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Online order never arrived in Brazil? Consumidor.gov.br and refunds
Order not delivered or the store vanished? Brazil's 7-day withdrawal right, how to file on Consumidor.gov.br and Procon, and when to ask your card issuer.
Black Friday 2026 falls on November 27. In Brazil, a late or missing order from a real store is a consumer-rights issue; a fake store is a scam handled through your bank or card issuer.
What are your rights when buying online in Brazil?
Per Procon-SC: you may cancel within 7 days of receiving the item with no reason given (Consumer Code art. 49), with an immediate, inflation-adjusted refund (Procon-RS); stores must clearly state price and delivery terms; return shipping for withdrawal cannot be charged; unmet offers can be enforced or refunded. Decree 7,962/2013 requires sites to show the seller's legal name, tax ID (CNPJ) and addresses, and to notify the card issuer for a reversal on withdrawal (Jus).
How do you complain on Consumidor.gov.br?
The federal platform closed 2,328,863 complaints in 2025 with an 81.43% resolution rate and a 6-day average reply; companies have up to 10 days (2025 bulletin). In e-commerce, non-delivery or late delivery was the top issue (23.09%), followed by refund problems (19.33%).
| Situation | Where to go |
|---|---|
| Late or missing order, real store | Store support, then Consumidor.gov.br, then Procon |
| Fake store, card payment | Card issuer dispute |
| Fake store, Pix | Bank, request MED |
What if the store was fake?
- Card: call the issuer, dispute and replace the card; next time use a virtual card.
- Pix: ask your bank for MED (how MED 2.0 works).
- File an online police report and keep screenshots.
- Before buying, verify the site.
Fuente
- Senacon — Boletim Consumidor.gov.br 2025
- Procon-SC — 4 direitos do consumidor em compras online
- Procon-RS — Direito de arrependimento
- Jus — O Decreto 7.962/2013 e o comércio eletrônico