Where are you located?
We are located in Jardim Aeroporto, in the South Zone of São Paulo, near Congonhas Airport.
Do you have a physical store?
Our business model is focused on e-commerce and corporate customers. Purchases are made through our website or through our official Customer Service Channels, allowing each transaction to be processed in an organized and secure manner appropriate to the characteristics of the equipment.
Is the advertised price the final amount to be paid?
The advertised price corresponds to the base price of the product. The final transaction amount may vary depending on the buyer's tax status, the purpose of the purchase — resale or end use — and the Brazilian state to which the goods will be shipped, including transactions within the State of São Paulo.
For companies, Rukam may verify the CNPJ, State Tax Registration (Inscrição Estadual), purpose of the purchase and other required tax information before completing the order in order to correctly determine the applicable taxes and final transaction amount.
Product tax information, such as NCM classification and applicable taxation, is provided whenever possible to assist business customers with the proper tax and accounting entry of the goods.
For transactions intended for resale, the Customer must inform Rukam of this condition before invoicing.
Can I purchase and pay in person?
No. For security and financial control reasons, Rukam does not accept cash or card payments in person. Payments must be made through the payment methods made available by Rukam for the respective transaction.
Can I pick up my order in person?
No. For security and operational control reasons, orders are dispatched through the shipping and logistics methods made available by Rukam.
What are your business hours?
Our customer service hours are Monday through Friday, on business days, from 9:00 AM to 5:00 PM, São Paulo time.
How can I contact Rukam?
You can make your purchase through our website or contact our team through Rukam's official Customer Service Channels, including WhatsApp, telephone, chat and email, subject to availability.
What payment methods are available?
Available payment methods are presented at the time of purchase and may include PIX, bank slip (boleto bancário), credit card and other payment methods made available by Rukam.
How much does shipping cost?
Shipping costs are calculated according to the weight, dimensions, quantity, characteristics of the goods, shipping method and destination postal code (CEP).
Large, very heavy items or goods requiring special transportation conditions may incur additional costs, including reinforced or wooden packaging. Certain materials may also be subject to transportation restrictions or shipping limitations for specific locations.
For some postal codes (CEPs), automatic shipping calculation may not be available on the website. In these cases, simply request a shipping quote through our Customer Service Channels.
How long does order processing take?
Before invoicing and shipping, all orders undergo verification of commercial, tax and payment information. The information provided in the order may be checked against registration data available from the Brazilian Federal Revenue Service (Receita Federal) and other applicable databases, particularly for purchases made by legal entities.
In addition to this verification, more complex equipment and configurations may require additional preparation time, including testing, diagnostics, updates, configuration and other technical checks required before shipment.
For these reasons, processing may require 1 (one) or 2 (two) additional business days for certain transactions.
Does Rukam ship throughout Brazil?
We serve most of Brazil. Shipping may not be available for certain locations or transactions due to logistical or tax conditions, dimensions or equipment characteristics. Availability must be verified for the specific destination postal code (CEP) and transaction.
What shipping methods do you use?
We use Correios (Brazilian postal service) and freight carriers according to the equipment's weight, dimensions, value, destination and characteristics. The appropriate shipping method will be determined according to the options available for each order.
Is used equipment tested before shipping?
Yes. Equipment covered by the RUKAM Certified standard is selected, tested and prepared by Rukam's technical team. Depending on the type of equipment, this may include hardware, memory, storage, controller, interface and power supply testing, diagnostics and firmware verification.
What does RUKAM Certified mean?
RUKAM Certified is Rukam's standard for the selection, inspection, testing and preparation of equipment covered by the program. Its purpose is to provide used Enterprise hardware whose identification, origin and technical condition have been verified before sale.
How does the warranty work for end customers?
For products purchased by end customers, the standard warranty is 6 (six) months: 90 (ninety) days of statutory warranty, when applicable, plus 3 (three) months of Rukam contractual warranty. Special conditions or longer warranty periods may be stated on the respective Brazilian Electronic Tax Invoice (NF-e).
How does the warranty work for products purchased for resale?
When a product is purchased for resale, redistribution or reintroduction into the commercial distribution chain, the commercial warranty offered by Rukam will be 90 (ninety) days from the date the Tax Invoice is issued, unless a longer period is expressly stated on the NF-e. The additional 3 months of Rukam's standard contractual warranty intended for end customers do not apply to these transactions.
How do I request warranty service?
All warranty requests must be opened through Rukam's official Customer Service Channels. Provide the purchase information, product identification and a detailed description of the problem. Photographs, videos, error messages, serial numbers, Part Numbers (P/N), diagnostic records and configuration information may be requested.
Do not ship the product before receiving authorization and instructions from Rukam.
Is every product returned under warranty inspected?
Yes. Every product submitted for warranty service will be subject to a mandatory technical inspection by Rukam. As applicable, Rukam will verify product identification, serial number, configuration, components, physical condition, security seals and the reported failure.
What are Rukam security seals?
They are small security and control seals or labels applied directly to the equipment and its components, including boards, storage devices, screws, covers and access points. They allow Rukam to identify opening, disassembly, component replacement or intervention after delivery.
Removal, violation, breakage or tampering with any Rukam security seal immediately voids the Rukam contractual warranty. Boxes, adhesive tape and materials used exclusively for shipping are not Rukam security seals.
The package arrived dented, torn or visibly damaged. What should I do?
Do not accept the shipment. If there is any visible external sign of damage, delivery must be refused. Take photographs of the packaging and damage from several angles, ask the carrier to record the reason for refusal and report the occurrence to Rukam.
The package arrived intact, but the equipment has a defect. What should I do?
Contact Rukam through our official Customer Service Channels. If the packaging was received intact and the problem could not be identified externally at the time of delivery, the occurrence will not be treated as external shipping damage and will follow the warranty and technical inspection procedure.
I received a different product or quantity from what I ordered. What should I do?
If the discrepancy is apparent at the time of delivery, the shipment must be refused. Ask the carrier to record the reason for refusal, photograph the packaging, labels, packages and product identification from several angles, and notify Rukam immediately.
If the discrepancy can only be identified after opening packaging that was externally intact, preserve the product and all materials received, do not disassemble or modify anything, and contact Rukam.
Can Rukam verify compatibility before purchase?
Yes. If you have questions regarding the compatibility of servers, processors, memory, storage, controllers, boards, firmware or other components, contact our technical team before purchasing. For an appropriate assessment, provide the manufacturer, model, Part Number (P/N), current configuration and intended application.
Where can I find manuals, specifications and technical information?
Universidade Rukam brings together documentation, specifications, compatibility information, Part Numbers (P/N), firmware, procedures, guides and technical content organized by manufacturer and model.
Does the information in this FAQ replace the Website Policy?
No. This page provides summarized answers to frequently asked questions. The complete terms applicable to purchases, deliveries, returns and warranties are established in Rukam's Website Policy and applicable law.
