Refund policy

Return and Refund Policy

This Return and Refund Policy applies to purchases made on the website of THE NOSE MUSTACHE LTDA (CNPJ No. 26.587.909/0001-81).

Customer service regarding requests for returns, exchanges, cancellations, or refunds is handled via email at vendasonline@thenosemustache.com.br. 

1. Right of withdrawal

In accordance with the Consumer Protection Code, for purchases made outside of a physical store—such as online purchases—the customer may withdraw from the purchase within 7 calendar days, counting from the date the product is received.

To request a return based on the right of withdrawal, the customer must contact us via email at vendasonline@thenosemustache.com.br within the 7-day period, providing the order number, full name, CPF (tax ID), and the reason for the request.

Upon receipt of the request, we will send instructions for returning the product. Products sent without a prior request will not be accepted.

The return address is:

THE NOSE MUSTACHE LTDA
Rodovia ICR 453, No. 503
Bairro Sanga Funda
Içara/SC
Zip Code (CEP) 88.820-000 

2. Return conditions

For a return to be accepted, the product must be returned—whenever possible—in the same condition in which it was received, including the original packaging, seals, labels, accessories, and the invoice or proof of purchase.

As the items involve beverages and food products, returns will not be accepted for products that have been opened, consumed, partially consumed, have broken seals, tampered packaging, or show signs of improper storage, except in cases of defects, quality issues, shipping damage, or shipping errors.

3. Defective, damaged, or incorrectly shipped products 

We recommend that the customer inspect the packaging and products upon receipt of the order. If the product is damaged, defective, leaking, damaged during transit, differs from the order, or presents any quality issue, the customer should contact us via email at vendasonline@thenosemustache.com.br. Please include the order number and, whenever possible, photos of the product, packaging, and invoice.

Our team will review the request. Once the issue is confirmed, we may replace the product, issue a credit for a future purchase, or provide a refund, depending on the specific circumstances and applicable laws.  

4. Exchanges

Product exchanges may be requested in cases of defects, damage, shipping errors, or discrepancies between the purchased product and the product received.

For exchanges based on customer preference—such as changes in flavor, style, or quantity—requests will be evaluated on a case-by-case basis, subject to the product's condition, stock availability, and the timing of the request.

5. Return shipping costs

In cases of withdrawal within the statutory 7-day period, defective products, shipping damage, or shipping errors, return costs will be covered by THE NOSE MUSTACHE LTDA, following the procedure outlined by our customer service team.

Returns sent independently, without prior authorization, will not be accepted. 

6. Refunds

Upon receipt of the returned product, our team will inspect the item's condition.

If the return is approved, the refund will be processed using the same payment method used for the purchase.

For credit card purchases, the timeframe for the chargeback may vary depending on the card issuer and the billing cycle closing date. For purchases made via PIX or other upfront payment methods, the refund will be issued based on the details provided by the customer following return approval.

The internal processing time for the refund, after return approval, is up to 10 business days. 

7. Refused orders or failed delivery

As the sale involves alcoholic beverages, the purchase and receipt of products are permitted only for individuals aged 18 or older.

Delivery may require the presence of a person aged 18 or older at the provided address. If delivery cannot be completed due to the absence of an adult, incorrect details, an incomplete address, or an inability to receive the package, our team will contact you to provide instructions regarding reshipment, pickup, or cancellation, as applicable.  

8. Promotional items

Products purchased during a promotion are subject to the same statutory guarantees provided by the Consumer Protection Code, including the right of withdrawal for online purchases and support in the event of defects, damage, or shipping errors.  

9. Questions

If you have any questions regarding returns, exchanges, cancellations, or refunds, please contact us via email at: vendasonline@thenosemustache.com.br