Terms, return policy, and Omnibus: what your page needs to avoid getting taken down or fined
Beatriz Martins · 2026-10-07
Return policy and right of withdrawal
It’s essential for your online store to have a clear, informative return policy. The right of withdrawal must be explicitly mentioned and guarantee consumers 14 days to request a return, starting from the date they receive the product. The policy should include:
- Instructions on how to make a return.
- Information on who will cover the shipping costs.
- The timeframe for issuing a refund after the return.
Crossed-out prices and the omnibus directive
With the implementation of the Omnibus Directive, you need to be extra careful when displaying prices. The crossed-out price must reflect the actual price charged during the 30 days before the promotion. Follow these guidelines:
- Don’t use prices that were never actually charged.
- Whenever you display a sale price, the crossed-out price must be real and easy to verify.
Fake countdowns and false urgency
Using countdowns or urgency messages that don’t reflect reality can lead to penalties. Avoid:
- Counters that suggest nonexistent scarcity.
- Phrases like “Last units” or “Limited-time offer” if there’s no actual limitation, as this may be considered deceptive.
Visible company information
Transparency is essential. You should include clear information about the company, such as:
- Legal business name and CNPJ.
- Physical address.
- Contact email and phone number.
This information helps build consumer trust and is required under Brazilian law.
Cookies and consent
Brazil’s General Data Protection Law (LGPD) requires you to inform website visitors about your use of cookies. This should include:
- A privacy policy explaining what data is collected and how it will be used.
- A consent banner that lets users accept or reject the use of cookies, with a clear option to manage their preferences.
Wrapping up
Making sure your online store complies with these legal requirements reduces the risk of getting your account banned or fined. Transparency and honesty are key to maintaining a healthy relationship with your customers and ad platforms.
How many days does it take you to review your store’s legal compliance?