CUSTOMER SERVICE

PRIVACY POLICY

Balletto sells top-quality products, strives for customer satisfaction, and ensures its customers’ rights are protected.


Read the information carefully below to clarify any questions you might have and minimize the risk of misunderstandings..
If you still have questions after reading this policy, we will be glad to help you by phone (55 11) 2305-2557 or e-mail at sac@balletto.com.br.
  • 1 – REGISTRATION:

    (I) To sign up as our customer, you must have a valid e-mail address. Fill out the registration form, providing all required information. By accepting this policy, you guarantee that you are legally competent in accordance with the current Brazilian civil law. In case of damage caused by an individual not considered legally competent (e.g., a minor), under this agreement, regardless of whether they gave them their permission, parents, tutors, or legal guardians will be held accountable for any acts performed by minors, in accordance with the law.

    (II) The customer undertakes to provide accurate information; otherwise, he or she may be held accountable under civil and criminal law for the authenticity of the information and pledges to update the information in case of changes.

    (III) The customer is aware that BALLETTO may provide his or her registration information to third parties to comply with the law, court orders, or if requested by the police or government authorities in Brazil and abroad, including electronic records, and that shall not constitute a violation of his or her secrecy, confidentiality, private life, honor, and/or image due to the nature of said information.

  • 2 – SALES POLICY:

    (I) Balletto.com.br sells dance, ballet, fitness clothes, shoes, and accessories. All images are displayed for illustrative purposes only. Accessories used in the production of photos, such as earrings, necklaces, bracelets, sandals, and other accessories, are not included with the products.

    (II) All products provide detailed descriptions, composition, components, suggested uses, size charts, and care information. Please read the information regarding the selected product carefully.

    (III) In all products, there is a tab called Possible Alterations where all hem, sleeve, and other possible alterations are suggested. Balletto does NOT offer clothing repair or alteration services. These are merely suggestions to prevent damages to the garment’s construction and technology resulting from misguidance. However, said alterations shall be made at the customer’s risk and expense and constitute wear/alteration, meaning the garment cannot be returned/exchanged.

    (IV) Balletto reserves the right to change the products’ prices and payment methods without prior notice, and customers will be charged the prices displayed on the website at the moment of checkout. Additionally, Balletto reserves the right to run sales or offer discounts for a limited period of time or number of items, by consumer protection laws and making it clear which models are on sale and for how long, and also to discontinue models and/or colors without prior notice.

    (V) Despite our strict controls, an item may go out of stock between placing an order and confirming payment, making it impossible to entirely/partly fulfill your order, even after confirmation. In that case, the customer will be informed by e-mail and may choose to be refunded, select another product, or receive store credit for a future purchase.

    (VI)We use high-definition images, so the colors of our items are displayed as accurately as possible. However, remember that some products may present color distortions, so color shall not be considered an acceptable reason for returns or exchanges. Exchanges can be made following the terms and times outlined in items 6, 7, and 8 below.

  • 3 – DELIVERY POLICY:

    (I) Delivery times may vary from 3 to 15 business days, depending on location, once payment has been confirmed.

    (II) Orders will be mailed (Correios) or shipped by companies hired by Balletto during working hours. Someone must be present at the time of delivery at the address informed in the order. We do not deliver to locations different than those informed in the order and indicated in the invoice (e.g., a neighbor, a nearby shop). The order can be received by receptionists, doormen, secretaries, and relatives, provided that they sign the delivery receipt and inform their ID number.

    (III) If there is no one to take delivery of the order, the item won’t be delivered, and the customer will receive an e-mail informing the status of their order and a link to track the delivery of their order.

    (IV)If a second delivery attempt in two consecutive days fails, the order will be returned to the sender. In this case, reshipping costs shall be covered by the customer.

  • 4 – DELIVERY COST:
    The shipping fee will be calculated based on the weight and size of the purchased products and the shipping address. The fee will be automatically added to the total price of your order.
  • 5 – SECURITY AND PRIVACY:

    (I) Balletto.com.br strives to ensure the privacy and security of its customers’ information. For this reason, we chose to work with PagSeguroUol, considered the best online payment company. The data you provide is protected and will not be released or conceded to third parties.

    (II) Our system will send you e-mails connected with your purchases or requested by you (newsletters, sales, virtual catalogs). You may opt out, and your e-mail will be removed from our list; therefore, you will not receive information about the company, products, and services.

    (III) Balletto reserves the right to modify this policy to adapt it to legal changes or changes connected with sales practices. In any case, all changes will be published on this page of our website.

