Faulty Products Policy
- We kindly ask you to inspect your package upon delivery. If it arrives in severely damaged condition, please refuse the delivery and return it to the courier.
- It is essential to obtain a claim number from the courier and provide it to our support team. Without this information, we will be unable to assist you.
Cancellations & Refunds
- Order cancellations are only possible before the shipment has been collected. Once the order has been dispatched, cancellations or refunds are not available, as returns to Brazil are unlikely.
- Our products are intended for professional use. We do not assume responsibility for unsatisfactory results due to improper application or lack of technical expertise.
- Refunds will not be granted for orders refused due to unpaid import duties or taxes. It is the customer’s responsibility to verify their country’s customs regulations before completing a purchase.
Returns & Delivery Issues
- If a shipment is returned for reasons beyond Brazilian regulations, it will be considered lost, and no refund or replacement will be provided.
Quality Assurance & Guarantees
✔ Authenticity Guarantee – All products are sourced directly from manufacturers with official invoices.
✔ Valid Shelf Life – Products are always within their expiration date.
✔ Proper Storage Conditions – Maintained under optimal temperature and lighting until shipment.
✔ Leak-Proof Packaging – Each bottle is securely sealed with a protective plastic layer.
Shipping Policy – DAP (Delivered at Place)
Our store operates under the DAP (Delivered at Place) Incoterm, ensuring a smooth and secure delivery process. We take care of all logistics, including shipping, export clearance, and delivery to the agreed destination. Once the goods arrive, the buyer is responsible for import duties, taxes, and customs clearance.
How It Works:
✔ We Handle: Shipping, export procedures, and delivery to your country.
✔ You Handle: Import duties, taxes, and any customs-related fees.
This allows for a seamless shipping experience while giving you full control over import procedures. To avoid delays, we recommend checking your country’s customs regulations before placing an order. If you have any questions, our support team is happy to assist you!
FAQ & Shipping Information – European and Int’l Customers
Where do the products come from?
All our products are shipped from our Brazilian warehouse.
Who’s responsible for import taxes?
For customers outside Brazil, kindly note that import duties, taxes, and customs fees are not included in the shipping costs. And, the buyer is exclusively responsible for all taxes applicable to the delivery of the order.
What should I do if my product arrives damaged?
If there is any damage to the items that you ordered upon delivery, please contact us within 5 days.
How long will my order take to be delivered?
Most of our customers receive their packages in less than 5 days. You will receive the tracking information within 24 hours (excluding weekends and holidays) after placing your order. Usually, this will happen on the same day if it’s before our closing time. The maximum expected delivery time is 10-15 days, depending on the destination country and delivery address. Please note that the delivery time may vary depending on the carrier’s shipping practices, delivery location, method of delivery, and quantity of items ordered. Below is a typical delivery time for our customers:
United States and Canada: 3 to 5 days
Europe: 4 to 6 days
Middle East: 5 to 7 days
Asia and Oceania: 7 to 9 days
Africa: 7 to 10 days
Additional information:
- All orders are processed and shipped on business days only, Monday through Friday, excluding holidays. Orders placed on Saturday and Sunday will be processed on the next business day.
- All orders are subject to product availability. If an item in your order is unavailable, we will ship the available part of the order, and when the missing item becomes available, we will ship the remainder of it.
- Shipping costs for your order are non-refundable and are based on the weight of the items purchased and your location.
- Your order may be delivered in separate shipments.
- Additional shipping charges may apply depending on your location and the size of your order.
