Refund policy
Exchange and Return Policy - La Mystery
We are here to help! If you need to make an exchange or return, please check the guidelines below:
Return Policy
If you received a product and were not satisfied, it did not fit, or you changed your mind about the purchase, you may request a return for a refund within up to 7 (seven) calendar days. The product must be in its original packaging, with no signs of use, and accompanied by all items and accessories received.
To request a return, send an email to drprimocorp@gmail.com, providing the order number and attaching images showing the condition of the product.
Exchange Policy
If you received a different product from what was purchased, or if any accessory is missing, please contact us at drprimocorp@gmail.com within 7 (seven) calendar days of receipt.
Send photos of the product received and provide the order number for review. Once the error is confirmed, we will initiate the exchange process at no additional cost.
Product Defect
If the product has a manufacturing defect, you will have up to 90 (ninety) calendar days after receipt to request an exchange or return.
To do so, send photos of the product describing the defect, along with the order number, to drprimocorp@gmail.com. After review, we will initiate the exchange or return process, provided the issue was not caused by improper use.
Exchange and Return Conditions
To carry out an exchange or return, the product must meet the following conditions:
- Show no signs of use, stains, dirt, or damage.
- Be in its original packaging with intact labels.
- Comply with the deadlines: 7 days for returns or exchanges due to error or change of mind, and 90 days for defects.
Please contact us at drprimocorp@gmail.com to start the process, and we will respond with instructions within up to 5 (five) business days.
Refund Methods
Discount Coupon Available for return cases due to dissatisfaction. The coupon is valid for 90 (ninety) days, is exclusive to the account holder, and cannot be converted into cash.
Credit Card Refund After review and approval of the return, we will request the refund from the card issuer within up to 7 (seven) business days. Processing time depends on the card issuer's policy and may take up to two months.
Refund via Pix or Bank Transfer After review and approval of the return, the refund will be processed within up to 30 (thirty) business days to the payment intermediary account.
Refund via Bank Slip (Boleto) After review and approval of the return, the amount will be refunded within up to 30 (thirty) business days to the payment intermediary account.
Contact Us
If you have any questions, our team is available at drprimocorp@gmail.com or by WhatsApp/phone to be defined.