  • 6 – EXCHANGE AND RETURN POLICY:
    We strive to ensure our customers’ satisfaction and loyalty. For this reason, you have seven calendar days from the delivery of your merchandise to request the exchange/return of the product you are not pleased with. To do that, send an e-mail to sac@balletto.com.br. The following exchange/return conditions apply:

    (I) RETURNS:
    a)The item must be mailed (Correios) or shipped (the same company that delivered it) back to Balletto in the original package, with the DANFE, and have all accessories and tags intact and attached to the item.
    b) BALLETTO will cover shipping and reshipping fees in case of exchanges.
    c) The products must show no signs of wear.
    d) Products with a HYGIENIC LINER can only be exchanged if there are no signs of removal.

    (II) RETURNS:
    a) The item must be mailed (Correios) or shipped (the same company that delivered it) back to Balletto in the original package, with the DANFE, and have all accessories and tags intact and attached to the item.
    b) ) BALLETTO will cover shipping and return shipping fees.
    c) The products must show no signs of wear.
    d) Products that come with a HYGIENIC LINER can only be exchanged if there are no signs of removal.
    e) Once our HQ has received the item, the product will be analyzed, and the customer will be informed of the result by e-mail in up to 5 business days.
    f) If the customer’s request is approved, that is, the product meets our return requirements and rules, the customer will be refunded for the amount paid for the product according to the chosen payment method:
    f.1. Itaú Bankline (bank transfer): refund in up to 3 business days by bank transfer to the same account used for paying.
    f.2. Payment Slip: refund in up to 3 business days by bank transfer to the account the customer provides in the form attached to the defect analysis report.
    f.3. Credit Card: a refund will be requested from the card operator, which may take up to the second credit card billing statement, depending on each card operator’s rules.
    f.4. Shipping fees will not be refunded.
    f.5. Return shipping fees will be covered by the customer.
    g) If the request is denied, that is, the product does not meet our return requirements and rules, the customer’s return won’t be accepted, and the product will be automatically resent to the sender’s address, and fees will be charged from the customer. Balletto reserves the right to charge a new shipping fee in these cases.

  • 7 – UNWORN DEFECTIVE PRODUCT:

    (I) If you received a product with a supposed flaw or defect, send an e-mail to sac@balletto.com.br immediately.

    (II) The product must be mailed (Correios) or shipped (same company that delivered it) back to Balletto in the original package, with the DANFE, and have all accessories and tags intact and attached to it.

    The products must show no signs of wear. Once received by our HQ, the product will undergo a technical analysis, and the customer will be informed of the result in up to 10 business days. A new item like the one purchased will be shipped if a defect is found. If the item is out of stock, the customer will be informed and may choose to: (I) be refunded for the defective product (if more than one item was purchased, the amount refunded will be the one paid for the defective product); or (II) be sent another product and pay for any price difference between the items. Balletto will cover the shipping fee.

  • 8 – EXPORTING POLICY

    (I) BALLETTO exports its products via Correios, through the Exporta Fácil (Easy Export) service. Therefore, it shall observe the $US 50,000 (fifty thousand American dollars) limit per shipment and the size and weight limits set by Correios. Should BALLETTO verify, at the moment of purchase, that the order may exceed said limits, BALLETTO reserves the right to charge two distinct shipping fees, which will be informed at checkout.

    (II) An export insurance will be hired to cover risks involving product accidents or lost packages. Said expenses will be automatically added at checkout for purchases that will be exported.

    (III) BALLETTO hereby declares it is not RADAR-certified. Therefore, it will observe exporting limits and only export via Correios/DHL, and the customer must be aware that orders will be subject to these limits.

    (IV) The customer is aware that he or she shall check the limits, rules, and duties that may apply to products imported to the destination country, and BALLETTO shall not be responsible for customs procedures related to the products or responsibilities at the moment the products enter the destination country.

    (V) As an exporting activity, delivery times may be significantly changed, and BALLETTO shall not be held accountable for any delays caused by customs clearance procedures, whether in Brazil or abroad. Therefore, the delivery times are subject to delays caused by customs authorities in Brazil or abroad.

    (VI) The customer is aware that, if customs authorities deem necessary, they may violate packages and inspect their contents, and BALLETTO shall not be held accountable for said violation.

    (VII) In the event products need to be returned, the customer is aware that the products will need to go through customs in Brazil and shall be responsible for filling out all necessary documentation required by the Brazilian customs, as informed by BALLETTO by e-mail.

  • 9 – GOVERNING LAW AND VENUE
    The current laws of Brazil govern this Policy, and any disputes arising from this agreement shall be resolved exclusively by the Courts of the city of São Paulo.

TERMS OF USE

GENERAL CONTENT

The information on our website may contain typographic errors, inaccuracies, or omissions related to product descriptions, prices, and availability. Balletto reserves the right to correct errors and omissions, modifying and updating information at any moment without prior notice, a rule that will never oppose Balletto’s ethical values.

