Dear Customer, here you will find important information about your rights and obligations, as well as the procedures to be adopted. Such information is important, so we ask you to read it carefully. If you have any questions, please contact us through our Service Channels available on our website and in item 8 of this document.
1. Request
1.1. Orders will only be considered valid when placed through our official website https://www.rukam.com.br ("official website") or through our iOS, Android and Mobile platforms. Rukam does not recognize and is not responsible for any purchase made on a website other than its official website, or for any changes and/or fraud that occur on the Customer's computer, tablet, cell phone and/or any other means of internet access.
1.2. After completing the order, the Customer will receive a message through the registration email with the confirmation and order number. After payment confirmation, the Customer will receive messages with the status of the order.
1.3. ATTENTION: The Customer must follow the receipt of the order confirmation email informed above, and verify that the order corresponds exactly to the purchase made. If there is any discrepancy, the Customer should contact us through our Service Channels for analysis and possible internal correction. The same applies in the event that, after the 24-hour period, the Customer has not received the email confirming the order.
1.4. Notice to Legal Entity Customers: Rukam may send the order through another unit in a State (UF) other than that of the legal entity that made the purchase, thus, in the interstate operation, an ICMS rate differential may be charged by the State of destination of the goods. This legal obligation is provided for in the current tax legislation, and is the responsibility of the purchasing legal entity, which is why Rukam is not responsible for the payment and/or release of products retained in tax barriers, any questions please contact us through our Service Channels.
1.5. Rukam has several judicial discussions regarding the refund of overpaid or unduly paid taxes and, according to the National Tax Code, for such refunds to be effective, the agreement of the final consumer is essential. Therefore, by making purchases on Rukam and, therefore, accepting the policies of the site, you expressly authorize Rukam to refund to you in full the amounts subject to any refund.
2. Offer
2.1. Offers will be published on Rukam's official website (www.rukam.com.br), in media and other own channels.
2.2. Offers will be valid only when present on Rukam's official website, according to the availability of promotional stock and/or validity (term) of the promotion informed in the promotional materials. For updated information and prices, it is necessary to visit the link of the desired product on the website.
2.3. Only addresses with an @rukam.com.br domain shall be recognized as promotional and informational emails from Rukam.
2.3.1. The prices communicated via email are valid on the day of their shipment and/or according to the promotional period indicated on the Rukam website (www.rukam.com.br). Rukam reserves the right to correct any possible typos or graphic errors in its visual communication pieces.
2.4. Offers will be guaranteed respecting the information expressly contained on the product page according to the price established directly on Rukam's official website. In case of doubt, the Customer should contact us through our Service Channels. The price of the product, shipping, terms and payment terms will be available on the product offer page and must be checked by the Customer before finalizing the purchase, being certain that the completion of the purchase by the Customer will mean his full acceptance of all the conditions set forth by Rukam.
2.4.1. The images displayed in advertisements are merely illustrative. For more information about the model and prices of the product, it is necessary to visit the link advertised on the Rukam website (www.rukam.com.br)
 2.5. Due to the types of products marketed by Rukam, there may be price fluctuation of the same product in a short period of time. In this way, the Client is aware that the price established at the time of contracting is binding and cannot be adjusted. The offer will be valid within the period stipulated therein.
 2.6. In case of typing and/or graphic errors available on the website, application, e-mails and/or any other communication channel, regarding price, technical specification, among others, Rukam reserves the right to correct such errors and cancel the order and/or sale, at any time, without any cost to the parties.
 3. Payment Methods
 3.1. The Customer may pay for their purchases by bank slip and credit card, whose discount flags and margins are ostensibly explicit to the Customer and the options will be made available at the time of purchase.
 3.1.1. Bank Slip
 3.1.1.1. For payments via bank slip, the Customer must click on the option CLICK HERE TO PRINT THE BANK SLIP and check the order data, amount and delivery address, as well as make sure that the payment line has not been altered by viruses arising from their equipment. In case of doubt, the Customer should contact us through our Service Channels.
