1. PROGRAM OBJECTIVE
NUTRIRE is a company specialized in the manufacturing of food for companion animals, such as dogs and cats, produced based on scientific studies and using cutting-edge technology and quality raw materials. The Products are subject to strict quality control, carried out by qualified professionals, and as a result, NUTRIRE provides its consumers with products with nutritional value to meet the needs of their pets.
Believing in the quality of its products and with the aim of maintaining the trust of the end consumer, in cases where the end consumer, after offering the product to their pet, the pet somehow does not adapt to the food or a non-conformity is found in the product, NUTRIRE guarantees the right to replace the purchased product, under the terms of this Program.
2. CONDITIONS FOR PARTICIPATION IN THE PROGRAM
Individuals who are end consumers of products exclusively purchased in the domestic market through sales channels may participate in the Program — that is, in physical or virtual pet shops, stores specializing in animal products, and directly from sellers, distributors, and retailers that sell Nutrire products.
When your pet does not adapt to NUTRIRE products (or the product presents a non-conformity) purchased in the last 30 days (Select by Monello, Monello, and Birbo), the end consumer may request through NUTRIRE's Customer Service the replacement of the product for any new product of the same value as the purchase, even if it is a different packaging size or product line, manufactured by NUTRIRE, upon presentation of the original purchase invoice.
In the case of Select by Monello products, we offer a 111% guarantee. The exchange must be made between Nutrire brand products, covering 100% of the exchange guarantee plus an 11% bonus on the value, which must be arranged with Customer Service.
"Non-adaptation" is understood as the refusal by the pet (dog or cat) to accept a new food after a gradual transition.
The gradual transition to Nutrire foods from the commercial brands Select by Monello, Monello, and Birbo should be done over 7 days. On days 1 and 2, offer 75% of the previous food and 25% of the Nutrire food. On days 3 and 4, the ratio should be 50% of the previous food and 50% of the Nutrire food. On days 5 and 6, offer 25% of the previous food and 75% of the Nutrire food. On day 7, the transition will be complete, offering 100% of the Nutrire food, without the previous food. This gradual process facilitates your pet's adaptation to the new diet.
It is essential that the end consumer returns the unconsumed product in its original packaging, within its expiration date and with at least 70% (seventy percent) of the product's initial net weight.
The end consumer must return the remaining unconsumed Product, properly packaged in its original packaging, in good condition, delivering it to the same commercial establishment where it was purchased.
When contacting Customer Service, the consumer must provide registration and product information such as: name, phone number, e-mail, zip code, address, batch number, manufacturing and expiration dates, product information (brand, flavor, weight), photos evidencing the problem, and a photo of the batch stamp and the front of the packaging.
The replacement of the purchased product for another product manufactured by NUTRIRE of the same value may be requested only 1 (one) time every 6 (six) months, per consumer — therefore 2 (two) times per year.
Sealed products may not be replaced. In this case, sealed packages must be returned to the place where the end consumer purchased the product, and the end consumer must follow the exchange criteria of the establishment in question.
Products past their expiration date may not be replaced.
3. HOW TO USE THE PROGRAM
The product replacement will be carried out after: the end consumer's request through self-service, the analysis of the request, and the conclusion by NUTRIRE that the request meets the conditions of item II above.
To use the Program, the end consumer must contact NUTRIRE's Customer Service and provide personal data and other information requested for the creation of their registration.
NUTRIRE will respond to the end consumer's request within a maximum of 7 (seven) days from the receipt by NUTRIRE of all necessary information and documents.
In cases where the product replacement is not approved, NUTRIRE will contact the consumer informing the reasons. If approved, instructions for the replacement or refund will be provided.
The exchange must be carried out using the credits released by NUTRIRE in the same value as the product to be replaced at the establishment where it was purchased, upon presentation of the protocol and invoice, or by refund.
4. PERSONAL DATA
The data provided by the end consumer through NUTRIRE's Customer Service will be used to process requests and generate statistics.
The end consumer authorizes and consents to the processing of their personal data for the purposes mentioned.
NUTRIRE will not share personal data and will adopt adequate security measures, not being responsible for external failures.
5. PROGRAM CHANGES
NUTRIRE reserves the right to change the Program rules at any time without prior notice. The most recent version available at the time of contact will always apply.