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Code of Conduct

This document brings together the commitments we make to everyone who uses Redirect Brasil and what you can expect from us. It is not decorative text: every item below is enforceable.

Version 1.0, updated on August 16, 2026.

On this page
  1. 01Our Commitment
  2. 02How We Treat You
  3. 03Price Transparency
  4. 04Legality and Refusals
  5. 05Our Team's Conduct
  6. 06How to Complain or Report

1. Our Commitment

Redirect Brasil is operated by Sendex® Express Logística LTDA, CNPJ 41.393.361/0001-22. We deal with two things that are not ours: other people's money and purchases. This requires an above-average standard of conduct, and that is what this document describes.

These commitments apply to our entire team, across every support channel, and do not depend on the value of your order.

2. How We Treat You

  • Support from real people, in Portuguese, without pushing you to a bot when the issue involves money or a package that has not arrived.
  • Replies on business days, during support hours. If a response depends on a third party, such as a carrier or a store, we tell you rather than leaving you waiting without an explanation.
  • No discrimination based on nationality, origin, religion, gender, sexual orientation, disability, or age. We serve Brazilians abroad and foreigners on the same terms.
  • No tied selling and no pressure. You are not required to purchase insurance, Assisted Purchase, or any additional service to use your Box.

3. Price Transparency

  • Registration and a Brazilian address are free, with no monthly fee and no sign-up fee. That will not change later.
  • No shipment happens without a quote approved by you. You know the shipping cost in advance, not later.
  • In Assisted Purchase, our service fee is itemized in the quote. We do not inflate the product price in the store to build in our margin.
  • Charges that depend on third parties, such as import taxes in the destination country, are provided as estimates and collected by the party responsible for them, not by us.
  • The storage fee after the 60 free days is communicated before it is applied.

4. Legality and Refusals

We operate within Brazilian law and international air transport regulations. There are requests we do not fulfill, and it is better for you to know upfront:

Refusing these requests protects you. Seized merchandise usually results in a fine to the recipient, and the financial loss is greater than the tax that was being avoided.

  • We do not declare a value below the real one to reduce destination taxes. Underinvoicing is a customs violation, and the risk would fall on you.
  • We do not describe merchandise as a gift or sample when it is not.
  • We do not ship counterfeit products or items on the prohibited list, even if asked.
  • We do not artificially split an order to circumvent customs limits.

5. Our Team's Conduct

  • No one on our team asks for a password, verification code, or full card details. Never, on any channel.
  • The contents of your packages are confidential information and are used only to operate the shipment and meet customs requirements.
  • We do not accept improper benefits from suppliers, customers, or public officials to speed up, release, or omit any step.
  • We photograph what arrives and show you how it arrived, even when the problem is ours.

6. How to Complain or Report

If any commitment in this document has not been met, we want to know. Every complaint is recorded and answered.

Describe what happened, with a date and, if available, your Box number and tracking code. This greatly shortens the investigation.

For personal data matters, such as access, correction, or deletion, the specific channel is in the Privacy Policy. For suspicion of fraud using our name, see how to identify a scam.

Questions about this document?

Talk to our team via WhatsApp or write to envio@sendex.com.br. We respond on business days, from 8am to 6pm (Brasília time).

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