Exchanges and Returns

Our product exchange policy aims to provide customers with complete security regarding products purchased from our store. All our products are guaranteed against manufacturing defects. We also exchange products that are different from the ones ordered .

If you receive a product from us with a manufacturing defect or different from what you ordered, follow these steps to make the exchange:

  1. Please inform our team about the problem via our email

    contato@portaldabelleza.com.br , sending clear photos or videos of the defective product or the wrong product you received, within 3 days of receipt. Please note that we will not offer exchanges or refunds after this period.

  2. Your complaint will be analyzed within a maximum of 2 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following alternatives :
  • Receive a refund of the amount paid.
  • Receive a new product identical to the one ordered.
  • Receive a product of similar value.
  • Receive a coupon for the value of the product to use on future purchases.

We will not exchange products that are the wrong size for the customer:

We provide measurements in centimeters for our products to ensure you're choosing the right size. Check them out or contact us if you have any questions.

According to Article 18 of the Consumer Protection Code, retailers are not legally obligated to exchange products if they change their mind about color, size, model, or any other reason. The consumer's right under the Consumer Protection Code is to exchange only defective products.

After the procedure, we will contact you within 48 business hours with the necessary instructions. For the exchange or return to be accepted, the product must be sent in its original packaging and without any signs of use. Otherwise, we will not be able to process the return.

Important Note: Please note that if the request is not made within 7 days of receipt, the customer will lose the right to exchange or return.

Shipping Costs: For exchanges, the customer is responsible for the cost of both the return and return shipping.

Purchase Cancellation: The purchase cancellation request must be made within 24 hours after payment.

Criteria for Exchange or Return: For a product to be eligible for exchange or return, it must meet the criteria below:

  • The product must not show signs of use.
  • All original packaging must be intact.
  • The product must be packaged in such a way as to avoid damage during transport.
  • We will not exchange products that have been damaged or modified by the customer.

Address Error: Regarding address issues:

If the package is already in the shipping process, it is not possible to change the recipient's address. If the package is returned to the sender due to an incorrect address, any new shipment will be charged the customer's shipping cost. This includes cases where the customer initially received free shipping.

In cases of loss or delivery problems related to the carrier, a new shipment will be requested and the delivery period will be restarted.

We are committed to ensuring an efficient and fair exchange and return experience for our customers. If you have any questions, please don't hesitate to contact our customer service team.