY be made into the checking account informed during registration, provided the CPF matches that of the registered consumer. Concerned with providing the best for its consumers, the PROMOTER may send an automatic email within 60 (sixty) days containing a satisfaction survey, if the consumer opts to receive email information when filling out the food refund request form on the website. Consumer feedback is essential for us to always improve our services.
5. INTEGRITY OF THE 100% SATISFACTION GUARANTEE PROGRAM
The consumer commits not to engage in undue conduct, refraining from violating the rules established in these Regulations and from practicing acts of corruption, bribery, fraud, money laundering, and other illicit practices. Should there be any indication of fraud or illicit practices, the PROMOTER reserves the right to investigate and deliberate on the existence or non-existence of an illicit act and to make a decision regarding participation in the Food Refund Program, as described in item 1 of these Regulations. The PROMOTER's decisions will be sovereign, irrevocable, unappealable, and will take into account current legislation. If the consumer is identified as engaging in any act that can be equated to fraud and/or action inconsistent with the rules established in these Regulations, the consumer will be disqualified and will no longer be able to participate in the Program, being solely responsible for any and all damage and/or loss caused and/or that may be caused to the PROMOTER and third parties by the eventual practice of illicit acts. The Program may be subjected to audits to verify compliance with the rules described in the Program, as well as with the PROMOTER's other internal policies. A Multidisciplinary Committee, appointed by the PROMOTER, will be responsible for deliberating on omitted cases, pending issues, necessary corrections, investigations regarding fraud and deviations, among others.
6. PROTECTION OF PERSONAL DATA
All personal information provided when using websites and applications provided by the PROMOTER will be used in accordance with the privacy policy, which can be consulted at https://www.brf-global.com/politica-de-privacidade/. The PROMOTER informs that all rights regarding the data provided by its consumers, as set forth in Law No. 13.709/2018, may be exercised at any time.
7. FINAL PROVISIONS
The “100% SATISFACTION GUARANTEE PROGRAM” demonstrates the PROMOTER’s concern for its relationship with consumers. This commitment to quality is based on current legislation, meeting consumer expectations, and the nutritional needs of pets. Should you have any questions, consumers should contact SAC via the website, the “CONTACT US” icon, or by phone 0800 016 9090, from Monday to Friday, 8:30 AM to 5:00 PM, except holidays. By participating, the consumer expresses full agreement with the Regulations, which may be changed at any time by the PROMOTER, and any changes will be immediately communicated to consumers through the brand's website. Consumers expressly agree that the Promoter will not be responsible for any external problem, fortuitous event, or force majeure that may prevent participation. The PROMOTER reserves the right, at its sole discretion, to postpone, modify, or cancel the Program. The food products will be sold at their usual market value, not entailing any type of commercialization of the Gift and complying with Article 39 of the Consumer Defense Code - Law 8078/90. Any points not addressed in these Regulations will be decided by a Judging Committee formed by the PROMOTER. Their decisions will be sovereign, irrevocable, and unappealable and will take into account relevant legislation. The jurisdiction of the city of São Paulo – SP is hereby elected to resolve any controversies arising from these Regulations, with the full agreement of all consumers and with the express exclusion of any other, however privileged it may be or become.