Refund policy

General Considerations

Product returns, as provided for by Brazilian law, may be requested within 07 (seven) days counted from the date the product is received, under article 49 of the Brazilian Consumer Protection Code (Código de Defesa do Consumidor). The product must be in its original packaging, together with any accessories that came with it and with the purchase invoice, and it must not have been used by the consumer.

All cases involving the return or exchange of a product must be reported to Natural Oil within the established period of 7 (seven) days. Once the exchange or return is approved, the company will send an email with information about the procedure to be followed in order to complete it.

If a product purchased in our online store shows a defect after those seven days, the buyer may contact the company so that the nature of the defect can be assessed. Defective products may be exchanged within 30 days (non-durable goods), counted from receipt of the product, as provided by law.

Any returned product must be in its original condition, that is, without any intervention that could void the warranty of Natural Oil Cosméticos Ltda., always accompanied by the customer's copy of the order, the invoice and the product packaging.

A product returned on the grounds of a defect will undergo prior analysis and, if no defect is found or if any of the conditions described above has not been met, it will be sent back to the customer.

Exchange and return requests must be submitted by email to sac@naturaloil.com.br so that the request is officially documented.

Natural Oil Cosméticos Ltda. advises that, in cases of open or damaged packaging, a damaged product or a product that does not match the order placed, the customer should refuse delivery and let us know what happened. If, however, the product is accepted and any of these situations is found, please contact the company within 72 hours of the incorrect delivery.

All exchanges and returns are processed internally within 72 hours, and the delivery time follows the schedule of the postal carrier.

If the purchase is cancelled within 7 days under the right of withdrawal, the refund may be issued as store credit for new purchases on our site, as a reversal on the credit card statement, or as a deposit into an account held by the buyer, when payment was made by bank slip (boleto bancário).

Please note that a refund in the form of credit for new purchases on the site will only be issued upon the customer's express written request.