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Broken offer or price mismatch
Ponto

Did Ponto fail to honor an offer or charge a price different from the advertised one? See how to act and learn your rights as a consumer.

Updated on

What to do, step by step

  1. Keep proof of the offer: a photo of the tag or the shop window, a screenshot of the ad, a flyer or a coupon.

  2. Ask Ponto to honor the offer as advertised and write down the protocol number.

  3. If the price at the register differs from the displayed price, the consumer pays the lower one (Law 10.962/2004).

  4. If there is no solution, file a complaint with Procon and on the consumidor.gov.br platform.

  5. Misleading advertising or a broken offer may give rise to rights such as fulfillment of the offer or a refund (arts. 35 and 37 of the CDC (Brazilian Consumer Defense Code)).

Official channels: Ponto

Official website
ajuda.pontofrio.com.br
Customer service (SAC)
4003 8388
App
Pontofrio
Regulator
Procon · 151
consumidor.gov.br
Official government platform; filing a complaint is free

Frequently asked questions

Is the store required to sell at the advertised price?

As a rule, yes. Under art. 30 of the CDC, a sufficiently precise offer binds the supplier and becomes part of the contract. Gross, obvious pricing errors may be assessed case by case.

The shelf price differs from the register price. Which one applies?

If the prices shown by the store diverge, the consumer must pay the lower one (Law 10.962/2004, art. 5).

What is misleading advertising?

It is information that is wholly or partly false, or that omits an essential fact and leads the consumer into error about price, conditions or product characteristics (art. 37 of the CDC).

Does a "while supplies last" promotion oblige me to accept a lack of stock?

The store must clearly state the quantity available. Without that information, refusing to sell may be considered an abusive practice.

What are the official customer service channels of Ponto?

Official channels of Ponto: Official website: ajuda.pontofrio.com.br; Customer service (SAC): 4003 8388; App: Pontofrio. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.

Related guides

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