Return policy
Exchange and Return Policy
This exchange and return policy applies only to the Amber Perfumerie do Brasil LTDA online store. It complies with the Consumer Protection Code, which protects consumer interests and provides the possibility to cancel the purchase within seven (7) days from the date of receipt of the order, as well as to exchange the purchased product due to manufacturing defects or other issues within thirty (30) days from the date of purchase.
Basic conditions for exchange or return
To exercise the right of return, the product must be in its original packaging, sealed, without signs of use, i.e., in the perfect condition in which it was received by the customer, with the fiscal receipt attached. Removal of seals and other protective elements indicates that the product has been used. All returned products are analysed by the production department upon arrival at our warehouse.
Such analysis may take up to thirty (30) business days.
If a discrepancy or violation is detected, the product will not be accepted and will be sent back without prior notice.
If gifts or samples were provided at the time of purchase, they must also be returned along with the purchased goods.
How to request an exchange or return
The customer may submit an information request by email to loja@zielinskiandrozen.com.br within 7 days of receiving the products.
Amber will review the request and provide all necessary information and instructions on how to make a return.
In their request, the customer must provide the order number and the reason for the exchange or return. If necessary, the customer may provide additional materials, such as photographs and other evidence, if there is an issue with the products.
During the consultation, you must provide the order number and the reason for the exchange or return. A photo of the product may also be requested to expedite the processing.
Amber exchanges products if they are in stock. If the fragrances liked by the Customer are out of stock, alternative products will be offered for exchange.
We would like to note that Amber reserves the right to carry out an exchange only once per case, subject to stock availability.
Amber undertakes to ensure that the funds paid by the customer may be used towards the purchase of another product and will issue a credit for the amount paid, allowing the customer to make an alternative purchase.
If the replacement item is of a higher value, the customer will be required to pay the difference in order to complete the purchase.
At the customer’s request, if they are unable or unwilling to purchase a replacement item, Amber will refund the amount paid.
Right of withdrawal
Suppose you’ve changed your mind and no longer wish to keep the product. We do not consider this to be an issue. Please do not open the product or damage the protective packaging and any tamper-evident features, such as the special seal on the bottle. You may return the product free of charge within the specified period by submitting a request to the company.
The buyer has the right to return the purchased product within 7 calendar days, as indicated above.
If the customer changes their mind about the purchase, they must return the goods in perfect condition, with the packaging intact, all protective elements undamaged, and showing no signs of use.
For exchanges or returns, the product must be delivered to our office or warehouse.
As a rule, all other requirements set out in this document must be complied with.
Damaged or defective products
If the customer notices that the packaging of the products is visibly damaged or shows signs of tampering, we recommend refusing delivery and immediately contacting the store by sending an email to: loja@zielinskiandrozen.com.br.
In such cases, we kindly ask the customer to contact us immediately and provide detailed information regarding the incident. You may submit a request outlining the issue, describing what occurred and any damage caused to the order, and attaching photos and other evidence supporting the incident.
Upon receipt of the customer’s request, Amber will carry out an internal investigation and may request further information from the customer. In line with established practice, Amber investigates such cases within 30 working days, after which it provides its findings to the customer.
Refund of the amount paid
Consumers are entitled to claim compensation if they purchase a defective product. Article 18 of the Consumer Protection Code sets out the repair timeframe and provides options such as compensation, replacement, or a price reduction.
If the amount paid is refundable, the refund is generally made to the same credit card used for the purchase. In accordance with established practice, refunds are made using the same payment method used to purchase the products. Online purchases are typically paid for using a credit card.
How to send products to Amber
Amber has entered into an agreement with the Brazilian Postal Service. So, if you need to return a product in order to send it back to the customer, you just need to visit your nearest Post Office. The postage will be free of charge for the customer, as Amber will cover the costs.
The customer must comply with the shipping requirements in accordance with postal regulations. If necessary, the customer will receive a link by email and be asked to provide the shipping details. The procedure is simple and highly effective.
In case of payment by bank transfer, the refund will be made to the customer's bank account within 30 days following the return of the product. If the customer does not have a current account and requests a refund to a third-party account, we will send a document for the customer to complete and sign, authorising the transfer to the account designated by the customer.
Tips for buying perfume online
Although we want as many people as possible to discover our products and fragrances, we recommend making your purchases thoughtfully. To make an informed decision when shopping online, it is important to familiarise yourself with the product. This can be done at our partner stores. You can find detailed descriptions of our products, including their ingredients and fragrances, on our company's website. Once you have familiarised yourself with them, you are sure to make the right choice. In our opinion, it’s wise to approach other people's reviews with caution. We also advise against making purchases based solely on third-party opinions. When purchasing perfumes without familiarising yourself with the fragrance information provided on our website, you risk not liking the scent, finding it unsuitable for your skin, or its characteristics not meeting your expectations. Nevertheless, we hope that purchasing our products will bring you nothing but positive feelings and enjoyable experiences.