We have a 30-day return policy. This means you have 30 days after receiving the item to request a return. 

To be eligible for a return, the item must be in the same condition in which you received it: unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at sac@yosen.com.br to receive return instructions.

If the return is accepted, we will send you a shipping label, as well as instructions on how and where to send the package. Items sent back without a prior return request will not be accepted.

Contact us at sac@yosen.com.br if you have questions about returns.

Damage and problems
Inspect the order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can assess the problem and correct it.

Exchanges
The fastest way to ensure you get what you want is to return the item and, once the return is accepted, make a separate purchase of the new item.

Refunds
We will notify you as soon as we receive and inspect the return, and inform you whether the refund has been approved. If approved, you will receive an automatic refund in the original form of payment within 10 business days. Please note that it may take some time for your bank or credit card company to process and deposit the refund.
If more than 15 business days pass after the return is approved, contact us at sac@yosen.com.br.

TERMS AND CONDITIONS FOR THE SALE OF PRODUCTS – YOSEN

Yosen, headquartered at Av. Dra. Nadir Aguiar, 1805 – Ribeirão Preto/SP, CEP  14056-667, CNPJ: 53.163.323/0001-62, State Registration: 797.440.460.115, hereinafter simply referred to as Yosen, and, on the other hand, the Yosen customer, identified at the time of purchase of Yosen products, hereinafter simply referred to as the Customer.

Considering that Yosen sells products online;

The purpose of this contract is to establish the general terms and conditions for the Customer's use and purchase of products through the Yosen websites (www.yosen.com.br) (“Website”).

         1. customer service (SAC)

1.1. To improve services and enable Customers to make the best purchasing choice, the Customer may post opinions, reviews, and comments, and submit questions.

1.2. When submitting any content, the Customer represents and warrants that: i) they are the sole author and owner of the rights related to the posted content; ii) the content is safe and accurate; iii) the use of the provided content does not violate Yosen's policies and will not cause harm to any person or entity.

1.3. Content posted by the Customer may not be false, inaccurate, misleading, defamatory, accusatory, hateful, racially or religiously prejudiced or offensive, threatening, harmful to third parties, political in nature, infringing on legislation, violating copyrights or intellectual property rights, referencing other websites, addresses, email addresses, contact information, or telephone numbers, and may not contain any computer viruses, worms, or other potentially harmful files or programs.

1.4. Yosen assumes no responsibility for the content provided and posted by its Customers. However, Yosen reserves the right not to publish or to remove any opinion, review, data, question, or any other content characterized as contrary to the Law, constitutional, moral, and ethical principles, as well as those that violate Yosen's terms and conditions, without any right to the return of any amount eventually paid by the Customer.

1.5. Authors of offensive comments or those in disagreement with the Company's guidelines may be held civilly and criminally liable for published content that violates the Law and/or causes injury to the rights of third parties and/or Yosen. The Customer agrees to indemnify the Company for all damages, losses, losses, and expenses, of any type and nature, arising from or related to claims stemming from the content provided by the Customer.

1.6. For any content submitted, the Customer grants Yosen perpetual, irrevocable, royalty-free licenses and rights to reproduce, use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works, and/or sell and/or distribute such content and/or incorporate it into any form, medium, or technology worldwide without compensation to the Customer. All content submitted by the Customer may be used according to Yosen's criteria.

1.7. When submitting any content, the Customer agrees that Yosen and its service providers may use their registered email address to contact them regarding the status of their profile and for other administrative reasons.

         2. customer service (SAC)

2.1. The Customer has access to this service to answer questions and resolve eventual requests or complaints regarding their order or any content made available on the Websites. SAC may be contacted by phone, the Website's email form, or WhatsApp, all of which are available in our “Customer Service Center” (SAC).

         3. delivery policy

3.1. The delivery time for Products is stated during the purchasing process and is calculated in business days. Product deliveries are made Monday through Friday, from 8:00 a.m. to 6:30 p.m. Exceptionally, some Product deliveries may occur on Saturdays, Sundays, and holidays.

3.2. Up to three delivery attempts will be made at the location provided by the Customer on alternate days, with an interval of up to 48 hours between deliveries. It is essential that, at the provided address, there is a person authorized by the buyer, over 18 years old and responsible, carrying identification to receive the merchandise and sign the delivery protocol. If three delivery attempts are unsuccessful, the Customer understands and accepts that the order will return to the Yosen Distribution Center.

3.3. After the order is finalized, it is not possible to change the payment method and/or delivery address, request expedited delivery, or request priority delivery.

3.4. The delivery time stated during the Product purchasing process takes into account inventory, region, the invoice issuance process, and Product preparation time.

