Returns and Exchanges
At Versalat, we believe that purchasing is also an act of trust. Each product is carefully and artisanally developed, designed to reach you with quality, safety, and meaning. Still, we understand that unforeseen circumstances can occur. Therefore, we have created this Exchange and Returns Policy to clearly and transparently explain how our procedures work.
This policy complies with the Consumer Defense Code and is valid exclusively for purchases made on our official website.
Right of Withdrawal (Online Purchases)
When making a purchase in our online store, the customer has the right to withdraw from the order within seven calendar days, counted from the date of receipt of the product. For the return to be accepted, the item must be unused, without signs of burning, in perfect condition, in its original packaging, and accompanied by all items sent.
The return request must be made by email to contato@versalat.com, informing the order number and the reason for the withdrawal. Whenever possible, sending photos or videos of the product helps with analysis and speeds up service. After contact, our team will respond with the necessary guidelines to continue the process.
General Conditions for Exchanges and Returns
Products sent without prior communication or that do not meet the conditions described in this policy may be refused and returned to the sender, without the right to exchange or refund.
All exchanges or returns are subject to prior analysis and authorization by Versalat. Products sent without prior communication or that do not meet the conditions described in this policy may be refused and returned to the sender. It is important to note that Versalat products are developed artisanally and may contain natural ingredients. For this reason, slight variations in color, shade, or appearance may occur between batches. These variations are natural to the process and do not affect the quality, safety, or performance of the products, therefore not being characterized as a manufacturing defect.
Damage in Transit
We recommend checking the product upon receipt. If the packaging shows visible signs of damage, tampering, excessive dents, or any indication of damage, we advise against accepting delivery. In such situations, the customer should immediately contact Versalat for guidance.
Although we use adequate packaging to protect products during shipping, damage can occur in transit. If the customer identifies breakage, cracking, leakage, or any damage resulting from delivery, it is necessary to contact us within forty-eight hours of receiving the order.
To speed up the analysis, we request the submission of photos or videos that show the damage, as well as the preservation of the original packaging, including the outer box and protective materials. After confirmation of the incident, Versalat will arrange for product replacement or a refund of the amount paid.
Manufacturing Defect
If a manufacturing defect is identified, the request can be made within up to thirty calendar days after receiving the product. The analysis does not cover situations resulting from improper use, incorrect candle burning, improper storage, or exposure to excessive heat or direct sunlight.
Once the manufacturing defect is confirmed, Versalat will replace the product or issue a refund, depending on availability and agreement with the customer.
Request Procedure
All exchange or return requests must be made exclusively by email to contato@versalat.com. To facilitate service, it is important to provide your full name, order number, the reason for the request, and, where applicable, attach photos or videos of the product. Our team will analyze the information and respond with instructions for the next steps.
Shipping the Product for Exchange or Return
After Versalat's authorization, the product must be sent according to the instructions provided during service, within the timeframe informed by the team. Failure to meet this deadline may result in the cancellation of the request.
Shipping Cost
In cases where the exchange or return occurs due to shipping error, manufacturing defect, or damage in transit, the shipping cost will be the responsibility of Versalat. In cases of buyer's remorse, the return shipping cost will be the responsibility of the customer.
Refund
The refund will be processed after the returned product is received and analyzed, according to the payment method used for the purchase. Payments made via Pix will be refunded through the same method. Purchases made with a credit card will have the chargeback processed on the invoice, respecting the deadlines established by the card administrator.
Exceptions
Exchanges or returns of personalized products, custom-made items, or items purchased during promotions or stock clearance sales will not be accepted. Products showing signs of use, burning, or improper handling will also not be eligible for exchange or return.
Customer Service
For questions or support, our team is available to guide you through the entire process via email at contato@versalat.com.
This Exchange and Returns Policy applies exclusively to purchases made through Versalat's official website.