A return is the procedure by which the customer sends back a purchased product to the store, either because it does not meet expectations or because it is defective. This applies in cases of Purchase Withdrawal or Damaged Product. In both scenarios, the refund is made according to the original payment method.
For products sold and delivered by BellaOne, return requests can be made directly via email: [email protected]
a) The customer may request a return within 7 (seven) days after receipt, in accordance with consumer protection laws.
b) Shipping can be done via postal service or home pick-up, at the customer’s discretion, within 7 (seven) days after receipt.
c) All products and gifts must be returned.
d) After 7 (seven) days from receipt, the right of withdrawal does not apply.
a) For defective products, the period varies: up to 30 (thirty) days for non-durable products and 90 (ninety) days for durable products.
b) The return must include all products and gifts.
c) A technical analysis will confirm the reported defects.
d) The technical analysis may take up to 3 weeks after the package arrives at the Distribution Center.
a) Refunds are made via the original payment method.
b) For bank slip (boleto) or PIX payments, banking details must be provided.
Timeframes after technical analysis:
Payment method: Credit/Debit Card
Refund: Card
Timeframe: Up to 2 billing cycles
Payment method: Bank Slip (Boleto)
Refund: Specified bank account
Timeframe: 10 business days
Payment method: PIX
Refund: Bank account - PIX
Timeframe: 2 business days
Refunds are not approved in the following situations:
When the customer did not receive the product after 3 delivery attempts by the postal service.
If the customer provided an incorrect address.
When the product is not returned in the same condition as shipped, sealed and without signs of use.
If the customer refuses to resend the product to the designated Distribution Center.
If the customer requests a refund before receiving the product.
Approved Refunds:
Refunds are approved in the following situations:
When a logistical error, loss, or theft of the merchandise occurs during delivery.
If the customer returns the product in perfect condition, keeping it sealed, within 7 days of receipt.
Our refund policy aims to ensure transparency and fairness in all transactions. Contact us if you have questions about the refund process or any related matters. We are committed to providing the best experience for our customers at Portal da Belleza Store.
This return policy may be updated to reflect our current processes. For any questions, please contact us through our service channels. This policy is effective as of 02/02/2023 and applies to all transactions carried out at Portal da Belleza Store.
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