Return and Refund Policy
4Seasons Boutique carries out exchanges and returns in accordance with the guidelines of the Consumer Protection Code, in the cases and in the forms detailed below.
Check our delivery times or, if you have any questions, contact us, from Monday to Friday, from 9am to 7pm, through the following Service Channels:
Telephone: (31) 996052036
Email: forseasonsboutiquebr@gmail.com
All information regarding the purchase, as well as all exchange and/or cancellation instructions will be sent via the telephone number provided by the consumer in their registration. It is the consumer's responsibility to keep their registration up to date, with the correct telephone number to enable communication between the parties.
1. DELIVERY
1.1 The deadline for delivery of products is informed during the purchase procedure and is counted in working days. Product deliveries are made by post, between Mondays and Fridays, and may exceptionally occur on weekends, in accordance with the public company providing the services;
1.2 Checking the adequacy of the product dimensions is the sole responsibility of the customer, who must ensure that they are in accordance with the spatial limits of the elevators, doors and corridors at the delivery location. The product will not be assembled or disassembled, transported via stairs and/or doors and windows, or the goods will not be inflated.
1.3 It is essential that, at the address provided, there is a person authorized by the buyer, over 18 years of age and responsible, carrying an identification document to receive the merchandise and sign the delivery protocol. If there are three unsuccessful delivery attempts, the customer understands and accepts that the order will be returned to the company and a fee will be charged for resending the merchandise/order.
1.4 After finalizing the order, it is not possible to change the payment method and/or delivery address, request an advance or even priority delivery.
1.5 For all intents and purposes, the 4Seasons Boutique customer will be considered the importer of the product and solely responsible for the international purchase made, given that the company only makes its platform available for intermediation and execution of the business.
1.6 When the product arrives in Brazil, it may be retained by the federal revenue service and delay the delivery date. In these cases, among others provided for in this policy, the customer cannot hold 4Seasons Boutique responsible for any delays.
2. PURCHASE REGRET
According to art. 49 of the CDC, the consumer may cancel the purchase, regardless of justification, within 7 calendar days from the date of receipt of the product. After this period, the purchase will not be cancelled due to regret.
The date on which the consumer receives the product is considered to be the date informed by the Post Office.
Step by step guide to exercising the right of withdrawal:
2.1 If you have received your product and wish to cancel the purchase, request the cancellation through one of our Communication Channels, within the stipulated period, informing what happened.
2.2 For faster and more practical service, one of our representatives will respond to the cancellation request via the telephone number provided in the registration form where the purchase was made. 4Seasons Boutique understands that contact is easier via WhatsApp, but if you prefer communication to take place via email, please inform us of this option when contacting us.
2.3 Exchange and/or cancellation instructions will be sent through the chosen service channel, as follows:
The product must be returned to the company in its original packaging, via post, using the PAC shipping option, in addition to the manual and accessories that came with it, within 5 (five) business days after the address to which the product is to be sent is forwarded;
Once the merchandise has been received in our warehouse, we will begin the procedure to refund the product value.
2.4 Refund conditions depend on the chosen payment method:
If payment was made by credit or debit card, we will notify the operator of the cancellation of the purchase within 7 business days. The refund of the amount of the canceled purchase will be made in accordance with the card brand's policy, and may take up to 90 days.
If payment was made via boleto or pix, the refund of the amount of the canceled purchase will occur within 7 business days, to an account owned by the person who made the purchase.
2.5 If it is found that the product has been used, or is not in accordance with the company's guidelines and deadlines, except for a proven just cause, 4Seasons Boutique will not refund the value of the product.
Note: The product must be sent by post using the PAC shipping option, as set out in item 2.3.
Remember: The right to regret may be denied in situations where there is abuse of the right to regret and/or bad faith on the part of the consumer, such as when, for example, the consumer uses the product before returning it, or takes too long to respond to requests from our attendants or even to return the product.
In case of payment option via bank slip, the order will be automatically cancelled if the slip is not paid by the due date.
3. DEFECTIVE PRODUCT (DEFECT)
According to art. 18 et seq. of the CDC, the consumer may demand the repair of products that present defects/faults.
If the defect is not remedied within thirty days by the supplier, the consumer may choose (i) replacement of the product with another of the same type, in perfect condition for use; or (ii) refund of the amount paid; or (iii) proportional reduction in the price.
The consumer may complain about apparent or easily detectable defects within thirty days of receiving the goods, in the case of non-durable products, or within ninety days, in the case of durable products.
If the defect is not apparent or easy to detect (hidden defect), the period for filing a complaint begins when the defect becomes evident.
For both apparent and hidden defects, the merchandise will be inspected to identify the cause of the defect. As soon as the product arrives in our warehouse, a report will be issued within 3 (three) business days confirming or not the defect.
Step by step guide to exchanging or returning a defective product:
3.1 If your product presents any defect within 90 days of receipt, please contact us through one of our Communication Channels to inform us of the incident;
3.2 For faster and more practical service, one of our representatives will respond to your request using the telephone number provided when you registered your purchase. 4Seasons Boutique understands that contact is easier via WhatsApp, but if you prefer to communicate via email, please inform us of this option when you contact us.
3.3 Exchange and/or return instructions will be sent through the chosen service channel, as follows:
The product must be returned to the company in its original packaging, via post, using the PAC shipping option, in addition to the manual and accessories that came with it, within 5 (five) business days after the address to which the product is to be sent is forwarded;
Once the merchandise has been received in our warehouse, we will initiate the procedure to refund the value of the product (in case of return) or we will release a voucher for the value of the product so that the consumer can use it in our store (in case of exchange).
3.4 In case of return, the refund conditions depend on the chosen payment method:
If payment was made by credit or debit card, we will notify the operator of the cancellation of the purchase within 7 business days. The refund of the amount of the canceled purchase will be made in accordance with the card brand's policy, and may take up to 90 days.