 3.1.2. Credit Card
 3.1.2.1. For payments via credit card, the Client must use, preferably, a credit card owned by him, being responsible for its correct use. If the Customer uses a third-party credit card, the Customer is responsible for obtaining the express authorization of the respective credit card holder to make the purchase on Rukam's website.
 3.1.2.2. Rukam is entitled to request any and all information necessary to confirm the cardholder's authorization.
 3.1.2.3. The Client who uses a third party's credit card without the proper authorization of the owner, will be responsible for any and all damage caused to Rukam and/or third parties, without prejudice to the applicable administrative and legal sanctions.
 3.1.2.4. The Client must pay attention to the limit of his card, which is established by the administrator itself.
 3.1.3. Payment Confirmation
 3.1.3.1. The release of the order for shipment and postage is subject to the internal policies of each financial institution and, therefore, the order may be canceled in any payment method implemented.
 3.1.3.2. Rukam reserves the right, before confirming the order, to request prior validation and authorization from credit card administrators, as well as to request confirmation and proof of payment of the bank slip, not being responsible for any fraud that occurs.
 3.1.3.3. Rukam, in order to avoid losses to its Customers and/or the financial system, reserves the right to cancel the purchase transaction, as well as block the respective delivery of the product when it is notified by the credit card company that there has been improper use or by any legal means that attests to the suspicion of fraud or misuse. In this case, Rukam shall not be liable for any damage caused to the Customer as a result of such cancellation.
 3.1.3.4. In the event that Rukam is notified about the improper use of the credit card after the completion of the purchase transaction and delivery of the product to the Customer, Rukam will adopt all legal measures to investigate the occurrence, including criminal measures, in order to obtain the receipt of the credit resulting from the sale of the products.
 3.1.3.5. The Customer undertakes to prevent and minimize the occurrence of fraud of any kind, including keeping the equipment used for the purchase free of viruses, malware, spyware and/or any other form of tampering with the information contained in the Rukam website.
 4. Delivery
 4.1. The delivery time informed at the time of purchase is only a forecast and may be changed by factors beyond Rukam's control.
 4.2. Rukam is not responsible for non-compliance with delivery deadlines in the following examples, not limited to incorrectly informed, incomplete, outdated delivery address, address with delivery restriction by the carrier, whether because it is a risk region or inaccessible, absent Customer, refusal to receive the products by the Customer or third parties located at the delivery address, change of address without proper notification to Rukam, closed addresses, in case of theft, force majeure and third party facts.
 4.3. Rukam is not responsible for non-compliance with the established deadline when the Customer resides in risk areas or in areas later determined by the transport companies as "delivery areas with differentiated deadline". In these situations, it is up to the Customer to find out if they fit into any of these situations before finalizing the purchase.
 4.4. The Customer will be responsible for paying the freight of the new postage when there is an unjustified refusal to receive the product.
 4.5. The Client may choose, at the time of formalizing the order, the freight model to be contracted for the shipment of the goods, paying attention not only to the prices, but also to the delivery times and conditions.
 4.5.1. Some goods are subject to change in the form of postage, and Rukam bears any additional cost.
 4.6. In the event of major promotional events such as Black Friday, Mega May, Cyber Monday, as well as periods nationally recognized for high commercial demand, such as the Christmas period, delivery times may change due to high demand.
 ATTENTION: Rukam is not responsible for the retention of goods at SEFAZ when it is exclusively due to an obligation imposed by the Public Administration on the Customer, and therefore it is necessary for you to appear at the tax office for the goods to be released, considering that in these cases the information regarding releases and payments are only passed on to the interested parties.
 5. Exchanges and Returns
Any request for exchange or return must be informed to the Service Channels available on our website.
 5.1. Right of Withdrawal
 5.1.1. The exercise of the Right of Withdrawal may be made within seven (7) calendar days, from the date of receipt of the purchase, pursuant to article 49 of the Consumer Protection Code.
 5.1.2. The Customer must expressly express their regret within the aforementioned period through the Service Channels available on our website, highlighting, among them, the specific tab for this purpose, which can be found in the item "My Account", cases in which the return of the product is not accepted, the amounts paid for this purpose will not be refunded and Rukam will repost the product through PAC.
