Refund and cancellation information
Last updated: October 17, 2026
Effective 17 October 2026. There is no payment or order facility on this website. This page helps distinguish an unsent enquiry from a concern about a separately agreed supply of manufactured articles.
1. An enquiry creates no payment to reverse
Opening an email draft does not buy an article or instruct production. You can revise or discard an unsent draft in your email application. The website takes no deposit, authorises no card charge and holds no customer balance. Accordingly, there is no website payment to refund merely because you opened a form or asked about a material, quantity or possible application.
2. Find the actual transaction record
If you have separately agreed a supply with the business, begin with the relevant quotation, accepted specification, order, invoice and correspondence. These records help identify the parties, article, quantity and terms actually agreed. This informational page does not establish that a particular enquiry became an order. Explain which transaction you mean and the outcome requested, rather than relying only on a product category or a page screenshot.
3. A change to dimensions or requirements
A request to change dimensions, material or quantity should identify the relevant specification and revision. Ask for confirmation of what can be changed and any resulting proposal before treating the change as agreed. The site cannot report whether materials have been obtained or work has started. It therefore makes no automatic promise about cancellation costs, revised production dates or the handling of a customised article; any applicable statutory rights remain relevant.
4. Describing a conformity concern
For a concern about supplied goods, state how the received article differs from the confirmed requirement or describe the defect you observed. Note the quantity affected and the available order or batch reference, without inventing a reference if none exists. Measurements should include their units and the conditions that make them meaningful. Do not send a large file of unrelated customer details. Agree on an appropriate channel if photographs or technical documents are needed.
5. Return arrangements require confirmation
Do not assume that the registered business address is an authorised return dock or that a carrier collection has been arranged. Confirm the recipient, location, handling and transport arrangements appropriate to the goods and concern. Keep relevant packaging and records where practical, and avoid modifying an item in a way that could prevent assessment. This page does not impose a universal restocking fee or state that every product is excluded from return.
6. Rights and the available remedy
Where consumer-protection law applies, its mandatory rights and remedies remain available. The correct outcome may depend on the nature of the issue, the transaction and the applicable legal conditions. This website does not substitute an invented warranty period or a blanket no-refund rule for that assessment. A commercial discussion about replacement, correction or repayment should identify what is agreed; it should not require a person to abandon a right that cannot lawfully be waived.
7. Contact and supporting records
Written concerns can be addressed to PROAQUA INDUSTRIA E COMERCIO LTDA, TRAVESSA HORACIO, 40, RAMOS, RIO DE JANEIRO - RJ, 21031-760, Brazil. The contact form offers a draft to [email protected], but does not verify delivery or guarantee receipt. State your requested outcome, use a suitable reply address and keep your own copy of the correspondence. The site cannot issue a refund receipt, confirm a banking transaction or promise a response or processing deadline that has not been established for your case.