Refund Policy

BELAFELIZ POLICY



Dear Customer, here you will find important information about your rights and obligations, as well as the procedures to be followed. This information is important, so please read it carefully.


If you have any questions, please contact us via the customer service channels available on our website.



1) ORDERING



1.1.) Orders will only be considered valid when placed through our official website https://www.belafeliz.com ("official website"). BelaFeliz does not recognize and is not responsible for any purchase made on a website other than its official website, or for any alterations and/or fraud occurring on the Customer's computer, tablet, cell phone and/or any other means of accessing the internet.


1.2.) After completing the order, the Customer will receive a message via the e-mail address provided at the time of purchase with the confirmation and order number.


1.3.) The Customer must follow up the receipt of the order confirmation e-mail provided above, and check that the order corresponds exactly to the purchase made. If there is any discrepancy, the Customer should contact our Customer Service Channels for analysis and possible international correction.



2) PAYMENT METHODS



2.1.) Customers can pay for their purchases by credit card, ATM and MBWAY. With regard to the bank card, the flags of which are clearly explained to the Customer and the options will be made available at the time of purchase.





2.1.2). Credit Card


2.1.2.1.) For credit card payments, the Customer must preferably use a credit card that he/she owns, and is responsible for its correct use. If the Customer uses a credit card belonging to a third party, he/she will be responsible for obtaining the express authorization of the respective credit card holder to make the purchase on the belafeliz.com website.


2.1.2.2.) BelaFeliz may request any and all information necessary to confirm the cardholder's authorization.


2.1.2.3.) The Customer who uses a third party's credit card without the owner's authorization shall be liable for any and all damage caused to BelaFeliz and/or third parties, without prejudice to the applicable administrative and legal sanctions.


2.1.2.4.) The Customer must pay attention to the limit of his/her card, which is set by the administrator.



3.1) Payment confirmation



3.1.1.) Release of the order for shipment and posting is conditional on confirmation of payment by the financial institution and, if confirmation does not occur, the order will be automatically canceled.


3.1.2.) BelaFeliz reserves the right, before confirming the order, to request prior validation and authorization from the credit card companies, as well as to request confirmation and proof of payment of the bank slip, and is not responsible for any fraud that may occur.


3.1.3.) In order to avoid damage to its Customers and/or to the financial system, BelaFeliz reserves the right to cancel the purchase transaction, as well as to block the delivery of the product when it is notified by the credit card company that there has been improper use or by any legal means that attests to the suspicion of fraud or improper use. In this event, BelaFeliz shall not be liable for any damage caused to the Customer as a result of such cancellation.


3.1.4.) In the event that BelaFeliz is notified of the improper use of the credit card after the purchase operation has been completed and the product has been delivered to the Customer, BelaFeliz will take all legal measures to investigate what has happened, including criminal measures, in order to collect the credit resulting from the sale of the products.


3.1.5.) The Customer undertakes to avoid and minimize the occurrence of fraud of any kind, including keeping the equipment used for the purchase free of viruses, malware, spyware and/or any other form of tampering with the information contained on the BelaFeliz website.



4) DELIVERY




4.1) The delivery time informed at the time of purchase is only a forecast and may be altered by factors beyond BelaFeliz's control.


4.2.) BelaFeliz shall not be held liable for failure to meet delivery deadlines in the following cases, but not limited to: an incorrectly informed, incomplete or outdated delivery address, an address with a delivery restriction by the carrier, either because it is a risky or inaccessible region, an absent Customer, refusal to receive the products by the Customer or third parties located at the delivery address, a change of address without due notification to BelaFeliz, closed addresses, in the event of theft, force majeure or third party events.


4.3.) BelaFeliz shall not be held liable for any failure to meet the established deadline when the Customer lives in risk areas or in areas where there is no risk of the Customer being unable to meet the established deadline.

4.4.) The Customer will be responsible for paying the new postage when there is an unjustified refusal to receive the product or an incorrect address.


4.5.) The Customer may choose, at the time of placing the order, the freight model to be contracted for sending the goods, paying attention not only to prices, but also to delivery times and conditions.


4.6) If CTT de Portugal charges for shipping, the Customer is responsible for paying for the service.

4.7) In the event of major promotional events such as Black Friday, Mega May, Cyber Monday, as well as nationally recognized periods of high commercial demand, such as the Christmas period, delivery times may change due to high demand.


