Refund Policy

1. GENERAL CONDITIONS

1.1. Sol e Flora respects its customers' rights and offers an Exchange and Return Policy based on transparency, current legislation, and a commitment to consumer satisfaction.
1.2. All exchange or return requests must be made exclusively through our official service channel (WhatsApp or email), within the stipulated deadlines and with the order number at hand.
1.3. Returned products must be in perfect condition, with no signs of use, seal violation, or alterations to their original packaging.

2. RIGHT OF WITHDRAWAL – 7 DAYS (CONSUMER PROTECTION CODE)

2.1. In accordance with article 49 of the Consumer Protection Code, the customer has the right to withdraw from the purchase within 7 (seven) calendar days after receiving the order.
2.2. To exercise this right, the customer must:

  • Notify the Sol e Flora team within the deadline;
  • Ensure that the product is sealed, unused, and in its original packaging;
  • Provide purchase details and desired refund method.

2.3. After receiving and analyzing the returned product, the amount paid will be fully refunded, including shipping costs.

3. EXCHANGE DUE TO MANUFACTURING DEFECT

3.1. Products with manufacturing defects or functional anomalies may be exchanged or refunded, provided the problem is reported within 30 calendar days of receipt.
3.2. The defect will be evaluated by Sol e Flora's technical team, which may involve sending photos or returning the product to the distribution center.
3.3. After confirmation of the defect, the customer may choose to:

  • Exchange for the same product (if available in stock);
  • Exchange for another item of equivalent value;
  • Full refund of the amount paid.

4. EXCHANGE DUE TO DISSATISFACTION OR GIFT

4.1. Sol e Flora may accept the exchange of a product for another without defect, for reasons of taste or as a gift, within a period of up to 7 calendar days, at the company's discretion.
4.2. In these cases:

  • The product must not have been opened, tested, or used;
  • Return and reshipment costs will be the customer's responsibility;
  • The exchange will be made for a credit voucher or another item from the catalog.

5. KITS, GIFTS AND DISCOVERY BOX

5.1. In the case of exchanges or returns of promotional kits, combos, or special packaging:

  • All items in the set must be returned, even if only one of the products has a problem.
  • Gifts and samples that accompany the purchase must also be returned with the original order, when applicable.
  • If the gift has been used, the corresponding value may be deducted from the refund.

5.2. Sol e Flora Discovery Box

  • The Discovery Box is a special product composed of 7 fragrances in 1ml samples, the value of which is converted into full credit for the redemption of 1 100ml perfume on the official Sol e Flora website.
  • In case of return due to withdrawal (CDC – 7 days), the customer may request a refund of the amount paid, even if they have opened and tested the samples.
  • For returns after the legal deadline or due to dissatisfaction, Sol e Flora may, at its discretion, offer an exchange for another product or store credit.
  • The redemption coupon is personal, non-transferable, and valid for 30 days from the date of receipt of the Discovery Box.
  • If the customer does not use the coupon within the informed period, they will lose the right to redemption without refund of the amount paid, unless it is within the legal period of 7 calendar days for withdrawal (CDC).

6. CONDITIONS THAT INVALIDATE THE EXCHANGE OR RETURN

6.1. Products that show:

  • Signs of use or application;
  • Violated or damaged packaging;
  • Lack of accessories or parts of the original product;
  • Promotional products with a non-exchangeable warning.

will not be accepted for exchange or return.

7. EXCHANGE AND RETURN PROCEDURE

7.1. The customer must contact the service team providing:

  • Order number;
  • Product to be returned or exchanged;
  • Reason for the request;
  • Photos of the product, packaging, and invoice.

7.2. After validation by the team, the step-by-step instructions for return or exchange via carrier will be sent.

7.3. Alternatively, the customer may choose to make the return or exchange in person at the Sol e Flora physical store, located at the following address:

📍 R. Paulo Barros de Góes, 1840 – Lagoa Nova, Natal/RN, 59064-460 – Loja 04

7.4. The refund will be made using the same payment method used for the purchase, respecting the following deadlines:

  • PIX or bank slip: up to 7 business days after analysis;

Credit card: chargeback requested to the operator, with refund in up to two invoices.