Refund policy

Refund Policy | De La Terre

This Refund Policy of De La Terre Natural and Vegan Cosmetics establishes the guidelines and procedures for refunds of amounts paid for products purchased on our website, in strict compliance with the Brazilian Consumer Protection Code (Law No. 8,078/1990) and Decree No. 7,962/2013 (E-commerce Decree).

1. Company Identification

Company Name: De La Terre Cosméticos Naturais Ltda
Corporate Tax ID (CNPJ): 41.938.864/0001-36
Address: Rua Serra de Bragança, 558 – São Paulo, SP, Brazil
Email: ola@delaterre.com.br

2. Right of Withdrawal (Purchase Cancellation)

In accordance with Article 49 of the Brazilian Consumer Protection Code, the customer has the right to withdraw from the purchase of products acquired outside a physical store (online, by phone, etc.) within **7 (seven) consecutive days**, counted from the date of receipt of the product. To exercise this right, the customer must notify De La Terre through the available customer service channels.

Conditions for Exercising the Right of Withdrawal:

  • The product must be returned in its original packaging, with no signs of use, with the original manufacturer’s seal intact, accompanied by the invoice and all accessories included.
  • De La Terre will bear the return shipping costs in the event of withdrawal. No restocking fee will be charged.

Refund in Case of Withdrawal:

Once the right of withdrawal has been exercised, De La Terre will provide a full refund of all amounts paid for the product, including the original shipping cost, promptly and with monetary adjustment where applicable. The refund will be processed according to the original payment method:

  • Credit Card Purchases: The refund will be requested from the credit card issuer. The time for the refund to appear on the statement may vary according to the card operator.
  • Purchases Paid by Bank Slip (Boleto) or Pix: The refund will be made via bank transfer or Pix to the bank account of the original purchaser within up to 10 (ten) business days after confirmation of the product return and verification of its condition. The CPF/CNPJ of the bank account holder must match that of the purchaser.

3. Exchange or Return Due to Product Defect

In the event that a product presents defects or manufacturing flaws, the customer must notify De La Terre immediately upon identifying the issue. In accordance with Article 18 of the Brazilian Consumer Protection Code, De La Terre, together with the manufacturer, will have **30 (thirty) days** to remedy the defect.

Procedure for Exchange or Return Due to Defect:

  • The product must be sent in its original packaging, with all manuals and accessories, accompanied by a copy of the invoice.
  • After receipt, the product will undergo technical analysis to verify the reported defect.
  • Defect Confirmed: If a manufacturing defect is confirmed and repair is not possible within the legal timeframe, the customer may choose:
    • Replacement of the product with another of the same type, in perfect working condition.
    • Immediate refund of the amount paid, with monetary adjustment, without prejudice to any potential damages.
    • A proportional price reduction.
  • Defect Not Confirmed: If the technical analysis concludes that there is no manufacturing defect or that the issue resulted from misuse, the product will be returned to the customer in the same condition, and reshipping costs will be the customer’s responsibility.

4. Order Cancellation by De La Terre

De La Terre reserves the right to cancel orders in situations such as:

  • Pricing Error: In the event of an obvious pricing error on the website, De La Terre may cancel the order and provide a full refund of the amounts paid.
  • Stock Unavailability: If the purchased product is no longer available in stock, the customer will be notified and may choose between a full refund or a store credit in the same amount.

5. General Provisions

  • Store Credit: In certain situations, the customer may choose to receive store credit in the refund amount, valid for 90 (ninety) days for use on future purchases on the website.
  • Communication: Any request or question related to this policy must be made through De La Terre’s official customer service channels.

6. Applicable Law and Jurisdiction

This policy is governed by the laws of the Federative Republic of Brazil. To resolve any disputes arising from this Refund Policy, the parties elect the courts of São Paulo, SP, expressly waiving any other jurisdiction, however privileged it may be.

If you still have any questions, please contact us via our Contact page or by clicking the WhatsApp button.