Refund policy

RETURNS AND REFUND POLICY - UNITED KINGDOM

Last updated: 06/12/2025

1. RIGHT OF WITHDRAWAL

1.1 UK legal timeframe

In accordance with the Consumer Contracts Regulations 2013 of the United Kingdom, you have 14 days to exercise your right of withdrawal without having to justify reasons or pay penalties.

1.2 Our extended policy - 30 days

Beyond the UK legal obligation, La Boutique Brasileira offers you an extended period of 30 days to return your hair cosmetic products.

1.3 Starting point

The period runs from the day you receive the products in the United Kingdom.

2. RETURN CONDITIONS

2.1 Products eligible for return

✅ New, unopened products in their original packaging
✅ Defective or non-conforming products
✅ Labels and instructions present
✅ Original packaging in good condition

2.2 Products excluded from returns

❌ Opened or used products (for hygiene and safety reasons)
❌ Products damaged by the customer
❌ Damaged packaging making resale impossible
❌ Products returned after the 30-day period

2.3 Accepted return reasons

Defective or damaged product
Error on our part in the order
Product not conforming to description
Exercise of legal right of withdrawal

3. RETURN PROCEDURE

3.1 Step 1: Return request

Email: contact@laboutiquebrasileira.com
WhatsApp: +55 9 3350 8410
Information to provide:
Order number
Reason for return
Photos of the product if defective

3.2 Step 2: Return authorisation

We will provide you with:

Return Merchandise Authorization number (RMA)
Specific instructions for packaging
Prepaid return label (if applicable)
Pre-filled customs documents

3.3 Step 3: Sending the product

Return the product to the following address:
La Boutique Brasileira
Returns Department
Dock Avenue ZA du Marloup
42155 Pouilly-les-Nonains
France
Important: Include the RMA number and keep your proof of shipment.

3.4 Step 4: Processing

Product verification within 48h after receipt
Refund within 2 to 3 working days after validation

4. RETURN COSTS

4.1 Cost coverage

Return costs are entirely at our expense, including:

Shipping costs from the UK
Potential customs fees
Customs clearance fees

4.2 Cost reimbursement process

Send us the invoice from your carrier
Keep all receipts for expenses
We include the reimbursement in your total refund

4.3 Recommended carriers

To optimise delivery times and avoid customs complications:

Royal Mail International
DPD UK
Parcelforce Worldwide

5. POST-BREXIT SPECIFICITIES

5.1 Customs formalities

CN23 declaration: We will provide you with a pre-filled template
Declared value: Actual value of the product
Reason: "Returned goods"
Required documents: Copy of original purchase invoice

5.2 Duty exemption

Returned goods are exempt from customs duties if:

Returned within 3 years of export
Products in the same condition as when exported
Formalities correctly completed

5.3 Administrative management

We handle all customs formalities on the French side
No administrative complexity for you
Complete support in case of customs hold

6. REFUND TERMS

6.1 Refunded amount

Product price (in pounds sterling)
Initial delivery costs to the UK
Return costs from the UK
Potential customs fees

6.2 Refund method

Same payment method as the original order
Currency: Pounds sterling (£)
Exchange rate: Current rate at time of refund

6.3 Refund timeframe

Maximum 14 days in accordance with UK law
Generally 2-3 working days after return validation
Email notification once refund is processed

7. SPECIAL CASES

7.1 Defective products

In case of defective or non-conforming products:

Priority and expedited return
Free replacement or refund of your choice
Possible compensation depending on the damage
Express handling of return costs

7.2 Our error

If we made an error:

Completely free return
Express shipping of the correct product
Possible goodwill gesture depending on the situation

7.3 Multiple orders

For orders with multiple products:

Partial return possible
Proportional refund of delivery costs
Return costs covered even for partial returns

8. EXCHANGES

8.1 Exchange policy

Exchanges possible for defects or our errors
Same procedure as for returns
No additional fees for exchanges

8.2 Replacement products

Same reference if available
Equivalent product if out of stock
Prior agreement required for any changes

9. TIMEFRAMES AND TRACKING

9.1 Return transport times

UK to France: 5-10 working days
Customs clearance included in timeframes
Complete tracking of the return

9.2 Return tracking

Tracking number mandatory
Regular updates by email
Notification upon receipt in France

10. CONTACT AND SUPPORT

10.1 Dedicated returns service

Email: contact@laboutiquebrasileira.com
Subject: "UK Return - [Your order number]"
WhatsApp: +55 9 3350 8410

10.2 Multilingual support

English: Complete support available
French: Main support
Hours: Monday-Friday, 8am-5pm (UK time)

10.3 Customs assistance

Specialised support for:

Help filling out customs documents
Resolving customs holds
Tracking administrative formalities

11. UK CONSUMER RIGHTS

11.1 Consumer Rights Act 2015

Your rights under UK legislation:

Right of withdrawal: 14 days minimum
Defective products: Repair, replacement or refund
Conformity: Products conforming to description

11.2 Dispute resolution

Mediation: UK mediation services available
Alternative Dispute Resolution: Alternative conflict resolution
Citizens Advice: Consumer advice

12. LIABILITY

12.1 Our commitments

Complete management of post-Brexit returns
Full coverage of costs and formalities
Quick refund within 2-3 working days
Dedicated support for UK customers

12.2 Limitations

Returned products must be in original condition
30-day period must be strictly observed
Customs formalities correctly completed

13. DEVELOPMENTS

13.1 Regulatory adaptation

This policy adapts to post-Brexit developments to maintain your consumer rights.

Country/region