PRODUCT INFORMATION

Some items displayed on balletto.com.br are for illustrative purposes only and are not available for sale. Information regarding product prices and availability is subject to change.

COLORS AND PATTERNS

Despite displaying top-quality photos on our website, colors and patterns may vary from one screen to another. For that reason, Balletto cannot ensure the fidelity of colors and patterns displayed.

LINKS

Balletto’s website may contain links to third-party websites, and Balletto does not take any responsibility for the information provided by other websites or damages that may result from it. This operation has informative purposes only.

GENERAL

Balletto does not take any responsibility for damages to your computer, whether it results from a virus attack or defects that occur while using our website. Balletto strives to ensure its customers’ satisfaction and provide outstanding service, but neither Balletto nor its suppliers can ensure the information provided through this e-store is accurate, complete, or up to date.

INTELLECTUAL PROPERTY

All visual material on our website (logos, graphics, images, texts, illustrations, photos, videos, and others) is the exclusive property of Balletto Dança e Fitness Ltda. They cannot be reproduced, copied, published, transmitted, sold, distributed, or modified without prior formal consent.

REGISTRATION INFORMATION

Upon registration, you will be asked to provide personal information, like name, address, e-mail, and others. The more accurate the information is, the more personalized our service will be. You are solely responsible for the accuracy and correctness of this information.

CANCELLATION OR SUSPENSION BY BALLETTO

Balletto reserves the right to suspend or cancel your order if it cannot process the debit related to your purchase or if inconsistencies are found in the order. Balletto will refund values in the following situations: Inability to deliver (three failed attempts): the product is returned to Balletto, and the customer is refunded for the purchased products, excluding shipping costs. Out-of-stock merchandise due to failure in the integrated stock and sales system: in this case, the amounts are refunded through the same payment method used when purchasing.

EXCHANGE POLICY

GENERAL PROVISIONS

Balletto wants you to have an amazing experience. For this reason, if you need to exchange or return a product, we have created a policy that meets your needs and complies with the current law (Federal Law no. 8,078, of 1990 – Consumer Protection Laws).

EXCHANGE

The product must be in the conditions specified below and have all tags attached and the invoiced received with the merchandise; otherwise, Balletto is not required to accept exchanges or returns.
* We do not exchange products on sale/off.
* We do not exchange products purchased outside Balletto’s e-store.
*IMPORTANT: To ensure the safety and hygiene of its customers, Balletto makes it very clear that garments with the “hygienic liner” adhesive label in their underwear will not be returned or exchanged if there are signs of removal.
* Items altered by the customer will not be accepted (e.g., hem, alterations in general, button replacements, etc.).
* The product must be intact and have the barcode tag attached.

RETURNS FOR DISSATISFACTION, REGRET, OR CANCELLATION

If it is necessary to return a product, the following rules must be observed:

(I) The cancellation must be informed by e-mail at sac@balletto.com.br or phone (11) 2645-6814 in up to 7 calendar days from the day you received the product (under article 49 of the Brazilian Consumer Protection Laws). You need to inform us of the product(s) you wish to return and the order(s) they refer to;

(II) The product must be in the above-stated conditions..
After contacting Customer Service:
a) Balletto will have five business days to analyze the returned product(s) and confirm it meets the conditions under this policy; ;
b)If your return is approved, we will send you a return merchandise authorization number from Correios so that Balletto will cover the mailing costs. You will have up to 5 business days from the moment you receive the authorization number to mail the product at an official Correios branch to the address informed by Customer Service, with the product in its original package and everything adequately packaged and protected.
c) The return shall have the DANFE (Supporting Document to the original Electronic Invoice) and the return form sent by Customer Service with the mailing authorization number, description and code of the product you are returning, reason for returning, and your signature confirming the accuracy of the information. If all conditions are met, Balletto will refund all paid amounts – except for shipping and gift-wrapping fees (if applicable) – as soon as possible through bank transfer to the account informed by you. The reimbursement will always be the amount paid.
Balletto won’t accept returns without prior communication or communication after the due time; missing items or documentation, especially the original DANFE (Supporting Document to the original Electronic Invoice); or items that fail to comply with the conditions herein.

RETURN OR EXCHANGE FOR PRODUCT DEFECT

Quality Control inspects all products sold through our e-store. If you purchase a defective product, we will exchange it within 30 calendar days from the day you received it, according to our exchange policy.
* We do not exchange products on sale/off.
* We do not exchange products purchased outside Balletto’s e-store.

DELIVERY TIMES

Delivery times vary depending on your chosen shipping method and location. Enter the postal code of the shipping address at checkout to see the available fees and times.
These times are informed by Correios and are valid from the moment payment has been confirmed by the credit card operator or bank.