Exchange and

Return

Return Deadlines

You can request a return within 7 calendar days from the receipt of your order. For defective products, the return period is up to 30 calendar days, starting from the date you received the product.

The product must not show signs of use, must be in its original packaging, and must include the DANFE (Auxiliary Document of the Electronic Invoice), along with all seals, tags, accessories, and manuals.

How to Request an Exchange/Return?

According to the deadlines mentioned in the "Return Deadlines" section, send an email to: contato@soulprofessional.com.br, including:

Order number
Batch number
Expiration date
Name of the product you want to exchange/return
Photo of the product you want to exchange/return
Reason for the request

We will respond to your email within 24 business hours with the necessary instructions for resolution.

How to Return My Product to Soul Professional?

To return your product, you will use the postage method via Correios agency. Here’s how it works:

You will receive an email with the postage authorization code within 24 business hours.
If you have more than one product to return from the same order, you must send them all at once.
Take the product to the authorized post office and provide the code to the attendant.
Include the manufacturer’s manual and the DANFE (invoice document) that came with your order.
Protect the original packaging with paper or a box to prevent damage.
You may reuse the original Wella packaging, ensuring that the sender/recipient information is concealed.
Write the postage code on the package.

Products Will Not Be Accepted in the Following Conditions:

Opened or damaged packaging.
Wrapped only in bubble wrap.
Without packaging.
Without order identification.
Without an invoice.

Return Process and Refunds

Once posted, the product will arrive at our distribution center in approximately the same time it took for delivery. It will then undergo an analysis that may take up to 9 business days.

After approval, we will process a refund to your credit card or a reimbursement to your bank account, following the original payment method and the amount paid for the returned product.

If the return request is denied, the item will automatically be sent back to you at the original shipping address without prior notice.

Important Information:

If you cancel a purchase or return products, any free gifts related to those items must also be returned to Soul Professional.
If a gift was granted for purchases above a certain amount, it must be returned if the cancellation lowers the final purchase value.
If the total value of the order remains equal to or above the minimum required for the gift, you do not need to return it.

How Long Does an Exchange Take?

The exchange timeframe varies depending on the item purchased and the delivery location. Once the product arrives at our distribution center, the analysis and processing of the exchange request may take up to 9 business days.

How to Exchange a Gift?

In this case, the person who gifted you the product must contact Soul Professional to request an exchange, following the return and exchange policies.

I Received a Different Product Than Ordered – What Should I Do?

If you receive an incorrect product, refuse the delivery and immediately contact our Customer Service Center via email at contato@soulprofessional.com.br, or log in to your account and send a message with a photo of the received product.

If you notice the mistake after receiving the package, do not open the product packaging and immediately notify our Customer Service Center.

⚠️ The incorrectly sent product must be returned before we can ship the correct one.

Discount Coupons & Refunds

If a discount coupon was used, the refund will be processed based on the actual amount paid for the product.

Consumer Protection Code

For more details, you can access the Consumer Protection Code, Law No. 8,078, dated September 11, 1990, through the following link:https://www.planalto.gov.br/ccivil_03/Leis/L8078.htm