 5.1.3. For the exercise of the Right of Repentance, the products must be returned in their original packaging, without showing any evidence of use, accompanied by the invoice, manual and all its accessories.
 5.1.4. Certain products, due to their characteristics and specificities, must be returned without violating their original packaging, with all seals and seals intact. These are:
 5.1.4.1. Software or any other product model that allows reproduction or copying, or products that come with activation keys.
 5.1.4.2. Products considered accessories, such as Films, Covers, Headphones, Cables, Headset, Charger, Memory Card, that is, items that are connected, applied to other products or even subject to the Customer's physical contact.
 5.1.4.3. Hardware: physical components, whose technical characteristics and compatibilities can be checked simply and briefly on the product page, before proceeding to any installations or handling of the product, and also the verification of the combination that is appropriate to the use that will be made of the product.
 5.1.4.4. Computer and Electronics Products: models, sizes, connectivity are subject to verification even before opening and, some of these products, when connected, transmit and process information.
  5.1.5. Upon receipt of the Customer's manifestation of intention to exercise the Right of Withdrawal, Rukam will send the Client immediate confirmation of receipt of his/her manifestation.
 5.1.6. Upon timely receipt of the manifestation of the Right of Withdrawal, Rukam will forward to the Customer, in its registration email, a reverse postage code, with an expiration date of 7 calendar days, so that the Customer can forward the product(s) to Rukam at no cost. In some specific situations, Rukam may collect the product(s) through a transport company; in these cases, the Customer must inform, in addition to the address at which the product(s) will be collected, 3 (three) date and time options for the carrier to collect the product(s).
 5.1.7. The Customer undertakes to post the product(s) within 7 calendar days of receiving the reverse postage code, issued by Rukam, at any Post Office.
 5.1.8. In cases where the collection of the product(s) is made by a carrier, the Client undertakes to deliver the product(s) to the carrier company at the place, on the date and at the time previously scheduled.
 5.1.9. In case of failure to post the product within the period indicated above using the code issued by Rukam or, in case of failure to deliver the product to the carrier on the agreed date, time and place, the Customer may forward the product(s) by posting to the Post Office, within 14 (fourteen) calendar days, from the day after the end of the previous deadline, bearing the costs of postage.
 5.1.10. After the analysis and acceptance of the Right of Withdrawal, the amounts due will be fully refunded to the Client.
 5.1.11. After the 14 (fourteen) days referred to in point 5.1.9. without the Customer having forwarded the product(s) to the company, the Customer will still have 7 (seven) days to post them and forward them to Rukam, however, they must bear all the costs of postage. If the posting is made within the period of 7 (seven) days referred to in this article, the amounts related to the posting will not be refunded, in case of acceptance of the Right of Repentance.
 5.1.12. The analysis of the Right of Withdrawal request will be carried out by Rukam and informed through the Customer's registration email within 07 (seven) business days, counted from the date of receipt of the product by Rukam.
 5.1.13. In the event that Rukam refuses to accept the Right of Withdrawal, Rukam shall provide the Customer with information on the reasons for the refusal.
 5.1.14. To avoid the return of products due to incompatibility between physical components (hardware), operating systems and/or other software, the Customer must analyze, before purchase, all the technical information of the product, which is available on the product page, as well as the information available on the manufacturer's website. Such technical information is essential to help you choose the product that best suits your purposes and needs.
 5.1.15. Rukam will not be obliged to comply with requests for exchange or return of any product when the Customer has not expressly expressed its intention to exercise its Right of Withdrawal, within the legal period of 7 (seven) calendar days from the date of receipt of the product, through the informed Service channels.
 5.1.16. In order for the Right of Withdrawal to be accepted, it is mandatory that the product be sent to Rukam in the original packaging, without damage, with all the components, accessories and manuals that integrate it, as informed above.
 5.1.17. In case the previously informed requirements are not fully fulfilled, Rukam will not be obliged to accept the Right of Withdrawal of the purchase. In this situation, the product object of the purchase will be reposted to the same delivery address, accompanied by a term, which will inform the reasons that led Rukam to refuse to exercise the right of repentance.
