Return Policy
Background
This return policy has been prepared based on current legislation and may be updated without prior notice.
Free Resolution and Return Period
The customer has the right to withdraw from the contract without incurring any costs (other than the cost of returning the product(s)) and without having to state a reason, within 14 (fourteen) days, counting from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product(s).
Therefore, in the event of exercising the right of free resolution, any purchase made in the store can be returned within a period of 14 days after being received. After this period, it will not be possible to offer a refund or exchange of the item(s).
If the customer wishes to exercise the right to free withdrawal from the contract, he must complete and submit any unequivocal declaration of withdrawal from the contract. You can contact the store within the above period, request the Free Resolution form or explicitly indicate via email info@radianzacosmetics.com that you wish to terminate the contract.
Contact made by email must refer to the data mentioned below:
- Recipient name;
- Phone/cell phone number;
- Order number;
- Order date;
- Date of receipt of order;
- Number of products and/or services purchased.
After receiving the request for free termination of the contract, a response will be given as soon as possible, in order to expedite and schedule the collection of the product(s) purchased.
Conditions for return
For a purchase to be eligible for a return, the items purchased must be in the same condition that they were delivered. They must also be returned in their original packaging and without signs of misuse or mishandling.
Products considered perishable cannot be returned. Examples are: food, flowers, newspapers and magazines.
Products related to personal hygiene or privacy will also not be accepted for return.
Returns must always be made to the merchant and never to the supplier of the products and/or services.
Documentation
In order for the return process to be completed, it will be necessary to include the purchase invoice, proof of payment and return form.
Refund
The refund of the value of the product(s), as well as the delivery costs, will be made in full within 14 days from the date on which we are informed of the decision to withdraw.
Radianza is not obliged to reimburse additional return costs such as a different and more expensive method of collecting the product(s) than the one presented by us. In the event that Radianza requests collection of the product(s) from the customer, the refund process will be initiated after due receipt of the product(s). The customer will be notified by info@radianzacosmetics.com regarding this process.
The refund will be made using the same payment method used by the customer for the initial payment, except in situations of express agreement and where the customer does not incur any costs as a consequence of the refund.
If you do not receive your refund within the specified timeframe, please try checking your bank account again. If you still do not confirm the deposit of the amount, also try to contact your bank manager. If you still don’t have any feedback, try contacting the bank. After these steps, you can contact us at info@radianzacosmetics.com.
Exchanges
An exchange of items is only accepted when the order is defective, incomplete, incorrect or damaged during delivery. If you wish to exchange an item, you must contact us by email at the following address: info@radianzacosmetics.com.
The item must be shipped to our warehouse.
Offers
If the item was offered as a gift, it will only be accepted for exchange upon presentation of the corresponding gift receipt.
Shipping costs
Shipping costs paid initially will be included in the amount to be refunded, as provided for in current legislation in Decree Law No. 24/2014.
If the customer wishes to use a different collection method than that defined by Radianza, the customer will be responsible for paying the additional shipping costs for returning the product to the store, whether for return or exchange purposes.
We cannot guarantee that items will be returned or will arrive in the same condition as when they were sent.