Returns and Refund Policies - Renove Cosmetics
Our greatest commitment is to your complete satisfaction. If you chose your product in our online store, but upon receiving it, you noticed that there is a manufacturing defect or that you do not agree with the merchandise received, we guarantee your right to exchange or return it in accordance with the terms below:
1. Product Dissatisfaction
Deadline of 7 (seven) calendar days from receipt.
2. Defective Product
Term of 15 (fifteen) calendar days from receipt.
Exchange or Return Procedure
The first step to exchange or return is to contact our Customer Service Center by email: renoveprofessionalhair@gmail.com
To exchange/return an item, the item must not have any signs of use and must be sent directly to our PO Box. Once the item is received by us and everything is in accordance with the return conditions, we will refund or exchange the item within 7 (seven) business days.
Our team will instruct you throughout the entire product return process.
Return due to Dissatisfaction
Once we receive your package, we will analyze it to confirm that everything is in accordance with the return conditions. After confirmation, our Customer Service Team will contact you and you will be able to choose between:
- Exchange for any other product available in our stock.
- Receive a refund of the amount spent on the products (we do not refund if the product delivered is not the correct model and is not in perfect condition).
- All procedures will be free of charge for exchanges and returns, and will be conducted exclusively by email and sent via post. We accept new and used items. The customer must contact us by email or telephone to begin the process, following instructions for packaging and shipping. After evaluating the returned item, we will exchange or refund it.
Guarantee
All products in the store have a 15 (fifteen) calendar day warranty, counting from the date of receipt of the product.
In order for the warranty to be activated, the customer must send us a video of up to 1 minute proving the problem. This video must also show the packaging of the product received (postal packaging, with label), and it is essential that the packaging is shown in the video. The customer can also prove the defect by sending us photos that clearly show the defect, and the product packaging must appear in the photo.
See below how to request a refund from Cosméticos Renove.
Under what circumstances is it appropriate to request a refund? If the product is damaged or defective, or if the customer is simply not satisfied with the purchase.
1- Dissatisfaction with the product: The deadline to request a refund is up to 7 days after receiving the product! You can request a full refund, and we will reimburse you without any problem.
2- Product has defect: Within the period of 15 (fifteen) calendar days for products that presented defects from the date of receipt. Remember that the first step for exchange or return is to contact our Customer Service Center by email: renoveprofessionalhair@gmail.com.
What is the refund procedure? After submitting the order, our team will review the request and proceed with the refund process. First, you will be asked to return the product in its original packaging and, upon receipt, the refund will be made by bank transfer to the account indicated by the customer, thus concluding the process.
How can the customer request a refund? To request a refund, the customer must send an email to renoveprofessionalhair@gmail.com or contact us via WhatsApp: +55 67 98484-8016 providing the following information: reason for withdrawal, request and order number.
Who bears the shipping costs? Cosméticos Renove will cover all additional expenses, including shipping costs.
NOTE: Cosméticos Renove does not provide any type of technical assistance and does not have authorized assistance. For further questions, please contact our team and we will provide you with all the necessary support.
Frequently Asked Questions:
I requested an exchange. How long will it take to receive my product?
Once the return of the product is confirmed at our Distribution Center, we will analyze the conditions and, if everything is in order, the new product will be sent within 7 (seven) business days.
I requested a refund. How long will it take to get my refund?
If the payment method was a bank slip, the refund may be a credit in your online store registration to make a new purchase. If the credit is not desired, we will immediately refund the amount to your bank account or virtual account of your choice.
If you paid by credit card, the refund may be a credit to your account in the online store to make a new purchase, or a refund to your credit card. Credit card companies have a period of 30 to 60 days for the refund to appear on your statement.
If you have any further questions, we are available through our customer service channels.
Communication Channels:
Email: renewprofessionalhair@gmail.com
Contact: +55 (67) 98484-8016
Opening Hours:
Our service is available from Monday to Friday, from 09:00h to 18:00h, and on Saturdays from 09:00h to 12:00h (Brasília time).
Address:
ZIP Code: 07.241-020
Address: Taio Street No. 332, Cumbica Industrial Park, Guarulhos, São Paulo SP.
CNPJ: GLIMPSE COSMETICS INDUSTRY AND TRADE LTDA 48.428.462/0001-30
Best regards, Renove Cosmetics Team
This policy was last updated on (05/11/2024).