 5.2. Breakdowns
 5.2.1. Upon delivery of the product(s), the Client or the third party responsible for receiving it must verify that the packaging is in perfect condition. If any evidence of reconditioning, violation and/or damage is verified, the Customer or the third party must immediately refuse to accept it.
 5.2.2. If the Customer or the third party chooses to receive the product with imperfections in its packaging and/or in the product itself, the latter must observe the damage on the Invoice/Bill of Lading at the time of delivery.
 5.2.3. If the Customer receives the product and subsequently finds that the packaging is not in perfect condition, the Customer must contact Rukam, within a maximum period of 48 (forty-eight) hours of receipt, and inform the occurrence.
 5.2.4. The Customer will have 48 (forty-eight) hours, from the receipt of the product, to inform Rukam about the existence of any apparent malfunction/defect in the product received. After this period, the delivery will be considered accepted, in perfect conditions.
 5.2.5. Any requests and complaints about the existence of apparent malfunctions/defects will not be accepted after the period of 48 (forty-eight) hours informed above.
 5.2.6. Once the complaint is accepted, Rukam will forward to the Customer, via registered e-mail, a reverse postage code, with a period of 7 (seven) calendar days, for him to ship the product.
 5.2.7. As a result of certain characteristics of the product, Rukam reserves the right to collect the damaged product by means of a contracted carrier. In these cases, the date and time of collection will be scheduled with the Customer.
 5.2.8. The product must be returned with all manuals, accessories and purchase invoice that may accompany the main product.
 5.2.9. The exchange of the product can only be made after receipt and analysis of its conditions. If any discrepancy is found between what is reported by the Customer and the condition of the product, such as, but not limited to, the absence of damage, signs of misuse, absence of manual/accessories, Rukam reserves the right not to exchange and resend the product to the Customer, regardless of its prior authorization.
 5.2.10. When a product malfunction is identified, Rukam may:
(i) fix the defect; (ii) ship a new product equal to or superior to the Customer; (iii) reverse the amount paid.
 5.2.11. If the product is eventually out of stock, the Customer will be able to choose to refund the amounts actually paid or to insert credits in the amount of the purchase made, in their login, to be used in other purchases on the Rukam platform.
 6. Product not in accordance with the order
 6.1. The Client or the third party must check, upon receipt, if the product(s) is the one purchased and described in the invoice. If it is found that the product delivered is not the same as the one purchased, the Customer or the third party must refuse to receive it and contact through the Service Channels within 48 (forty-eight) hours from the act of receipt.
 6.2. If the Customer receives the product and finds that the product received is not the one purchased and described in the Invoice, the Customer undertakes to return/deliver the Product to Rukam or whoever it indicates (Carriers), in the same state in which it received it, also committing to indemnify Rukam for damages caused by negligence, misuse, improper storage, negligence or other damage that may result, directly or indirectly, from your action or omission, and the non-return of the Product will result in the payment of the value of the product received to Rukam, without prejudice to being liable for the losses and damages caused to it.
 7. Warranty
 7.1. Rukam may offer a contractual warranty against manufacturing defects for the products sold by it.
 7.2. The total warranty period comprises the legal and contractual warranty.
 7.3. The term of the contractual warranty may vary due to the product purchased. This deadline will be informed on the purchase invoice and product page on Rukam's website
 7.4. Every product sent to Rukam due to defect will mandatorily and previously undergo a technical analysis to verify the existence of defects and/or manufacturing defects.
 7.5. If no defect(s) is found in the product, or that the defect was caused by improper use by the Customer and/or third parties, Rukam reserves the right to resend the product to the Customer, exempting itself from the obligation to exchange or refund the amounts paid, as well as the freight expenses generated by this reshipment.
 7.6. When it is found that the defect in the product was caused by misuse by the Customer and/or third parties, Rukam will prepare a statement of verification that will indicate the reasons for the loss of the warranty for which the exchange, repair and refund of the amounts paid for the product were not accepted. Such term will be forwarded to the Customer along with the reposted product.
