If the product you received is not in accordance with the invoice, the client must let Alice Neiva know within 15 days, sending via email a copy of the invoice together with the complaint.
Every product must be accompanied by a product description, specifying the reason that does not allow the customer to properly use the product (s). The product (s) has to be in the original state, in perfect condition and complete. If necessary, to prove this imperfection, please return the product with its packaging with useful references to identification.
15 working days after the product’s deliver any claim will be evaluated by Alice Neiva, which can be accepted or not, depending on assessment of the same. No claims will be accepted if the conditions above are not strictly respected.
RETURNS BY DEFECT
Products may only be returned after preliminary agreement through confirmation from Alice Neiva.
The goods can be exchanged for other items or the customer may be refunded the amount excluding transport costs. Always attach a purchase invoice to the list of items for exchange and/or its IBAN with the return.
All products returned for exchange must be in perfect condition, complete and carefully packed in their volumes/original packaging, without any signs of use. Their labels must be intact so they can be sold again. Orders returned should be sent by registered mail otherwise Alice Neiva is not responsible for the loss of the same.
All products returned for exchange must be in perfect condition, complete and carefully packed in their volumes/original packaging, without any signs of use. Their labels must be intact so they can be sold again.