Product Exchange and Returns Policy

Hello! Thank you for shopping with Puig Brasil on Store. We hope you (“Customer”) are happy with your order. However, if any item you purchased on our Store is faulty, damaged, or not delivered correctly, please read the Policy below. These terms are in compliance with the Brazilian Consumer Defense Code.

1. Regret-Related Returns

Under the Brazilian Consumer Defense Code, Customers may return any purchase within seven days upon receiving the product. To do so, the Customer must either:

(a) Call the customer service hotline 0800 202 0018 from Monday to Friday, from 9am to 9pm, or on Saturdays from 10am to 6pm.

(b) Send an email to [email protected]. Customer service will then reply, giving detailed information on what the Customer must do to return the item.

The item must be sealed in its original packaging in perfect conditions to be returned due to regret. The item must not have been used and must be returned with its original copy of the invoice . Puig Brasil has the right to refuse returns and ship the item back to the Customer if the Customer fails to fulfill any of the requirements mentioned above. In both cases, Puig Brasil will bear the return and shipping costs.

Puig Brasil’s distribution center will assess the item after it is received. The average assessment time is roughly 10 business days; however, this deadline may be extended. Suppose the item is not compliant with the conditions under the return policy. In this case, said item will be returned to the Customer with a memo explaining why Puig Brasil had to return the item.

2. Product Echanges and Returns

2.1 Faulty

Items Suppose an item is faulty and said fault does not stem from inadequate or incorrect use or storage. In this case, the Customer may request a product exchange within 30 days upon receiving the product.

To exchange or return an item, the Customer must contact Customer Service and show a copy of the invoice. The Customer must also explain in detail what fault the product has.

After receiving the Customer’s request, Puig Brasil will make its best effort to fulfill the request as soon as possible. The maximum deadline is 30 days after Puig Brasil’s distribution center received the returned item.

Meanwhile, Puig Brasil may ask the Customer to give further information to understand the reported flaws better.

If the alleged flaw is confirmed, Puig Brasil will contact the Customer to proceed with the respective steps to exchange the item or refund the Customer. However, if the alleged flaw is not confirmed, Puig Brasil will contact the Customer to inform him/her about the assessment’s conclusion.

2.2 Delivery Error or Damaged Package

Suppose the client receives a broken and/or damaged package and/or item. In this case, Puig Brasil advises the Customer to refuse the delivery and report the fact immediately via Customer Service. However, if the Customer has already received the item and its package or contents are broken or damaged, or if the item is different from what was ordered, the Customer must contact the Customer Service and report the case within 48h upon receiving the item.

Puig Brasil advises that whenever possible, customers should forward their complaints along with sets of photos of the item and information details on:

(i) Order number;

(ii) Name of the person who received the item and the date it was received, and details about the package and/or item;

(iii) Any other relevant details on the damage to the packaging and/or product that may assist in the assessment, along with a copy of the invoice.

As soon as Puig Brasil receives a Customer’s request, it will make its best effort to fulfill the request as soon as possible. Typically, the average deadline is 10 business days after the distribution center receives the item. Meanwhile, if needed, Puig Brasil will request further information from the Customer.

If the alleged problem is confirmed, our Customer Service will contact the Customer to proceed with the respective steps to refund the Customer or exchange the item for a new item. However, if the alleged problem is not confirmed, Puig Brasil will contact the Customer to inform him/her about the assessment’s conclusion.

3. Refund Policy

For the cases described above, the respective item’s amount will be refunded, whenever applicable, to the Customer according to the method of payment used when the Customer placed the order. The following guidelines apply:

• Payment by Credit Card: credit card refunds may take up to two statements to be fulfilled, depending on when the credit card bill is due. Moreover, depending on the credit card issuer’s policy, the refund may occur in a single statement as the whole amount, regardless of whether or not the order was paid in a lump sum or installments. Please note that this procedure is the credit card issuer’s responsibility, i.e., the issuer of the Customer’s credit card for placing the order. Refunds may not be advanced by direct deposits to Customers’ bank accounts.

• Payment by Bank-issued invoice or other methods of payment: refunds will be made to the bank account in the name of the Customer who placed the order within 14 business days after the item has arrived at and assessed by our distribution center. Suppose the Customer does not have a bank account or expressly requests that said refund be made to a third-party account. In this case, the Customer must fill out a form expressly authorizing direct deposit to a third party account, sign the form and send it back to Puig Brasil.

4. Applicable Law and Dispute-Resolution-Jurisdiction

This Policy is regulated, interpreted, and executed under the applicable Brazilian law. In particular, it complies with the Consumer Defense Code, which prevails regardless of other countries’ laws. The Customer’s residence is the respective dispute resolution jurisdiction to sort out potential claims or issues arising from this Policy.

5. Updates

Puig Brasil seeks to improve its activities daily. Therefore, Puig Brasil may change this Policy at any given moment to offer a better online shopping experience to its Customers. Said changes will always comply with the currently applicable law, so the latest update date is informed at the end of this Policy.

If there are relevant changes to this Policy’s terms, Puig Brasil will disclose the changes on its website. Furthermore, suppose said changes affect Customers’ rights in any way. In that case, Puig Brasil will email a copy of this updated Policy with its respective changes, briefly informing the Customers about the main changes. In this case, Puig Brasil will email Customers at the email address informed upon signing up on our website.

Latest update: September 14th, 2021.