5) EXCHANGES AND RETURNS


All requests for exchanges or returns must be sent by e-mail to: contacto@belafeliz.com.



5.1) Right of withdrawal


5.1.1.) The right of withdrawal may be exercised within seven (07) calendar days from the date of receipt of the purchase, in accordance with article 49 of the Consumer Protection Code. No refunds will be made for orders in transit within the delivery period.


5.1.2.) The Customer must expressly express their regret within the aforementioned period by e-mail (contacto@belafeliz.com). In cases where the return of the product is not accepted, the amounts paid will not be refunded and BelaFeliz will return the product via CTT.


5.1.3.) In order to exercise the Right of Withdrawal, products must be returned in their original packaging, without any signs of use, with the manual and all accessories.


5.1.4.) In order for the Right of Withdrawal to be accepted, the product must be sent to BelaFeliz in its original packaging (the original packaging is not the CTT box), undamaged, with all its components, accessories and manuals, as stated above.


5.1.5.) Certain products, due to their characteristics and specificities, must be returned without their original packaging being broken, with all seals and seals intact.


5.1.6.) Once the Right of Repentance has been received in due time, BelaFeliz will send the Customer a reverse postage code, valid for 7 calendar days, to their e-mail address so that they can send the product(s) to BelaFeliz free of charge. Returns requested outside this period will not be accepted. Returns will not be accepted where: the product has been used; the product has been damaged and is not in its original packaging.


5.1.7.) The Customer undertakes to post the product(s) within 7 (seven) calendar days of receiving the reverse postage code issued by BelaFeliz at any CTT branch.


5.1.8.) The analysis of the Right of Repentance request will be carried out by BelaFeliz and informed via the Customer's e-mail address within 7 (seven) working days from the date of receipt of the product by BelaFeliz. The deadline for us to finalize the refund process is up to 10 working days after we receive your product at our distribution center.


5.1.9.) Once the Right of Repentance has been analyzed and accepted, the amounts due will be fully refunded to the Customer.


5.1.10.) Under no circumstances will a refund be made to a third party bank account.


5.1.11.) The refund will be made through the same channel used to pay for the order placed, with the deadline varying according to the credit operator or bank responsible.


5.1.12.) BelaFeliz will not be obliged to respond to requests for the return of any product when the Customer has not expressly stated their intention to exercise their Right of Withdrawal, within the legal period of 7 (seven) calendar days from the date of receipt of the product, through the Customer Service channels provided.


5.1.13.) In the event that BelaFeliz refuses to accept the Right of Withdrawal, it must provide the Customer with information on the reasons for the refusal.


5.1.14.) If the above requirements are not fully met, BelaFeliz shall not be obliged to accept the Right of Withdrawal. In this situation, the product purchased will be returned to the same delivery address, accompanied by a document stating the reasons which led BelaFeliz to refuse the exercise of the right of withdrawal.


5.1.15.) Consumers will automatically lose the right to a refund due to dissatisfaction with the result in the event of fraud by obtaining a benefit/advantage illegally or failure to comply with any of the conditions of these Regulations. For the purposes of this item, fraud is considered to be a refund made by entering incorrect information.

5.1.6.) Once the Right of Repentance has been received in due time, BelaFeliz will send the Customer a reverse postage code, valid for 7 calendar days, to their e-mail address so that they can send the product(s) to BelaFeliz free of charge. Returns requested outside this period will not be accepted. Returns will not be accepted where: the product has been used; the product has been damaged and is not in its original packaging.


5.1.7.) The Customer undertakes to post the product(s) within 7 (seven) calendar days of receiving the reverse postage code issued by BelaFeliz at any CTT branch.


5.1.8.) The analysis of the Right of Repentance request will be carried out by BelaFeliz and informed via the Customer's e-mail address within 7 (seven) working days from the date of receipt of the product by BelaFeliz. The deadline for us to finalize the refund process is up to 10 working days after we receive your product at our distribution center.


5.1.9.) Once the Right of Repentance has been analyzed and accepted, the amounts due will be fully refunded to the Customer.


5.1.10.) Under no circumstances will a refund be made to a third party bank account.


5.1.11.) The refund will be made through the same channel used to pay for the order placed, with the deadline varying according to the credit operator or bank responsible.


5.1.12.) BelaFeliz will not be obliged to respond to requests for the return of any product when the Customer has not expressly stated their intention to exercise their Right of Withdrawal, within the legal period of 7 (seven) calendar days from the date of receipt of the product, through the Customer Service channels provided.


