At Fátima, we want you to have a good shopping experience and receive your products in perfect condition. For this reason, we have a return and exchange policy applicable to purchases made through www.fatimaperu.com.

By making a purchase on our website, the customer declares to have read and accepted the conditions detailed in this policy.

 

1. Products included in this policy

This policy applies to products sold by Fátima, including:

• Organic hair dyes.
• Shampoo.
• Conditioner.
• Eyebrow henna.
• Hair masks.
• Packs, promotions, or combos that include any of these products.

 

2. Important considerations about our products

Our products are cosmetics for external use. The result may vary depending on the individual characteristics of each person, such as base hair color, percentage of gray hair, porosity, previous chemical treatments, preparation method, exposure time, frequency of use, and adherence to indicated instructions.

In the case of plant-based dyes, eyebrow henna, and powder masks, the final result may vary from person to person. Therefore, a difference in the expected result is not, by itself, considered a product defect.

We recommend carefully reading the instructions for use before applying any product. In case of sensitivity, irritation, or unfavorable reaction, discontinue use of the product and consult a health professional if necessary.

 

3. Exchanges due to customer decision

We accept exchanges due to customer decision only when the product meets all the following conditions:

• The product has not been opened.
• The product has not been used.
• The product retains its original packaging, seals, labels, and complete presentation.
• The product is in perfect condition.
• The request is made within 7 calendar days after receiving the order.
• The customer has the order number or proof of purchase.

For reasons of hygiene, safety, quality control, and traceability, we do not accept exchanges of products that have been opened, handled, used, prepared, mixed, or show signs of use.

 

4. Products not eligible for exchange due to customer decision

Exchanges due to customer decision are not accepted in the following cases:

• Opened or used products.
• Products without original packaging, without seal, without label, or with damaged packaging.
• Dyes, hennas, or masks that have been prepared, mixed, or applied.
• Products purchased on promotion, clearance, special discount, or final sale, unless they present a fault attributable to Fátima.
• Products that were not purchased directly from www.fatimaperu.com.
• Products that show deterioration due to improper storage after delivery.
• Products for which the exchange request is made outside the established period.

 

5. Exchanges for color, tone, or expected result

In the case of organic dyes, eyebrow henna, and plant-based coloring products, exchanges or returns are not accepted for differences between the expected result and the actual result when the product was delivered correctly and used by the customer.

The result may vary depending on the base color, hair type, percentage of gray hair, previous treatments, porosity, preparation, exposure time, and adherence to instructions.

The recommendations provided through our customer service channels are for guidance only and are based on the information provided by the customer. Therefore, it is the customer's responsibility to review product information, instructions, and recommendations before making a purchase and application.

 

6. Incorrect, incomplete, or visibly damaged product

If you receive an incorrect, incomplete, damaged, spilled product, or one with visible signs of tampering, you must contact us within the first 24 hours of receiving the order via WhatsApp: +51 988 891 652

To evaluate the case, we will request:

• Order number.
• Full name.
• Photos of the external packaging.
• Photos of the products received.
• Photo of the waybill, label, or delivery receipt, if applicable.
• Brief description of the incident.

Each case will be reviewed by our team. If the incident is attributable to Fátima or the logistics process, we will coordinate the appropriate solution, which may include exchange, replacement, re-delivery, or refund, as applicable.

 

7. Product with possible manufacturing defect

If you believe the product has a possible manufacturing defect, you must contact us via WhatsApp +51 988 891 652 within 7 calendar days of receiving the order.

The product will be evaluated by our team to verify the reported incident. To do this, we may request photos, videos, lot number, expiration date, case description, and, if necessary, the return of the product for review.

If it is confirmed that the product has a defect attributable to Fátima, we will offer a solution depending on the case: exchange, replacement, re-delivery, refund of the amount paid, or another alternative agreed upon with the customer.

A variation in color, texture, aroma, or appearance typical of products made with natural or plant-based ingredients will not be considered a manufacturing defect, provided the product is within its normal quality and use specifications.

 

8. Money refunds

Money refunds apply only when the case has been reviewed and approved by Fátima.

A refund may proceed in the following cases:

• Product unavailable after purchase.
• Order canceled before shipment.
• Incorrect, damaged, or confirmed defective product, when an exchange or replacement is not possible.
• Exceptional cases evaluated and approved by our team.

Refunds will be made using the same payment method used for the purchase or via bank transfer, as applicable. Refund times may vary depending on the bank, payment gateway, or financial institution.

 

9. Shipping costs for exchanges or returns

When the exchange is made due to customer decision, the shipping, collection, re-delivery, or price difference costs will be borne by the customer.

When the exchange or return is due to an error attributable to Fátima, such as incorrect product shipment, missing product, damaged product, or confirmed defect, Fátima will bear the corresponding logistics costs.

 

10. Packs, combos, and promotions

In the case of packs, combos, or promotions, the exchange or return must consider the complete set of purchased products, unless Fátima determines a partial solution depending on the case.

If the customer requests an exchange for a product that was part of a promotion, the price effectively paid within that promotion will be taken as reference, not the individual regular price.

 

11. Purchases made through other channels

This policy applies only to purchases made directly at www.fatimaperu.com.

If the product was purchased in a physical store, marketplace, retail, authorized distributor, or another sales channel, the customer must manage the request directly with the channel where the purchase was made, according to their own policies.

Notwithstanding the foregoing, our team may provide guidance on product use when appropriate.

 

12. Procedure for requesting an exchange or return

To request an exchange or return, contact us via WhatsApp: +51 988 891 652

You must provide:

• Order number.
• Full name.
• Product purchased.
• Reason for the request.
• Photos or videos of the product, if applicable.
• Date you received the order.

Our team will review the request and tell you the next steps. Sending the product for evaluation does not automatically guarantee approval of the exchange or return.

 

13. Condition of the returned product

If physical return of the product is required, it must be delivered in the conditions indicated by our team.

Fátima may reject the exchange or return if the product received for evaluation shows improper use, manipulation, deterioration, unreported opening, damage attributable to the customer, or conditions different from those initially reported.

 

14. Recommendations for use and storage

To properly preserve the products, we recommend:

• Keeping them in a cool, dry place.
• Avoiding direct exposure to sun, heat, or humidity.
• Keeping containers tightly closed.
• Not mixing the product with substances not indicated in the instructions.
• Following the use instructions on the packaging or official Fátima informational material.
• Keeping products out of reach of children.

Fátima is not responsible for results or incidents arising from use other than that indicated, improper storage, mixing with external products, incorrect application, or manipulation after delivery.

 

15. Complaints Book

Fátima provides its customers with its Complaints Book in accordance with current regulations.

Access to the Complaints Book is available on our website for customers to register a complaint or claim when they deem it necessary.