Exchanges and Returns
Our product exchange policy aims to provide customers with complete security regarding products purchased in our store.
All our products are guaranteed against manufacturing defects.
We also exchange products that are different from the one ordered by the customer.
If you receive a product from us with a manufacturing defect or different from what you ordered, follow these steps to make the exchange:
If it has exceeded 7 business days and the product has any defect or fault, please contact us, informing your CPF, order number, the product to be returned and the defect.
Once we receive the email, we forward your request to our quality department for review. Authorization from this department will be required for a possible exchange. Once the analysis is complete, we'll get back to you with our opinion and whether an exchange is necessary.
The deadline for requesting an exchange for this reason is 90 days after receiving the product.
Please note, we will not make exchanges or refunds after this period.
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Your complaint will be analyzed within a maximum of 7 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following alternatives:
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Receive a refund of the amount paid.
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Receive a new product identical to the one ordered.
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Receive a product of similar value.
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Receive a coupon for the value of the product to use on future purchases.
According to the CDC (Consumer Protection Code), the request to cancel online purchases must be made within 7 business/calendar days after the date of receipt.
For credit card refunds, our finance department has a maximum period of 7 business days to process the refund with the credit card company. The deadline for the balance to be returned to your credit card is up to 120 days, depending on the card companies and the closing date of your invoice.
If a refund is necessary, it will be made to a current account within a maximum period of 10 business days after the quality analysis and can only be made to an account with the same CPF that was used on our website.
In the case of products returned without prior communication, outside the deadline, with missing or divergent items, without the label or invoice, they will be returned to the customers.
The same applies to exchanges rejected after our quality department analyzes the products. These will be returned to customers via cash-on-delivery (Sedex), and the customer will be responsible for paying the shipping costs.
Attention: Essência Visual is not responsible for shipping costs for returns followed by refunds, chargebacks or exchanges for other products. These costs are the customer's responsibility.