5.1.13.) In the event that BelaFeliz refuses to accept the Right of Withdrawal, it must provide the Customer with information on the reasons for the refusal.


5.1.14.) If the above requirements are not fully met, BelaFeliz shall not be obliged to accept the Right of Withdrawal. In this situation, the product purchased will be returned to the same delivery address, accompanied by a document stating the reasons which led BelaFeliz to refuse the exercise of the right of withdrawal.


5.1.15.) Consumers will automatically lose the right to a refund due to dissatisfaction with the result in the event of fraud by obtaining a benefit/advantage illegally or failure to comply with any of the conditions of these Regulations. For the purposes of this item, fraud is considered to be returns made by registering incorrect or false information; returns made by people who are not eligible according to the criteria established herein; returns contrary to good customs, ethics and morals; returns made using robotic, automatic, repetitive, programmed or similar methods.



5.2) Exchange


5.2.1.) If the product differs from the one purchased, we recommend that you refuse to accept it with the appropriate justification on the invoice or proof of delivery explaining the problem.

5.2.2.) If the discrepancy is found after receipt of the order, the Customer must contact our support immediately (contacto@belafeliz.com) within the exchange period of 7 (seven) calendar days from the date of receipt, describing the difference between the product purchased and the product received, as well as informing the data on the product label.

5.2.3.) For the Exchange exercise, products must be returned in their original packaging, without any signs of use, with the manual and all accessories. The product must be intact and undamaged.

5.2.4.) The product chosen for EXCHANGE must be exactly the same as the amount paid for the product in the original order.

5.2.5.) When requesting an exchange, a form and disclaimer will be sent to you. The deadline for finalizing the Exchange process is up to 10 working days, after checking all the data entered, as well as checking the product through photos and videos. After checking, we will send you the next postage information (if accepted) or rejection information (with the reason) by email. Keep an eye on your inbox.

5.2.6.) The Customer undertakes to post the product(s) within 7 (seven) calendar days of receiving the reverse postage code issued by BelaFeliz at any CTT branch.

5.2.7.) The product desired for exchange will only be released after approval by our Quality Control. If any discrepancy or violation of the product is identified, the exchange will not be accepted and the product will be sent back to the sender without prior communication, and the consumer will be solely responsible for the freight.

5.2.8.) BelaFeliz will not be obliged to respond to requests to exchange any product when the Customer has not expressly stated their intention to exercise their Right of Withdrawal, within the legal period of 7 (seven) calendar days from the date of receipt of the product, through the Customer Service channels provided.



5.3) Damages


5.3.1.) Upon delivery of the product(s), the Customer or the third party responsible for receipt must check that the packaging is in perfect condition. If there is any evidence of reconditioning, tampering and/or damage, the Customer or third party must immediately refuse to accept receipt, with the appropriate justification on the invoice or proof of delivery.


5.3.2.) After refusal, the Customer must immediately contact our support team by e-mail: contacto@belafeliz.com, giving details of what happened.


5.3.3.) If the fault/defect is found after the product has been received, the purchase may be exchanged or returned, provided that an e-mail is sent to our support (contacto@belafeliz.com) informing them of the problem within 7 (seven) calendar days of receipt.

The following are considered faults: Irregularity in the stitching; receipt of an incorrect color to the one requested and receipt of an incorrect model to the one requested.


5.3.4.) Grupo BelaFeliz will not exchange or return any goods if it is proven that the defects have been caused by improper use of the product.



6) SERVICE CHANNELS


BelaFeliz makes the following service channels available to all its Customers:


- E-mail: contacto@belafeliz.com


- CHAT: Monday to Friday from 9 a.m. to 6 p.m., as long as these are working days in Florianópolis - SC.



7) FINAL INFORMATION


The purchase of any product on the website: belafeliz.com implies automatic acceptance of all the provisions of these Regulations.


Product discrepancies: If the product differs from the one you purchased and you notice this at the time of delivery, we recommend that you refuse to accept it with the appropriate justification on the invoice or proof of delivery explaining the problem. After that, contact our support team at contacto@belafeliz.com, Monday to Friday from 9 a.m. to 6 p.m. and Saturday from 8 a.m. to 12 p.m., for the appropriate treatment. If the discrepancy is found after you have received your order, please contact our support team within the exchange period of 7 calendar days and inform them of the difference between the product you bought and the product you received. Please also provide the information on the product label.