Exchanges and Returns
Our product exchange policy aims to provide the customer with total security in relation to the products purchased in our store.
All our products are guaranteed against manufacturing defects.
We also carry out exchanges of products that came different from the one ordered by the customer.
If you receive a product from us with a manufacturing defect or different from what you ordered, follow these steps to make the exchange:
If it has exceeded 7 business days and the product has a defect or defect, please contact us, informing CPF, order number, the product to be returned and the defect.
As soon as we receive the email, we send your request to our quality department for verification. Authorization from this sector will be required for a possible exchange to be made. Analysis carried out, we will return the contact with the opinion and if the exchange will be necessary.
The deadline for the exchange to be requested for this reason is 90 days after receiving the product.
Attention, we will not make exchanges or refunds after this period.
- Your complaint will be analyzed in a maximum of 7 working days and, once the problem is found, we will contact you via email and you will be able to choose one of the following alternatives:
- Receive a refund of the amount paid.
- Receive a new product like the one ordered.
- Receive a product of similar value.
- Receive a coupon with the value of the product to use on future purchases.
According to the CDC (Consumer Defense Code), the request for cancellation of virtual purchases must be made within 7 working/calendar days after the date of receipt.
For credit card reversals, our financial department has a maximum period of 7 working days to process with the credit card operator and the deadline for the balance to return to your credit card is up to 120 days according to the operators card and depends on the closing of your invoice.
If it is necessary to make a refund, it will be made to a current account within a maximum period of 10 working days after the quality analysis and can only be made to an account with the same CPF that was used on our website.
In the case of products returned without prior notice, after the deadline, with missing or divergent items, without the label or invoice, they will be resent to customers.
The same goes for rejected exchanges after the products have been analyzed by our quality department. They will be forwarded to customers via Sedex collect and the freight for this forwarding will have to be paid by the customer.Attention: Basic Life Store is not responsible for shipping costs for return followed by reimbursement, chargebacks or exchange for other products, this expense is the responsibility of the customer.