3.5. The delivery shipping cost is calculated based on the delivery location, weight, and dimensions of the Product.

3.6. Yosen does not authorize the carrier to:

• Enter the residence where the Product will be delivered;
• Perform maintenance or exchange Products without the Customer's request;
• Open the Product packaging;
• Deliver to an address different from the one on the invoice, which is the document sent in international product and/or service sales;
• Deliver the Product to a person under 18 years old and/or without identification.

         4. right of withdrawal

4.1. The Customer may exercise the right of withdrawal from the purchase for the purpose of returning the Product, in which case the following conditions must be observed:

• The withdrawal period for the Product purchase is up to 7 (seven) consecutive days, starting from the date of receipt;
• In the event of withdrawal from the purchase, the Product must be returned to Yosen in the original or similar packaging, accompanied by the invoice

4.2. The Customer must request the return through the Customer Service (SAC) and follow the instructions provided by the support team.

4.3. After the Product arrives at Yosen, the company will verify whether the above conditions have been met. If so, it will arrange a full refund of the purchase amount.

4.4. For purchases made with a credit card, the card administrator will be notified, and the reversal will occur on the next or subsequent statement, in a single installment, regardless of the number of installments used in the purchase. The timeframe for reimbursement and, furthermore, the charging of the remaining installments after the full reversal of the Product amount on the Customer's credit card carried out by Yosen is the sole responsibility of the card administrator. In the event of future installment charges by the card administrator, the Customer will not be burdened, since Yosen, as mentioned above, reverses the full Product amount in a single installment, and the credit corresponding to the reversal is granted in full by the card administrator on the statement following the month of cancellation.

4.5. For purchases paid with a bank slip or account debit, the refund will be made by bank deposit, within up to 10 (ten) business days, only to the buyer's checking account, which must be individual. It is necessary that the CPF of the checking account holder be the same as the one listed on the order (Customer's CPF). If the buyer does not have a checking account that meets the stated conditions, a Payment Order in the name of the purchase holder will be sent within the same timeframe. It can be redeemed at any Banco Itaú branch, upon presentation of identification and CPF.

4.6. Yosen is exempt from the obligation to cancel any Product that does not meet the requirements listed in this provision.

         5. exchange and return policy

5.1. All occurrences involving an exchange or return will be handled as provided for in the Consumer Defense Code. In the event of a return of Products with limited and seasonal inventory, Yosen will refund the amount paid to the Customer.

5.2. The Customer must request the exchange or return through the Customer Service (SAC). The expenses resulting from the collection or mailing of the Product will be borne by the customer.

5.3. The Product must be returned to Yosen in the original packaging, accompanied by the invoice.

5.4. After the Product arrives, Yosen will verify whether the above conditions have been met. If so, it will arrange the refund or exchange of the Product according to the request made by the Customer.

5.5. Yosen is exempt from the obligation to fulfill requests for the exchange or return of any Product returned without the Customer Service department being notified within the timeframe or without the completeness of the product.

         6. accepted payment methods

6.1. One-time payment: Bank slip; Account debit; Credit card; PIX;

6.2. Installment payment: Credit card.

6.3. For credit card payments, the order will be subject to approval by the card administrator. The information contained in the registration is subject to confirmation, which may be requested by Yosen by email.

         7. delivery times and payment method

7.1. Purchases paid with a credit card: the delivery time is considered from the verification of registration data and the confirmation of payment by the card administrator. Confirmation is carried out within up to two consecutive days, and in the event of registration discrepancies, Yosen will contact the buyer.

7.2. Purchases paid by bank slip: the delivery time is considered from the confirmation of payment by the bank. Confirmation is carried out within up to three business days from payment.

7.3. Purchases paid by account debit: the delivery time is considered from the confirmation of payment by the bank. Confirmation is carried out within up to two consecutive days.

         8. offers

8.1. Offers can be found on the main page of the Yosen website and in the list of departments. However, an offer may be removed from the website when the Products in stock are sold out and it is not possible to replenish them with our suppliers and/or Partners.

8.2. The Customer must carefully read the rules of each offer before finalizing the purchase. In case of doubt, the Customer must contact our Customer Service Department (SAC).

          9. product characteristics and health risk

9.1. Before buying a Product, the Customer must carefully read the description of use and handling on its page, as well as the age range indication. In case of doubt, they must contact the Customer Service Department (SAC).

         10. fortuitous event and force majeure

10.1. Neither party will be responsible to the other for any failure or delay in the fulfillment of the obligations set forth in this contract caused by fortuitous events or force majeure.

         11. forum

11.1. The forum of Ribeirão Preto is elected to resolve any controversies regarding this contract.