Exchange and Returns Policy

At Onabloom, we want your shopping experience to be safe, transparent, and satisfactory at every stage.

This Exchange and Returns Policy sets out the procedures applicable to purchases made in our online store, including requests due to remorse, defects, damage, incorrect products, or other order-related discrepancies.

All requests will be reviewed in accordance with this policy and the rights guaranteed under Brazilian law, especially the Consumer Defense Code (Law No. 8,078/1990).

1. General Conditions for Exchanges and Returns

To request an exchange or return, customers must contact us through Onabloom’s official customer service channels, providing the information necessary to identify the order.

Whenever possible, we recommend keeping the product:

• In good condition;
• In its original packaging;
• With the accessories and components received;
• With any manuals;
• With its tags and any other items that came with the product;
• With proof of purchase or the order number.

The original packaging makes the return process easier and protects the product during shipping. However, opening the packaging alone does not prevent you from exercising your right to withdraw within the legal time limit.

The product must be properly packaged to prevent damage during return shipping.

2. Right to Withdraw

For purchases made online, consumers have the right to withdraw from the purchase within 7 (seven) calendar days of receiving the product, as provided by Brazilian law.

You do not need to provide a reason for withdrawing within this period.

To exercise your right to withdraw, contact Onabloom through one of our official customer service channels and let us know that you wish to return the product.

After receiving your request, our team will provide the necessary instructions.

3. Return Shipping Costs for Withdrawals

When the right to withdraw is exercised within the legal time limit, the consumer will not be responsible for the cost of shipping the product back.

Onabloom will provide instructions on the appropriate return method.

We recommend that customers do not ship products on their own before receiving instructions from our team, as this could make it difficult to track the process.

4. Refunds for Withdrawals

After a valid exercise of the right to withdraw, the amounts paid will be refunded in accordance with applicable law.

Whenever possible, the refund will be issued using the same payment method as the original transaction.

Since Onabloom’s payments are processed through Mercado Pago, the time it takes for the funds to become available may vary depending on:

• The payment method used;
• Mercado Pago’s procedures;
• The customer’s financial institution;
• The card issuer;
• The statement closing date.

For credit card payments, the refund may appear on the current or a subsequent statement, depending on the card issuer’s procedures.

5. Product Defect or Manufacturing Defect

If the product appears to have a defect or manufacturing defect, contact our team and provide a detailed description of the problem.

The legal time limits for reporting apparent defects or defects that are easy to identify are:

• 30 days for non-durable goods;
• 90 days for durable goods.

The time limit begins on the date the product is actually delivered.

For a latent defect, meaning a problem that only becomes apparent later, the time limit begins when the defect becomes evident.

6. Defective Product Review

Depending on the nature of the problem, Onabloom may request additional information to better understand the situation.

We may request:

• Order number;
• Product name;
• Detailed description of the problem;
• Photographs;
• Videos;
• Images of the packaging;
• Other information needed for our review.

When necessary, we may ask you to send the product in for assessment.

Requests for photos or videos are intended to help us identify the problem more quickly and do not limit any rights guaranteed to consumers by law.

7. Time Limit for Resolving Defects

Where applicable, the legal time limit for resolving the product defect will be observed.

If the problem is not resolved within the maximum time allowed by law, the consumer may exercise the remedies available under the law, including, as applicable:

• Replacement of the product with another of the same type in perfect condition;
• A refund of the amount paid;
• A proportional price reduction.

The law provides for situations in which these remedies may be available immediately, depending on the nature and extent of the problem.

8. Product Damaged in Transit

If your order arrives with signs of breakage, leakage, tampering, significant dents, or other shipping-related damage, we recommend contacting us as soon as you identify the problem.

Whenever possible, please send:

• A photo of the outer packaging;
• A photo of the shipping label;
• Photos of the product received;
• Images clearly showing the damage;
• A video of the package being opened, if available.

These records help our team review what happened and find a solution more quickly.

9. Incorrect Product

If you receive a product that differs from the one in your order, contact us as soon as you notice the discrepancy.

Please provide:

• Order number;
• Product purchased;
• Product received;
• Photos of the item and packaging.

