A National Consumer Secretariat (Senacon) applied more than R$70 million in fines throughout 2024. Infractions to the Consumer Protection Code (CDC) went to biggest reason for finestotaling R$45 million in charges.
The remaining R$25 million relates to sanctions imposed by the Medicines Market Regulation Chamber.
During 2024, around 500 notifications were sent and 644 administrative processes related to the consumer or consumer relations were completed.
According to Senacon, approximately 280 projects were analyzed in 2024.
Check out some of the rights that consumers have
Exchange deadline
When it comes to exchanges due to taste or size, whatever was agreed with the store is valid. Procon warns that information about exchange conditions must be clearly and accurately available to the consumer.
In cases of exchange due to defect, the consumer has the right to complain about non-durable products within 30 days, from the date of purchase; and 90 days, for durable products.
For hidden problems, the period begins when the defect becomes evident. If the consumer faces any problem making an exchange, they can contact Procon in their city or state to formalize the complaint.
Repentance period for online purchases
Specifically in purchases made outside the commercial establishment, as is the case with internet purchases, the consumer may cancel the purchase. This is the right to repentance, which can be exercised within seven days of the date of purchase or receipt of the product.
However, it is important that the consumer formalize the withdrawal in writing. If you have already received the product, you can return it and have the right to receive the amount paid back.
Rights for sale items
When purchasing promotional items, the consumer also has their rights guaranteed. However, care must be taken with products sold under these conditions, as they may be damaged or have small defects, especially in display goods.
When exchanging, the amount paid for the product must prevail, even when there are sales or price increases.
With this, the agency indicates that, when the exchange is for the same product (brand and model, changing only the size or color), the supplier cannot demand additional value.
This also applies to the consumer, who will not be able to request a price reduction if there is a change between the amount paid on the day of purchase and the price on the day of exchange.
In cases of defect or problem, the supplier has up to 30 days to resolve the case. If the repair is not carried out within this period, the consumer can choose to exchange the product, refund the money or proportionally reduce the price.
Furthermore, the agency states that, if the product is essential, or even if, due to the extent of the defect presented, the replacement of damaged parts compromises the fundamental characteristics of the product, or reduces its value, it is the consumer’s right to an immediate exchange or refund of the amount paid.
Read the full product description
The absence of clear information may constitute a violation of the Consumer Protection Code, which guarantees the consumer the right to adequate information about the characteristics, risks and restrictions of the product.
Guarantee against abusive practices
The CDC protects consumers from misleading advertising and abusive clauses in contracts, such as undue charges or lack of technical support after the sale.
