Product not delivered
Americanas
Bought from Americanas and the product did not arrive? Learn how to demand delivery, request a refund and understand your rights.
Updated on
What to do, step by step
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Check the promised delivery deadline in the order and the tracking.
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Request delivery through Americanas official channels and keep the protocol.
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If the deadline is missed, you may choose: a new deadline, an equivalent product or a full refund.
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Paid by boleto or Pix? Formally request reversal. For card payments, you may dispute the purchase.
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If there is no solution, file a complaint with Procon and on consumidor.gov.br.
Official channels: Americanas
- Official website
- americanassac.zendesk.com
- Customer service (SAC)
- 4003 4848
- App
- Americanas
- Regulator
- Procon · 151
- consumidor.gov.br
- Official government platform; filing a complaint is free
Frequently asked questions
What should I do when the delivery deadline is not met?
The CDC (Brazilian Consumer Protection Code, art. 35) allows you to choose between forced delivery, accepting an equivalent product, or cancelling the purchase with full return of the amount paid, including shipping.
I bought from a partner seller on the site. Is the site liable?
As a rule, yes: the marketplace is part of the supply chain and may be jointly liable for non-delivery, according to common court understanding.
Can I withdraw from an online purchase?
Yes. Art. 49 of the CDC guarantees a 7-day withdrawal period from receipt, with full return, for purchases made outside a physical store.
What are the official customer service channels of Americanas?
Official channels of Americanas: Official website: americanassac.zendesk.com; Customer service (SAC): 4003 4848; App: Americanas. Write down the protocol number of every contact and, if the problem persists, file a complaint with Procon.
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