Returns and Exchange Policies
1.1. GENERAL CONDITIONS
When you got your order, check if all products have been delivered in their original packaging, properly sealed.
If at the moment of delivery of the request you find any irregularity, such as packaging or product defective, refuse it. In case of receipt, please contact our Customer Service Center within 24 hours.
The customer may only exchange or return the product upon presentation of the corresponding invoice.
1.2. Irregularity upon receipt
If there is any irregularity in the receipt, such as packaging and defective product, or delivery of product divergent from the request, request the exchange within 24 hours after receipt.
To request the exchange, please contact our Customer Service Center by phone: +55 11 5539-3183 / +55 11 94038-7096 or by e-mail: email@example.com
1.2.1. Defective Products
The exchange/return procedures follow the provisions of the Brazilian Consumer Protection Code.
In the case of defects in products such as Books, CDs, DVDs and Blu-ray, the customer must communicate his request for exchange or return to the Customer Service Department within 90 (ninety) calendar days from the date of receipt of product. After the expiration of this period, the customer can only exchange the product by presenting the corresponding invoice – DANFE.
The defective product must be shipped back in its original packaging, accompanied by an Invoice. If you do not have this document, you will not be able to accept the exchange request.
All returned defective products undergo a technical evaluation. In cases where the misuse of the product or item is detected, or the defect mentioned is not verified, or in case of complaints made after the established deadline, the product will be returned to the customer without previous notice.
1.2.2. Repentance or dissatisfaction up to 7 (seven) calendar days after receipt
To exchange products purchased on Quintessence's website weighing less than 30 kg and smaller than 90 cm on the larger side, just follow the procedures below:
• Take the product to a post office and send it by SEDEX to the address: Rua Apeninos, 664, 13th floor – Paraíso – São Paulo – SP – CEP: 01533-000;
• Along with the product, enter the order code and the reason for the exchange / return.
Upon arrival of the product in our inventory, if it meets the specifications of our exchange policy, a new product will be shipped to you within 30 (thirty) calendar days.
Exchanges depend on the product availability in our stock.
If you have opted to return the amount(s) paid instead of exchange the product, you will receive an e-mail within 30 (thirty) calendar days to make the request for a refund that will be made in the same payment method of the purchase. In case of payment by bank payment slip or debit card, there will be required account number for deposit. For purchases made by credit card, the refund will occur in up to two (2) subsequent invoices, from the date of request of a refund given by Quintessence to the credit card company, being the chargeback of the respective administrator.
All requests for exchange or return must be made on our website within the established deadlines, and no requests beyond the stipulated deadlines are accepted.
1.2.3. Exercise of the Right of Repentance – Withdrawal
You have a period of 7 (seven) calendar days from the date of receipt of the product to waive the purchase made on the Quintessence website without having to submit any reasons. If the term for exercising the right of repentance expires on an non working day, it will automatically be extended to the next working day.
Quintessence will accept products back by virtue of the exercise of the right of repentance if they are returned: (i) without apparent signs of use; (ii) with its original packaging, (iii) accompanied by the corresponding Invoice.
In addition to the above conditions, in the case of CDs, DVDs, Books, as well as any other product that allows reproduction or copying in any type of media, it is essential to exercise the right of regret that the product is returned in its original packaging INVIOLATED.
Returned products that do not meet the above conditions will be sent back by Quintessence to the consumer at the same delivery address, charging the consumer with the respective freight cost.