After reviewing the information, our team will provide the instructions needed to correct the order.

If the issue was caused by an incorrect product being shipped, the customer will not be responsible for the costs required to resolve it.

10. Missing Product or Item

If a product or component from your order is missing, we recommend first checking the tracking information.

Orders containing more than one product may sometimes ship separately and have different tracking numbers.

If no other shipment is associated with your order, contact us so we can review the situation.

11. Beauty, Skincare, and Personal Care Products

As these products relate to beauty and personal care, we recommend that customers carefully check the following before use:

• Ingredients;
• Composition;
• Manufacturer’s recommendations;
• Directions for use;
• Warnings;
• Restrictions;
• Specific information provided on the packaging or product page.

Individual reactions, sensitivity to certain ingredients, or incompatibility with personal skin characteristics do not automatically constitute a manufacturing defect.

If you have a history of allergies, skin sensitivity, or a specific medical condition, we recommend seeking professional advice before using a new product.

12. Misuse

Damage proven to result from improper use may not constitute a defect or manufacturing defect.

This may include:

• Drops or impacts after delivery;
• Improper storage;
• Use contrary to the manufacturer’s instructions;
• Contact with incompatible substances;
• Alterations made by the user;
• Unauthorized repairs or modifications;
• Deliberately caused damage;
• Use for a purpose other than the product’s intended purpose.

Each situation will be reviewed individually, without prejudice to the rights guaranteed to consumers.

13. Exchanges Based on Personal Preference

Exchange requests outside legally required circumstances, such as a preference for a different model, version, or feature, may be considered in accordance with Onabloom’s commercial terms.

When a request is not covered by the right to withdraw or by a defect, damage, or order error, any shipping costs may be the customer’s responsibility, provided they are disclosed in advance.

14. How to Request an Exchange or Return

To start a request, contact us through Onabloom’s official customer service channels.

Please provide:

• Full name;
• Order number;
• Email address used for the purchase;
• Product related to the request;
• Reason for contacting us;
• Photos or videos, where applicable.

Our team will review the information and provide instructions on how to proceed.

15. Shipping the Product for Return

Do not ship any product on your own before receiving instructions from Onabloom.

If a return is required, our team will provide information about:

• Shipping or pickup method;
• How to prepare the package;
• Information needed to identify the order;
• Any other applicable instructions.

We recommend carefully packaging the product to prevent damage during shipping.

16. Receipt and Inspection of Returns

After receiving the return, we may carry out any necessary checks to identify the product and confirm the circumstances related to the request.

The review will take into account the reason for the return and the rights applicable to each situation.

This review may not be used to restrict rights guaranteed to consumers by law.

17. Refund Processing Time

After the return is confirmed, and when a refund applies, Onabloom will complete the necessary procedures with the payment processor.

The time it takes for the customer to see the funds may depend on the original payment method.

For example, credit card refunds may follow the billing schedule and cycle set by the card issuer.

18. Shipping Costs for Defects, Damage, or Order Errors

When a defect covered by law, shipping-related damage, or shipment of an incorrect product is confirmed, Onabloom will handle the costs required for the return and correction of the order in accordance with applicable law.

Customers must follow the instructions provided by our team before shipping anything.

19. Exchanges and the Right to Withdraw Are Different Situations

It is important to distinguish between these two situations.

The right to withdraw allows consumers to cancel an online purchase within the legal 7-day period, even if the product is not defective.

A request related to a defect, on the other hand, is subject to the specific time limits and procedures set out in the Consumer Defense Code.

20. Customer Service

If you have any questions about an exchange, return, defect, withdrawal, incorrect product, or refund, contact us through Onabloom’s official customer service channels.

To help us assist you more quickly, please have your order number ready.

Our team will be available to guide you throughout the process.

21. Our Commitment

At Onabloom, we believe that a good shopping experience also depends on transparent customer service after delivery.

That is why we aim to review every request carefully, clearly, and with respect for our customers’ rights.

Onabloom — beauty, care, and confidence before, during, and after your purchase.

© Onabloom — All rights reserved.