At Cicatrissim, we care deeply about your satisfaction and the trust you place in our products. If, for any reason, your order does not meet your expectations, you have the right to request an exchange or return within 7 calendar days from the date of receipt, in accordance with the Brazilian Consumer Protection Code.
Please note that the first exchange is free of charge.
Conditions for Returns and Exchanges
To be eligible for an exchange or return, the product must meet the following conditions:
-
It must be in its original, unopened, and unused condition
-
The product must be returned in its original packaging, including all leaflets, seals, and protective materials
-
Items that are open, used, or with broken seals cannot be exchanged or returned, due to hygiene and safety regulations
We do not accept returns or exchanges of complimentary or promotional items.
Defective or Damaged Products
If your product arrives with any manufacturing defect or damage, you may request an exchange or return within 7 calendar days of receiving it.
In this case, Cicatrissim will cover all shipping costs related to the return or exchange.
Exchanges will not be accepted in cases of:
-
Damage due to misuse, improper storage, or handling
-
Signs of product use
-
Accidental or intentional damage
-
Broken or removed seals
Regret or Order Cancellation
If you regret your purchase, you may request a return and refund within 7 calendar days, as per Article 49 of the Consumer Protection Code.
To qualify, the product must:
When to Refuse Delivery
We recommend refusing the delivery and contacting us immediately if you notice:
-
Damaged or opened packaging
-
Missing items inside the box
-
Product different from what was ordered
-
Signs of tampering or mishandling during transport
How to Return a Product
To begin a return or exchange process, please contact our customer service team — preferably via WhatsApp — so we can assist you step by step.
Returns may be made through postal service (Correios) or a partner carrier, depending on your location. Once your request is processed, you will receive an email with all necessary instructions.
Please note: The exchange or refund process will only begin once the product is received and inspected by our team.
Refunds
After receiving and approving your returned product, your refund will be processed based on the payment method used:
If you have any questions, feel free to contact our team. We’re here to help!
