Refund Policy

1. Return Process

A return is the process by which a customer returns a purchased product to a store, whether because it doesn't meet expectations or is defective. This applies in cases of buyer's remorse or product damage. In both scenarios, the refund or reimbursement is made according to the original payment method.

2. Return Request

For products sold and delivered by BellaOne, return requests can be made directly via our email: contato@portaldabelleza.com.br

3. Right of Withdrawal

a) The customer may request a return within 7 (seven) days after receipt, in accordance with the Consumer Protection Code. b) The item may be mailed at the post office or collected at home, at the customer's discretion, within 7 (seven) days after receipt. c) All products and gifts must be returned. d) After 7 (seven) days of receipt, the right of withdrawal is not applicable.

4. Defective/Damaged Products

a) For defective products, the timeframe varies: up to 30 (thirty) days for non-durable products and 90 (ninety) days for durable products. b) The return must contain all products and gifts. c) Technical analysis will confirm the indicated damage. d) Technical analysis may take up to 3 weeks after the package arrives at the Distribution Center.

5. Chargebacks and Refunds

a) The refund is made in the original form of payment.

b) For payment by boleto and PIX, it is necessary to provide bank details.

c) Deadlines for receipt after technical analysis:

Payment method: Card Refund: Card Deadline: Up to 2 invoices

Payment method: Bank slip Refund: Current account informed Deadline: 10 business days

Payment method: PIX Refund: Checking account - PIX Deadline: 2 business days

6. General Provisions

Refunds are not approved in the following situations:

  • When the customer has not received the product after 3 delivery attempts by the Post Office.
  • If the customer provided an incorrect address.
  • When the product is not returned in the same shipping conditions, properly sealed and without signs of use.
  • If the customer refuses to return the product to the designated Distribution Center.
  • If the customer requests a refund before receiving the product.

Refund Approved:

Refunds are approved in the following situations:

  • When a logistical error, loss or theft of 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. Please contact us if you have any questions about the refund process or other related matters. We are committed to providing the best experience for our customers at Loja Portal da Belleza.

This Return Policy may be updated to reflect our current processes. If you have any questions, please contact us through our customer service channels. This policy is effective February 2, 2023, and applies to all transactions made at the Portal da Belleza Store.