1.1. According to the Consumer Protection Code, the customer has the right to request the return or exchange of a product within 7 (seven) calendar days from the date of receiving the order, in the case of online purchases made outside the physical store.
1.2. For defective equipment, the deadline for requesting a return or exchange is 90 (ninety) days from the date of receipt.
2.1. Products must be returned in their original packaging, without any signs of use, and must include all accessories and manuals, if applicable.
2.2. Products returned due to withdrawal or change of mind must not show any signs of use and must be in perfect condition.
2.3. Defective products will be assessed by our technical team before processing the return or exchange.
3.1. The customer should contact our Customer Service Department (SAC) by email, telephone, or chat, providing the reason for the return or exchange and the order number.
3.2. In the case of defective products, it is important to provide a detailed description of the defect and, if possible, photos that highlight the issue.
4.1. Exchange: After the request for exchange is approved, Ana Store will arrange for the new product to be shipped to the customer. The cost of return shipping and reshipping the new product will be covered by Ana Store in the case of manufacturing defects. For exchanges due to withdrawal or change of mind, return and reshipping costs will be the responsibility of the customer.
4.2. Return: In the case of a return, the customer will receive a refund of the amount paid for the product, based on the payment method used for the purchase, within the timeframes stipulated by law.
5.1. The customer can request the cancellation of the order before the product is shipped. After shipment, the return and exchange policies mentioned above will apply.
To request a return or exchange, or if you have any questions about our policy, please contact our Customer Service Department:
This return and exchange policy is in compliance with Brazilian laws, ensuring the rights of our customers. We reserve the right to update this policy as needed, always with transparency and customer satisfaction in mind.
Last Updated: 13/09/2023
Sincerely, Ana Store Team
Established in 2012, Ana Paula Carvalho has excelled in the professional hair cosmetics market. Throughout its history, it has firmly established itself in both the national and international markets with its renowned brand, Ana Salon Pro. Today, it is recognized as a leading figure in the hair cosmetics sector, operating in over 52 countries.
