Exchange and Return of Goods
We care about product quality and every order we ship. Below you will find clear information about exchange and return conditions, possible issue cases, and how to contact our manager if there is a problem with your order.
📌 Main Conditions
Legal restrictions important
According to Ukrainian legislation, perfume and cosmetic products of proper quality cannot be returned or exchanged.
Original products 100% original
The entire assortment in our online store consists of 100% original products. BRAZIL-PROF is the official representative and importer of all brands presented on the website.
Refund of money to bank card
If the item is subject to return, the money will be transferred to your bank card. Our manager may request your card number, full name, and TIN to process the refund.
If there is a problem we are here to help
If you encounter a problem with your order, please let us know. We always try to resolve such situations as quickly as possible and without unnecessary complications.
🚫 Items NOT Eligible for Return / Exchange
When return or exchange is not possible
- If the delivery note or sales receipt is lost.
- If the product has already been used.
- If the item belongs to categories for which return or exchange is not allowed.
Categories that are not accepted for return / exchange
- Combs, irons, straighteners
- Disposable items
- Brushes, bowls, spatulas, accessories
- Special offer and discounted items
📝 What is helpful to prepare in advance
To help us review the situation faster, please prepare your order details and a short description of the issue.
🔄 If There Is a Problem with the Order
The product arrived damaged fast solution
If the item was damaged during shipment, we will send you a new one free of charge. We will handle all communication and disputes with the shipping company regarding the damage. Contact the manager, describe the situation, and attach photos.
Item does not match the order wrong item / missing item
If an item does not match your order, let us know. We will replace the item or send the missing units at our expense. We will also try to compensate for the inconvenience with a discount on your next order or a pleasant bonus.
The parcel did not arrive lost shipment
First, please contact the shipping company and check the parcel location using the tracking number from your SMS. If no information is provided or the parcel is confirmed as lost, contact our manager — we will send you a new order free of charge and cover the shipping costs.
Defective goods individual solution
Unfortunately, even the biggest brands are not fully protected from production defects. If you find a defective item, contact us and we will offer the most suitable return or exchange solution.
📩 Contact Us
How to speed up the solution
- Provide your order number and, if available, the tracking number.
- Briefly describe the problem: damage, defect, wrong item, missing item, or lost parcel.
- Attach photos of the item, packaging, and visible defects.
- If the issue is shipping damage, please make a report with the shipping company whenever possible.
Contact us in any convenient way
❓ Frequently Asked Questions
Can I return cosmetics if they simply did not suit me?
If the product belongs to perfume and cosmetic goods of proper quality, return or exchange is not available.
What should I do if the product arrived damaged?
Contact our manager immediately and send photos of the damage and packaging. We will explain the next steps and arrange a replacement.
How is the refund made?
If a refund is applicable, the money is transferred to your bank card. For this, the manager may request your card details, full name, and TIN.
How long does exchange or return take?
In most of the situations described above, the exchange or refund process starts within 1–2 working days after confirmation or after we receive the returned item.