Refund policy
Last updated: 3 September 2026
This Policy describes how GHALYA PERFUMES processes, ships and delivers orders placed at www.ghalyaperfumes.com and how exchanges, returns and refunds work. It forms part of our Terms and Conditions.
Processing times, carriers, shipping costs and tracking are described in our Delivery Policy.
8. Right of withdrawal within seven days
8.1. Under article 49 of the Consumer Protection Code, you may withdraw from the purchase within seven calendar days of receiving the product, without giving a reason.
8.2. To request this, write to contato@ghalyaperfumes.com or use the same channel through which the purchase was made, giving the order number, the product and your intention to withdraw. We confirm receipt of the request immediately.
8.3. The product must be returned complete, with all accessories, gifts, samples, manuals and the original packaging, and with the security seal of the box. You may inspect the product and check that it matches what was advertised. Where there is use beyond that inspection, with a reduction in the contents of the bottle or damage to the packaging, the amount refunded may be adjusted in proportion to the depreciation, in which case we will tell you the amount and the basis of the adjustment in advance.
8.4. Return shipping is borne by us. We will send the postage code or arrange collection.
8.5. The refund is full, includes the shipping paid on the outbound leg and is adjusted for inflation.
9. Exchange for a defect or fault within ninety days
9.1. Products with a manufacturing defect, leakage, a jammed valve, the wrong label, an incorrect volume or a discrepancy against what was advertised may be exchanged within ninety calendar days of delivery, under article 26, item II, of the Consumer Protection Code.
9.2. Send contato@ghalyaperfumes.com the order number, a description of the problem and photographs or video evidencing the defect.
9.3. We review the request within 2 business days. Once approved, we arrange collection or send the postage code, at no cost to you.
9.4. Once the product is received and verified, you choose between replacement with an identical item, a full refund with inflation adjustment, and a proportionate reduction in price. Should we elect to remedy the defect, we have the legal period of thirty days; if the defect is not remedied, the three options above apply, under article 18, paragraph 1, of the Consumer Protection Code.
10. Exchange for a different product
10.1. Outside the legal grounds above, we accept as a matter of goodwill an exchange for another fragrance or size within 15 calendar days of delivery, once per order, provided the product is sealed, unused and in its original packaging, and provided it is not an item listed in clause 11.
10.2. In that case, outbound and return shipping are the customer's responsibility. Price differences are charged or credited as applicable.
10.3. The goodwill exchange in this clause does not apply to products bought in clearance campaigns, to limited editions, to promotional kits and sets, or to items identified as non-exchangeable on the product page. This goodwill does not restrict, replace or condition the right of withdrawal in clause 8 or the legal warranty in clause 9.
11. Products not eligible
Except in the case of a defect or of the exercise of the right of withdrawal, we do not accept the return of samples, decants and promotional miniatures; of personalised, engraved or made-to-order products; of kits and sets with items missing; of products whose security seal has been broken; of limited editions and items bought in clearance campaigns; or of products acquired outside our official channels.
12. Refund times and methods
12.1. The refund is processed within 5 business days of the product arriving and being checked at our distribution centre.
12.2. For credit card purchases, the refund is made by reversal on the statement and may take one to two subsequent statements, depending on the card issuer.
12.3. For Pix purchases, the refund is made by transfer to the originating account or to a nominated account in the same name, within 10 business days.
12.4. For bank slip purchases, the refund is made by bank transfer to an account in the same name, within 10 business days.
12.5. The timing of a card reversal depends on the financial institution and is outside our control once the request has been transmitted.
13. Cancellation before dispatch
Orders not yet dispatched may be cancelled at any time, at no cost, with a full refund. Simply ask through our customer service channels.
14. Customer service
TORELLO GROUP LTDA
CNPJ 55.332.789/0001-70
Returns address: Rua Henrique Michels Junior, nº 300, Área A, Sala 10, Cordeiros, Itajaí, Santa Catarina, CEP 88311-715
General email: contato@ghalyaperfumes.com
Exchanges email: contato@ghalyaperfumes.com
Telephone: +55 21 98323-4431
Service hours: Monday to Friday, 9am to 6pm, Brasília time
We respond to all requests within five days.