Refund Policy
Effective Date: December 20, 2025
Last Updated: December 20, 2025
This Refund Policy (“Policy”) sets forth the rules applicable to refund requests for transactions carried out through the Tuzzello MultiSeller Platform (“Tuzzello” or “Platform”). By purchasing, selling, or promoting products via the Platform, Buyers, Vendors, and Affiliates expressly agree to this Policy, in addition to the Terms and Conditions of Use of the Platform.
The Tuzzello platform is owned and operated by GILBERTO RUSSO PEREIRA TECNOLOGIA DA INFORMACAO LTDA, a company incorporated in Brazil, registered under CNPJ No. 63.782.910/0001-93, trading as GRP Alliance, with its registered office at Rua Pais Leme, 215, Conj. 1713, Pinheiros, São Paulo – SP, 05424-150, Brazil. In this Policy, GRP Alliance refers to this company, and Tuzzello refers to the Platform.
1. Nature of GRP Alliance’s Role
1.1 GRP Alliance acts solely as a technological intermediary, providing the infrastructure through which Vendors may offer their products (digital or physical) and Buyers may purchase them.
1.2 GRP Alliance does not own, produce, control, or guarantee any of the products sold on the Platform.
1.3 All refund decisions, product quality, shipping, after-sales service, and consumer support are the exclusive responsibility of the Vendor.
1.4 GRP Alliance shall not be held liable, directly or indirectly, for any disputes, damages, delays, product defects, delivery failures, or contractual breaches arising from the relationship between Buyer and Vendor.
1.5 By using the Platform, all parties acknowledge that GRP Alliance is not a party to the sales contract, and its liability is strictly limited to providing the technological infrastructure and payment intermediation.
2. Eligibility for Refund
Refunds may be requested under the following circumstances:
Non-Delivery of Digital Products: Buyer does not receive access credentials, download links, or other means of access within a reasonable timeframe.
Non-Delivery of Physical Products: Vendor fails to ship or provide valid tracking information within the declared timeframe.
Defective or Misrepresented Products: Product delivered is substantially different from its description or presents defects.
Duplicate Payment or Technical Error: Buyer is charged more than once for the same order or suffers an unauthorized transaction.
3. Cancellations, withdrawal and refunds
Rights of cancellation, withdrawal, return and refund shall be governed by the law applicable to the transaction. The time limits and conditions set out in this Policy do not restrict mandatory consumer rights.
Where permitted by applicable law, actual, non-recoverable costs incurred for delivery, return and transaction processing, including platform and financial institution fees, may be deducted from the refund. These costs must be disclosed before the contract is concluded and itemized in the refund calculation.
No deductions shall be made where the law requires a full refund or requires the supplier to bear the costs. The existence of a cost does not, by itself, authorize charging it to the consumer.
In the event of a conflict, the mandatory rules applicable to the transaction shall prevail.
4. Refund Period
Digital Products: Refunds may be requested within 7 (seven) calendar days from purchase.
Physical Products: Refunds may be requested within 7 (seven) calendar days from delivery, provided the item is returned unused, intact, and in its original packaging.
Vendors may offer longer refund periods for their products, but may not reduce the minimum period established by this Policy.
5. Refund Procedure
5.1 Refund requests must be submitted through the Platform’s official support channels.
5.2 Upon receipt, GRP Alliance shall forward the request to the Vendor, who must provide a response within 3 (three) business days.
5.3 If the Vendor fails to respond, GRP Alliance may, at its sole discretion, intervene as a mediator. However, GRP Alliance shall not be bound to resolve the matter in favor of either party.
5.4 Approved refunds will be processed through the same payment method used at purchase. Payment providers may deduct processing or transaction fees, which are non-refundable.
6. Affiliates and Commission Reversals
6.1 In the event of a refund, all commissions (Vendor earnings, Affiliate commissions, and Platform fees) associated with the transaction will be automatically reversed.
6.2 If commissions have already been paid out, corresponding amounts may be deducted from future Vendor or Affiliate payments.
7. Chargebacks
7.1 Buyers are required to request refunds directly through the Platform before initiating a chargeback with their bank or payment provider.
7.2 Excessive chargebacks or abusive use of this process may result in penalties, including suspension of Vendor or Affiliate accounts.
8. Limitation of Liability
8.1 GRP Alliance is not a seller of products and shall not be considered a contracting party in the sales relationship.
8.2 Any liability related to the nature, quality, delivery, defect, warranty, support, or compliance of products rests exclusively with the Vendor.
8.3 GRP Alliance shall not be liable for:
Lost profits, consequential damages, or indirect losses.
Product defects or failures.
Shipping delays, customs issues, or non-deliveries.
Misuse of the Platform by Buyers, Vendors, or Affiliates.
8.4 Under no circumstances shall GRP Alliance be held legally responsible or compelled to indemnify any Buyer, Vendor, or Affiliate due to disputes arising from a sale carried out through the Platform.
9. Governing Law and Jurisdiction
9.1 This Policy shall be governed by the laws of the Federative Republic of Brazil, subject to applicable mandatory rules, including consumer protection rules.
9.2 Any disputes shall be submitted to the courts competent under the applicable rules of jurisdiction and venue, preserving consumers’ rights regarding the competent forum where applicable.
10. Final Provisions
10.1 GRP Alliance reserves the right to update or modify this Policy at any time, with changes effective upon publication on the Platform.
10.2 Continued use of the Platform after such changes constitutes full acceptance of the updated Policy.
10.3 By purchasing, selling, or promoting products on the Platform, all parties acknowledge and agree to the terms herein.