Terms of Use

Acceptance of these Terms

By creating an account or using any Redirect Brasil service, you declare that you have read and agree to these terms. If you do not agree with any point, do not use the service and contact us before proceeding.

Redirect Brasil is operated by Sendex® Express Logística LTDA, CNPJ No. 41.393.361/0001-22, with warehouse at Rua Jerônimo Coelho, 220, Suite 01, Centro, Joinville/SC, ZIP 89201-050.

What the Service Is

We offer two services that can be used together or separately:

We are a logistics service provider. We are not the store where you made your purchase and we have no relationship with it, except when the purchase is made by us through Assisted Purchase.

Purchase forwarding: you receive an address in Brazil, shop at Brazilian stores using that address, and we ship the packages to your overseas address.
Assisted Purchase: when you are unable to make the purchase yourself, we buy it on your behalf, using our CNPJ, and ship it together with your other packages.

Registration, Account, and Your Box

Registration is free, with no monthly fee or membership fee. You provide your full name, email, and phone number, and receive a unique Box number, which together with our warehouse address makes up your address in Brazil.

The account is personal, and you are responsible for what happens with it.
Your information must be truthful and up to date, especially your overseas delivery address and phone number.
A Box cannot be shared with third parties or used as a commercial resale address without prior agreement.

Your Responsibilities

Use the service only for lawful purposes.
Correctly include the Box number in the delivery address of your purchases. An incomplete address is the main cause of unidentified packages.
Declare the actual contents and value of the products. A false declaration is a customs violation, and the responsibility lies with the person who made the declaration.
Do not send prohibited or restricted items, listed in section 6.
Monitor the messages we send about your packages and timeframes.

Mandatory Tracking Code

Whenever you make a purchase, send us the tracking code provided by the store. It is how we identify that the package is yours when it arrives at the warehouse.

Without the code, the package arrives unidentified and may be posted to the wrong Box or sit idle until we can locate its owner. In such cases, the delay and its consequences are not our responsibility. The code can be sent through our WhatsApp support as soon as the store makes it available.

Prohibited and Restricted Products

International regulations and carrier rules prohibit the shipment of certain items under any circumstances, including: firearms, ammunition, and replicas; explosives, flammables, aerosols, and compressed gases; drugs and illegal substances; cash, securities, high-value jewelry, and precious metals; live animals, human remains, and biological material; products requiring refrigeration; tobacco and vaping devices; alcoholic beverages for individuals; and pornographic material.

Other items have restrictions that vary by destination, such as medications, cosmetics in large quantities, animal-origin food, and electronics with batteries. When in doubt, ask before buying. See the full list of permitted products.

If a prohibited item arrives at the warehouse, we will contact you to arrange return to the sender or disposal, with costs charged to the customer.

Receiving and Storage

Upon arrival, the package is checked, linked to your Box, and photographed. Photos are sent to you for every receipt without you having to ask. You can consolidate multiple orders into a single box at no additional cost for the consolidation service, which often significantly reduces shipping costs.

Storage is free for 60 days from the arrival of each package. After that period, a storage fee is charged based on the value of the stored products and the space occupied. No published fixed rate: the amount is provided on a case-by-case basis before charging. Packages that remain without instructions from the customer and without payment of the storage fee for an extended period may be considered abandoned, in which case we will contact you through your registered channels before any disposition.

We may repackage or discard original packaging to reduce volume, unless you ask otherwise.

Assisted Purchase

You send the product link, specifications, and value. We return a quote with the product price, service fee, and estimated shipping.
The quote is free and non-binding. The purchase only happens after your approval.
Payment is upfront and in a single transaction. Therefore, there is no published maximum amount: the practical limit is how much you authorize and pay before the purchase.
If the product sells out between the quote and the purchase, we refund the amount for that item or arrange a substitute.
We buy on your behalf, but the store is the seller. Manufacturing defects, description discrepancies, and warranty remain the store's responsibility, and we help with contact when possible.
Some stores have their own restrictions that prevent the purchase. In these cases, we let you know beforehand and suggest alternatives.

Quote, Shipping, and Payment

International shipping is calculated using the greater of actual weight and volumetric weight, which takes the box dimensions into account. That is why consolidating and repacking often works out cheaper.

Every quote is sent before dispatch and is valid for a limited time, as it depends on carrier rates and exchange rates. On the same quote, you can purchase optional insurance on the declared value. No package is dispatched without your authorization and the corresponding payment.

Taxes and Fees at Destination

Import taxes, customs fees, and charges levied in the destination country are the recipient's responsibility and are not included in the shipping cost. The rules vary by country, product type, and declared value.

We provide guidance on documentation, but we cannot guarantee how each country's customs will treat your package. Refusing to pay taxes at the destination may result in the item being returned or lost, with costs charged to the customer.

Delivery Timeframes

The stated timeframes are estimates provided by carriers, counted from dispatch, and do not include customs clearance time at the destination. Delays caused by customs, strikes, weather conditions, incorrect addresses, or recipient absence are beyond our control.

Loss, Damage, and Liability

We take care of your package with the same care as if it were our own. Shipping insurance is optional: it is not included in the shipping cost by default. You can add it at the quote stage, based on the declared value of the products. The limits below apply in all cases:

Conditions, insurance price (when purchased), and compensation limits are provided in the quote for each shipment. If there is a problem, notify us within 7 calendar days of delivery, with photos of the packaging and contents.

While the package is in our warehouse, we are liable for loss or damage caused by our failure.
During international transport, without insurance, liability and any compensation follow the carrier's rules and limits. We work with the carrier to open and track the claim.
With insurance, compensation follows the terms of the policy or the coverage offered in that shipment's quote.
Coverage is based on the declared value of the products. Declaring a value lower than the actual one reduces or eliminates any possible compensation.
We are not liable for errors in the address you provided, prohibited content sent without notice, defects in products sold by third parties, or indirect damages such as loss of opportunity or lost profits.

Returns

If you change your mind about a product that is already in the warehouse, we can arrange the return to the store for a fee of US$ 20 per return, plus the shipping costs to the sender. When the error is the supplier's, the return process and refund happen directly between you and the store, and we provide the necessary photos and information.

Suspension and Termination

We may suspend or close an account in cases of non-compliance with these terms, attempted shipment of prohibited items, false declarations, fraud, or use that exposes the operation to legal risk. Whenever possible, we notify you in advance and give you time to regularize the situation and pick up packages in the warehouse.

You can close your account at any time by requesting it through our support channels.

Intellectual Property

The name Redirect Brasil, the Sendex® brand, logos, texts, images, and the code of this website belong to the company and its partners. You may share links and quote the content with attribution, but you may not copy, reproduce, or reuse it commercially without written permission.

Changes to These Terms

These terms may be updated when the service changes or when the law requires. The current version is always the one published on this page, with the date at the top. Relevant changes are communicated by email or by notice on the website before they take effect, and continued use of the service after that means you agree to the new version.

Applicable Law and Jurisdiction

These terms are governed by Brazilian law. For disputes that cannot be resolved through customer support, the jurisdiction of the district of Joinville, Santa Catarina, is elected, without prejudice to the consumer's right to take legal action in their own domicile.

Questions about any item can be sent to envio@sendex.com.br.