At Amakos, we care about our customers' satisfaction. Therefore, in accordance with the Consumer Defense Code (LAW NO. 8,078, OF SEPTEMBER 11, 1990), which can be consulted on the IDEC – Institute of Consumer Defense website via this link: idec.org.br/consultas/codigo-de-defesa-do-consumidor; we have established this cancellation, return, and refund policy to ensure you have a smooth and fair experience when purchasing cosmetic products. Please read the following guidelines carefully:
1. Order Cancellation:
Orders can be cancelled before the product is shipped. If you wish to cancel your order, please contact our customer service department as soon as possible, providing your order number. If the order has not yet been processed for shipment, we will arrange for the cancellation and a full refund of the amount paid.
2. Product Returns:
Amakos understands that a purchase cancellation initiated by the customer, involving the return of product(s) and a payment refund, occurs in two situations provided for by law:
- Regret/Withdrawal from Purchase
- Product Defect
REGRET/WITHDRAWAL FROM PURCHASE
Under the terms of Amakos' Return Policy, returns due to regret/withdrawal from the purchase will be accepted if the item purchased on the Amakos website did not meet the consumer's expectations.
The returned product will undergo an analysis and must not show any signs of tampering or use.
Deadline for regret/withdrawal from the purchase
The period for regret/cancellation of the purchase is 7 calendar days, counted from the date of receipt of the product/item purchased, as established by Art. 49 of the Consumer Defense Code (once this period has elapsed, the product will be considered accepted by the customer).
The customer must examine the product upon receipt and, within a maximum of 7 calendar days from the delivery date, request the cancellation/return of the purchase via email sac@amakos.com.br
PRODUCT DEFECT
Returns due to product defects will be processed if the item purchased on the Amakos website shows, within a maximum period of 90 days, as provided for in Art. 26 of the Consumer Defense Code, changes inconsistent with the nature of the raw material of this product and/or defects or damage resulting from the manufacturing process, and not from misuse or natural wear and tear.
2.1- Shipping the product to be returned
We reinforce once again that the product to be returned must not show any signs of use and must be returned in its original packaging accompanied by the invoice.
The product must be sent via post, using the Postage Authorization Code (E-ticket) provided by the Customer Service team for returns.
2.1.1- Product analysis for cancellation approval
All returned orders will be analyzed by the Amakos Quality Control department. The purchase cancellation will only be released after approval by those responsible for this department. If any violation, discrepancy, or irregularity of the product is identified, the request will not be accepted, and the product will be returned to the sender without any prior communication. In this case, Amakos reserves the right to charge for the return shipping.
As soon as the item is analyzed and the purchase cancellation is approved, the refund of the amount paid will be processed. A confirmation email regarding the return and the status change of the order to “Order Returned - Cancelled” will also be sent.
2.1.2- Refund Methods
For the refund to be processed, all items from the original order must be sent and delivered to Amakos. The refund will only be made after approval of the cancellation request by the Amakos quality department.
The refund processing method will be in accordance with the payment method used.
Refunds for payments made via credit card are sent to the consumer's card issuing bank within up to 7 business days, counted from the date of receipt of all returned product(s). The refund of the amount by the card issuing bank to the consumer is the sole responsibility of the former, being carried out according to its own criteria and deadlines. In case of questions about the credit refund on your statement, please contact the card issuing bank directly.
Payments made via bank slip (boleto) will be refunded by means of a transfer or deposit of the amount to the specified bank account, within
7 business days counted from the receipt of all returned product(s).
There will be no refund of the shipping cost if it was paid by the consumer.
2.1.3- Purchase cancellation and refund initiated by Amakos
The refund of amounts initiated by Amakos will occur in the following situations:
Impossibility of delivery of the purchased merchandise, due to the non-existence of the delivery address as indicated by the buyer, or its inaccessibility. In the event of impossibility of delivery for this reason, the product will return to our Distribution Center, resulting in a refund, by Amakos, of the amounts corresponding to the prices of the products, excluding shipping costs.
4. Tracking and Customer Service:
Our customer service team is ready to provide support and assistance at all stages of the cancellation, return, and refund process.
Contact us through the available channels to clarify your doubts and obtain guidance on the cancellation, return, and refund policy.
Follow all the instructions in the items above correctly so that the process is simple and fast. Failure to comply may cause delays.
If you have any questions, write to sac@amakos.com.br