Our product exchange policy aims to provide customers with complete security regarding the products purchased in our store.
All our products come with a warranty against manufacturing defects.
We also process exchanges for products that are different from those ordered by the customer.
If you receive a product from us with a manufacturing defect or different from the one you ordered, please follow these steps to request an exchange:
If more than 7 business days have passed and the product shows any fault or defect, contact us, providing your CPF, order number, the product to be returned, and the defect.
As soon as we receive your email, we will forward your request to our quality department for verification. Authorisation from this department will be required before any exchange can be processed. Once the analysis is complete, we will contact you with the outcome and inform whether an exchange is necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
Please note: we will not carry out exchanges or refunds after this period.
Your complaint will be reviewed within a maximum of 7 business days and, if the problem is confirmed, we will contact you by email and you may choose one of the following options:
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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 voucher equal to the product value to use on future purchases.
According to the CDC (Consumer Protection Code), requests to cancel online purchases must be made within 7 business/calendar days from the date of receipt.
For credit card refunds, our finance department has a maximum of 7 business days to process the request with the credit card operator, and the deadline for the amount to be credited back to your card is up to 120 days, depending on the operator and your billing cycle.
If a refund is necessary, it will be made to a current account within a maximum of 10 business days after quality analysis, and can only be processed into an account with the same CPF used on our website.
Products returned without prior communication, outside the deadline, missing or inconsistent items, or without the label or invoice will be resent to the customer.
The same applies to exchanges denied after product analysis by our quality department. These will be resent to the customer via cash-on-delivery Sedex, and the cost of this reshipment must be paid by the customer.
Attention: Body Care Official is not responsible for shipping costs for returns followed by refunds, chargebacks, or exchanges for other products. These expenses are the customer’s responsibility.