Our Policies
Return & Refund Policy
Clear, fair rules for international orders, so you can shop Brazilian beauty with confidence.
- 14-day right of withdrawal
- Refunds within 5–7 business days
- Replies within 24 hours
Transparent returns for international orders.
Most of our catalogue is cosmetics and personal care. For health and hygiene reasons, these can only be returned while still sealed. This page explains what is covered, the conditions, and how to start a return.
Return window
14 days to change your mind
You have 14 calendar days from the day you receive your order to tell us you would like to return an item, without giving a reason. If the last day falls on a weekend or public holiday, you have until the next working day. After telling us, please send the items back within 14 days.
The item must be in the same condition you received it: unused, with its seal intact and in its original packaging, together with proof of purchase.
Non-returnable
Items not eligible for return
- Cosmetics, personal-care and beauty products, including makeup, that have been unsealed after delivery, for health and hygiene reasons.
- Custom pairs made to your own design or request (our Custom pair service). Flip-flops from our catalogue can be returned if unworn and in their original packaging.
- Gift cards.
- Items that have been opened, used or show any sign of wear.
Eligibility
Conditions for a return
- All original packaging and documentation are included, with seals intact.
- The item is new and unused, with no marks or damage caused after delivery.
- The item has not been damaged or made unsellable through misuse.
Process
How to start a return
Email us at hello@calorbrazil.com or chat with Caju, our virtual assistant (in your own language), and tell us your order number. We reply within 24 hours, 7 days a week, with the next steps.
Return shipping: returns travel back to Brazil at the customer's cost. We can provide a prepaid label on request; its cost is deducted from the refund.
Personal Shopper orders: the product follows the same rules. The service fee shown in your quote is non-refundable once we have bought your item.
Exchanges: the fastest way is to return the item and, once it is accepted, place a new order.
Refunds
Refund processing
As soon as your return arrives and is inspected, we let you know whether it is approved. Approved refunds go back to your original payment method, usually within 5–7 business days and never later than 14 days after you told us you were cancelling. Your bank or payment provider may need a little longer to show the credit.
Refunds are not issued when the item is opened, used or not in resellable condition, when the request is made after the 14-day window, or when the item belongs to one of the non-returnable categories above.
UK & EU customers: if you cancel your whole order, we also refund the original delivery charge. Other destinations: shipping fees are refunded only when the return is due to our error. Import duties and taxes included in your order are refunded in line with applicable consumer law.
Our mistake
Damaged, faulty or wrong items
If your order arrives damaged or faulty, or you received the wrong item, email us within 14 days of delivery with your order number and a photo. We'll replace the item or refund you in full, including shipping, at no cost to you.
Also read
Calor Brazil Guaranteed Delivery Program
Customs seizure? Undeliverable order? See how we protect eligible international shipments. View the program →
Questions about your order?
We reply within 24 hours, 7 days a week. Our team is based in Brazil.
Policy updates. Calor Brazil may update this policy when operational or legal requirements change. The version in effect on your order date applies to that order.
Full legal text. Read our complete Refund policy, including the model cancellation form.
Last updated: October 2026.