If payment was made via boleto or pix, the refund of the amount of the canceled purchase will occur within 7 business days, to an account owned by the person who made the purchase.
3.5 If there is more than 5 (five) business days between the forwarding of the address to which the product is to be sent and the posting of the merchandise, due to consumer negligence, 4Seasons Boutique will not exchange or refund the value of the product.
Note: The product must be sent by post using the PAC shipping option, as set out in item 3.3.
Remember: The right to exchange or return may be denied in situations where there is abuse of the right and/or bad faith on the part of the consumer, such as when, for example, the product does not present any defect, or when the consumer takes too long to respond to requests from our attendants or even to return the product.
4. TRANSPORT DAMAGES AND DISCREPANCIES
Upon delivery and in the presence of the carrier, check that the packaging is in perfect condition — it must not be tampered with, torn or wet. The product must also not be damaged (crushed, scratched or scuffed). Check the product specifications, quantity and whether it is as ordered and described. If there is any discrepancy, DO NOT ACCEPT THE PRODUCT UPON DELIVERY, DO NOT SIGN THE NOTE and check whether the reason for refusal is recorded on the back of the note. Then, contact us and we will handle your case.
5. CONDITIONS AND TYPES OF REFUND
5.1 Bank slip
If the purchase was made using a bank slip, when requesting cancellation or exchange, it will be necessary to provide the following information about the person who made the purchase: (i) Full name; (ii) CPF number; (iii) Bank name; (iv) Bank account number; and (v) Branch number; or (vi) Pix key.
Then, just wait up to 3 business days after receiving the merchandise in our warehouse to receive the refund in your checking account. If the purchaser does not have a checking account, they will need to send a handwritten and signed letter, with their ID and CPF identification (by fax, registered mail or email) and the complete information authorizing the refund to an account held by a third party. Important: provide your bank details carefully, including the account number, to avoid delays in the refund process.
5.2 Credit card
We will notify the operator of the cancellation of the purchase within 7 business days after receiving the merchandise in our warehouse. The refund of the installment(s) paid will be posted on the next invoices, which will be updated by the financial institution. This procedure is the responsibility of the card administrator.
It may take up to 90 days for the refund to be processed on your card. If you have any questions about your card's policy, please contact the financial institution directly for clarification.
If there is any change in the deadlines and/or problem during the refund process, you will be duly informed. Since the procedure depends on other institutions, unforeseen events may occur. But don't worry, we are taking care of the process very carefully!
6. REFUSAL OF TAXED GOODS
We understand that unexpected customs fees can be a source of concern. However, it is crucial to be aware of some important points related to this issue:
I. If your order is taxed, we cover this fee, but it is the customer's responsibility to track the tracking code that is automatically sent to the email. If the merchandise is taxed, the customer also receives an SMS from the post office informing them of the fee to be paid. If the customer chooses to pay the fee, just send us proof of payment and we will refund it.
II. If you choose to refuse delivery due to taxation:
The merchandise will be seized by the government , and may be destroyed or transferred, making it impossible to return.
In this case the refund will be only 60% of the value of the product . The remaining 40% covers administrative costs and possible losses.
III. Before you decide to refuse the product, even without evaluating it, we would like to remind you that there are more beneficial options for you. If, after receiving it, you find that the product does not meet your expectations, you can count on our regular exchange and return policy. This way, you will have the opportunity to evaluate the item in hand and decide on the best path. We reiterate our commitment to providing an excellent shopping experience. If you have any questions, please contact us. We value your trust and are always available to help.
7. FREQUENTLY ASKED QUESTIONS:
7.1 The Post Office website says that my merchandise has already been delivered, but I haven't received it. What should I do? First, check to see if anyone else hasn't received your merchandise. If no one you know has received it, contact the Post Office directly and ask who signed the receipt for the merchandise. If the Post Office denies the information, you will need to file an online police report on the website of your city's police station to report the incident. Then, send us the police report and we will take the appropriate measures to ensure that your product is delivered as soon as possible.
** Check the possibility of regret before receiving the product - is it possible to prevent delivery?
8. ADVERTISED PRODUCTS
8.1 4Seasons Boutique and Shopping is a business intermediation company with partners in China, and the consumer is aware that they will be purchasing products from the company's partners.
8.2 The Customer declares to be aware that some indications on the packaging, manuals and/or product labels may be in another language, and it is the customer's responsibility to take all necessary measures to accurately understand the operation or use of the imported product, and it is their sole responsibility to check all the terms of the offers made available.
8.3 In purchases made at 4Seasons Boutique , the customer declares and agrees that: (i) he/she will be the importer of the product in Brazil; (ii) the product is being imported for his/her own use, without the purpose of resale and/or distribution; (iii) he/she is exclusively responsible for verifying all conditions applicable to the imported product; (iv) he/she will assume responsibility and risks for any nonconformities found in the imported product; (v) he/she will import the product in accordance with the laws and regulations of Brazilian legislation and in compliance with American policies; (vi) he/she will assume responsibility for all costs related to the import, as well as for any extraordinary costs due to the import or inspection by Brazilian public agencies during the process of nationalization of the products; (vii) he/she will carry out all types of consultations necessary to attest to the legality of the imported product; (viii) he/she will provide all necessary authorizations, information and documents, as required by regulatory agencies in Brazil; and (ix) is aware that delivery times may be affected by the import and regularization process of the product in the national territory, as per the processes detailed in the previous items.
The customer also declares that his/her Individual Taxpayer Registry (CPF) number is valid and suitable for carrying out foreign exchange transactions regulated by current legislation, in particular, Circular 3,691/2013 of the Central Bank of Brazil.