[COMPANY NAME], operator of the website [website address], values transparency, respect and the satisfaction of its customers. This policy describes the conditions, deadlines and procedures that apply to requests for exchanges, returns and refunds of products purchased on our website.
All of our work, from production to after-sales, is done with great care and with your experience with us in mind. By making a purchase, the customer declares that they are aware of and agree to the terms described below.
We reserve the right to cancel orders that may not be in line with the fair price of the products sold, such as: invalid coupons, products without prices, stock running out at the time of purchase, among other situations. In these cases, the purchase will be cancelled immediately and the amount will be automatically refunded to the customer.
We also reserve the right not to recognize purchases made on fraudulent websites that improperly use our brand.
Under art. 49 of the Consumer Protection Code, the customer may exercise the right of withdrawal within 7 (seven) calendar days from the date the product is received, for purchases made outside a physical store (e-commerce).
It is important that you understand that the right of withdrawal can only be exercised within this period. After the 7 days, purchased products may only be returned if they have some kind of flaw or defect.
For a return under the right of withdrawal to be accepted, the product must:
Be in its original packaging, with no signs of use and with the manufacturer's original seal intact;
Include all accessories or free gifts that came with it;
Be accompanied by the invoice (nota fiscal).
In this case, the refund will be in full, including the shipping cost paid on the purchase.
The customer must pay attention at the time of delivery and immediately refuse any product or packaging that has been damaged in transit. If the customer accepts the delivery and later finds the damage, they must contact our Customer Service immediately, within a maximum of 1 (one) business day, to report it.
We recommend sending photos of the product and the packaging to speed up the review. Requests made after this deadline will not be accepted, as the consumer will be considered to have accepted the product.
If the customer notices at the time of delivery that the product ordered and the product received are different, they must refuse the delivery immediately. If the delivery is accepted without checking the description on the invoice, the customer will have 24 (twenty-four) hours to contact our Customer Service.
For your safety, make sure at the time of delivery that the product delivered is the same as the product purchased, by comparing the purchase confirmation email with the details on the package.
If the product has a manufacturing flaw or defect, the customer may request an exchange or return within 30 (thirty) calendar days of receipt, under art. 26 of the Consumer Protection Code.
If there is a flaw or defect, you may choose:
Replacement of the product with another of the same kind in perfect condition;
Full refund of the amount paid;
A proportional reduction in the price.
Products sent as free gifts or samples do not add any value to the purchase. Therefore, they have no value for the purposes of cancellation and refund. Free gifts and samples may only be exchanged if damaged in transit by Correios or the carrier.
So that we can assess whether your case falls under this policy, you must contact our customer service center as soon as you notice any flaw, defect or reason for a return. The step-by-step process is as follows:
(i) You must notify our Customer Service immediately, providing the order number and the reason for the request;
(ii) Our Customer Service will give you the information and procedures that make up our product return logistics;
(iii) Following this contact, we generate a reverse logistics protocol to collect the product at the delivery address or we provide instructions for sending it through Correios;
(iv) Our analyst will check whether all the steps were followed and whether the products are compliant. If the review is favorable, we will arrange a refund of the amount paid, which varies according to the payment method chosen for the purchase.
The returned product will be reviewed within 5 (five) business days of its receipt at our distribution center.
The goods must be returned in the same condition in which they were delivered. It is important to stress that the product packaging must also be kept in perfect condition. The product must:
Be in its original packaging, with no signs of use;
Have the manufacturer's original seal intact;
Be accompanied by the invoice and all accessories.
Return or exchange requests made in the following ways will not be accepted:
Without prior notice to our Customer Service;
Requests made outside the established legal deadlines;
Products showing signs of use or with opened packaging;
Missing invoice or accessories;
Products that do not match those purchased on our website.
Please note: if you buy one of our kits, exchanges will only be accepted if all the products in the kit are sent back. In other words, if the kit had 3 jars, we will only accept the return of all 3 products.
The refund will only be issued after the returned product has been received and reviewed to confirm that the conditions described in this policy have been met. When we refund the amount, note the following points according to the payment method:
A) Credit card: the refund will appear within the next 2 (two) statements. Once the refund is released, returning the credit is entirely the responsibility of your credit card company.
B) Boleto bancário (bank slip): the refund will be made by deposit into the checking account provided by the buyer. The account must be in the name of the purchaser. The refund will be made within 15 (fifteen) business days.
C) Pix: the refund amount is returned directly to the customer's account.
In the event of withdrawal (right of withdrawal), the refund will be in full, including the shipping cost paid on the purchase.
In the event of a flaw or defect, the customer may choose a full refund of the amount paid or a replacement of the product, as provided for in the Consumer Protection Code.
If it is found that the customer did not meet the return conditions or has voided the product warranty, the product will be sent back without prior notice, with shipping charged to the customer (cash on delivery).
If our analyst finds any non-compliance in the refund request (exchange, return or right of withdrawal), it will be considered invalid and the shipping cost may be charged to the customer.
If you have any questions about our exchange, return and refund policy, please contact our Customer Service.
