Our product exchange policy aims to provide customers with complete security regarding products purchased in our store. All of our products are guaranteed against manufacturing defects. We also exchange products that are different from the ones ordered by the customer.
If you receive a product from us with a manufacturing defect or different from what you ordered, follow the steps below to make the exchange:
- Please inform our team about the problem via our email
suporte@centraldabelleza.com, sending clear photos or videos of the defective product or the wrong product you received, within 3 days of receipt. Please note, we will not make exchanges or refunds after this period.
- 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 not the right size for the customer:
We provide measurements in centimeters for our products so that there is no mistake when choosing the size. Check it out or ask us if you have any questions.
According to the Consumer Protection Code - Article 18, there is no legal obligation for the store owner to make exchanges due to the consumer's regret regarding the color, size, model, or any other reason. The right guaranteed to the customer by the Consumer Protection Code is to make exchanges only in the case of defective products.
After the procedure, within 48 business hours, we will contact you 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 shipping costs for both the return and return shipments.
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 process of being shipped, 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 at the customer's expense. 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 return and exchange experience for our customers. If you have any questions, please do not hesitate to contact our customer service.