Return: if you change your mind within up to 7 days from the goods delivery, you may return the product, properly informing our Customer Center. The goods must be returned to our company address by Correios or by the carrier with which it was delivered, with the fees being paid by you.
When there is a return of the product, the freight shall be paid by the customer. If the return is for an exchange due to a manufacturing defect, the freight shall be paid by the company.
To start the return process, the customer must complete our online form through this link. https://proteinsmoothing.com/pages/contact-us
If broken or defective products are delivered to the customer, the company is committed to exchange them after verification by our technicians and certification that it was not caused by misuse.
The product must be in its original packaging, with all accessories, manuals, included items, and in perfect condition and with the original invoice. There may not be any vestige of use of the goods. If you do not meet these requirements, the product shall be automatically returned to you and the company reserves the right to perform new freight charges.
Product Refund: What is the deadline for the client to receive the refund?
It will take place within 5 days after the receipt of return, loss or defect in our Center, and after the necessary evaluations with you. In the case of returned products, the refund/reversal of the paid amounts shall only be made upon the product(s) receipt and condition analysis by our quality control team. The form of the fund shall be given in the same way the product purchase was made: if it was made via credit card, this will be reversed/refunded directly to your credit card.
Exchange: If the product presents any defect, you shall contact our Customer Service Center within 7 calendar days after the delivery and you shall request an exchange by defect. The costs and fees for the return will not be charged.
The goods shall not have any evidence of use and must be returned and sent to our company address in their original packaging or in a suitable packaging for exportation by the collection service of Correios or the carrier with which it was delivered.
You must send in writing a brief report regarding the alleged defect of which the claim is related to, clarifying on the occurred problem, etc. An analysis shall be made by our Quality Center regarding the alleged defect and, if necessary, it shall undergo a manufacturer technical analysis in which we will receive a report stating the exchange. Average conclusion time: 25 business days after the product receipt.
If the report is favorable, you shall receive the new product in your address and free of charge. If we do not have this product in our inventory, we will let you know and we will put other goods at your disposal, respecting the exchange limit value. If there is a difference in the new product value, the difference shall be charged.
If the report is unfavorable, your purchase will be returned to you, with the disapproval report and without the right to a replacement. It will also be charged the cost of the product shipping through the means you choose. Causes for rejection: lack of the alleged defects; finding or evidence of misuse of the product; finding or evidence of accidental damage; normal wear and tear due to use.
