Our product exchange policy is designed to provide customers with complete security regarding the products purchased from our store.
All of our products come with a warranty against manufacturing defects.
We also offer exchanges for products that were delivered differently from what was ordered by the customer.
If you receive one of our products with a manufacturing defect or different from what you ordered, please follow the steps below to request an exchange:
If more than 7 business days have passed and the product presents any defect or flaw, please contact us informing your CPF (Brazilian ID number), order number, the product to be returned, and the defect found.
Once we receive your email, we will forward your request to our Quality Department for verification. Authorization from this department is required for any possible exchange. After the analysis, we will contact you with the decision and inform whether an exchange will be necessary.
The deadline to request an exchange for this reason is 90 days after receiving the product.
Please note: exchanges or refunds will not be processed after this period.
Your claim will be reviewed within a maximum of 7 business days, and if the issue is confirmed, we will contact you by email and you may choose one of the following options:
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Receive a refund of the amount paid.
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Receive a new product identical to the one ordered.
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Receive a product of similar value.
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Receive a coupon for the value of the product to be used on future purchases.
According to the Brazilian Consumer Protection Code (CDC), requests to cancel online purchases must be made within 7 business days/calendar days from the date the product is received.
For credit card refunds, our Finance Department has up to 7 business days to process the request with the card issuer. The deadline for the amount to appear on your credit card statement may take up to 120 days, depending on the card issuer and your billing cycle.
If a refund is required, it will be issued to a bank account within a maximum of 10 business days after the quality analysis and can only be made to an account registered under the same CPF used on our website.
Products returned without prior notice, outside the allowed timeframe, with missing or mismatched items, or without the label or invoice will be sent back to the customer.
The same applies to exchanges that are rejected after analysis by our Quality Department. These items will be returned to the customer via cash-on-delivery Sedex, and the return shipping cost must be paid by the customer.
Attention: L'essenceHome is not responsible for return shipping costs in cases of refunds, chargebacks, or exchanges for other products. These costs are the customer’s responsibility.
L'essenceHome respects your privacy and guarantees the complete confidentiality of the information you provide to us. Only data such as your name and email address are stored in our database for the purpose of improving our relationship with you. This allows us to always offer you the best products and services.
All of our eCommerce technology is focused not only on functionality but also on the security of users’ data, including personal and payment information.
Your credit card number is used solely by the payment processor and only during the purchase process. It is not stored in our records in any way after the transaction is completed. Financial transactions are carried out exclusively through the payment gateway, ensuring complete purchase security.
Your email address will be used only to contact you regarding your orders or to inform you about promotions and new releases on our website, and you may unsubscribe at any time.
The sharing of our customers’ personal information will only occur strictly under court orders for investigative purposes or at the customer’s own request.
The consumer authorizes the use of their CPF (Brazilian tax ID) for the issuance of payment slips (boletos) related to product transactions at the time of purchase.
If you have any questions or suggestions regarding our Privacy Policy, please contact us.
L'essenceHome guarantees the security of your purchase and respects your privacy.
We work with international suppliers from the United States, Europe, and Asia to always ensure the best prices and the highest quality.
Our suppliers will ship your product directly from the factory to you.
The estimated delivery time is between 10 and 25 business days.
We carefully select suppliers who, in addition to competitive pricing and quality, also ensure faster shipping times.
If the estimated delivery period has passed, we recommend that you contact the postal service (Correios) to clarify the reason for the delay.
If the postal service does not have your order, please contact us immediately so we can verify the issue with our suppliers.
If a logistics issue with your order is confirmed, we will issue a FULL refund for your purchase immediately after these verification steps.
The tracking code for your order will be sent by email within 5 to 10 business days after your order confirmation.
If your order was placed using Boleto Bancário, the time between payment and bank confirmation may take up to 5 business days.