 7.7. In cases where the Customer activates the product warranty, Rukam reserves the right to remain with the product for up to 30 days, from the receipt of the product, under the terms of article 18, paragraph 1, of the Consumer Protection Code.
 ATTENTION: it is the Customer's sole responsibility to make backup copies of any relevant programs, data and/or files, before forwarding the product to the company. Rukam will not be responsible for the loss of any data, files and/or programs that may exist in the product sent for repair.
 7.8. The warranty does not cover:
 7.8.1. Products not purchased from Rukam's website;
 7.8.2. Products outside the warranty period;
 7.8.3. Defect due to improper handling, incorrect use and/or incorrect installation;
 7.8.4. Installation costs;
 7.8.5. Repair costs of the product set by the technical assistance;
 7.8.6. Recovery of any programs, data, files and/or programs, applications, operating systems or any other software, since the responsibility for performing the backup is the sole responsibility of the Customer;
7.8.7. Defects caused by failures or errors during or after firmware updates;
7.8.8. Cases of malfunction due to failure in the configuration of software or drives;
7.8.9. Repair or replacement of parts due to natural wear and tear or periodic replacement during the life of the product; for example: power adapters, electrical cables, laser heads of CD players, accessories, protective glass, internal fuses, internal or external batteries, tapes, cartridges, etc.;
7.8.10. Improper use, recklessness, malpractice or negligence;
7.8.11. Loss or damage caused by force majeure or unforeseeable circumstances, and the sole fault of the Client or third parties;
7.8.12. Battery chargers, remote controls, as well as any types of external transformers or voltage stabilizers and other accessories external to the product;
7.8.13. Return of products due to incompatibility between physical components (hardware), operating systems or other software, since the choice of the appropriate product is the sole responsibility of the Customer. Remembering that, technical information is made available by the manufacturers on their official website, as well as on the product page on the Rukam website
7.8.14. Rukam is not liable for damages caused by third parties, by issues or elements beyond its reach, control and/or interference of the parties.
7.9. Loss of Warranty
The occurrence of any of the situations described below will result in the loss of the product warranty:
7.9.1. Withdrawal or violation of warranty seals or identification of Rukam and/or manufacturer;
7.9.2. Violation, modification, replacement of components, adjustments, repairs made by an unauthorized person;
7.9.3. Services performed directly by the Customer without the prior consent of Rukam and/or the manufacturer that cause damage to the product;
7.9.4. Incorrect handling, in disagreement with the manual;
7.9.5. Use of accessories, components or systems that are not original or not recommended and/or not approved by the manufacturer;
7.9.6. Inadequate transportation of the product by the Customer that exposes it to vibrations, falls, humidity, excessive heat or excess weight on the product or packaging, among others;
7.9.7. Physical damage (dents, scratches, manuscripts, mischaracterization, components burned by electrical discharge or excess voltage, damage resulting from excessive exposure to heat, fire, humidity, burned, cracked, chipped boards or processors, processors and motherboards with bent pins and sockets, broken, etc.);
7.9.8. Damage caused by viruses, malware, spyware, malicious programs, etc.;
7.9.9. Any other malfunction that is not classified as a manufacturing defect/defect.
7.10. Manufacturer's Technical Assistance
7.10.1. In cases where Rukam indicates the authorized technical assistance for repair/repair, the Customer must activate the warranty with the manufacturer itself, aiming at speed and effectiveness in the service, considering that Rukam does not have authorization for the handling and repair of certain products. In such cases, the Customer should also read the manufacturer's Policies.
7.10.2. The product must be sent to the authorized technical assistance, accompanied by the purchase invoice, preferably in the original packaging, or if this is not possible, in appropriate packaging in order to protect the product, along with all accessories (cables, manuals, CDs, etc.) that accompany the product.
7.11. Return of Amounts
7.11.1. Refunds of values apply in the following cases:
(i) Right of Withdrawal(ii) Warranty accepted(iii) Breakdown within 48 hours
7.11.2. In these cases, the refund of the amounts will be made as follows:
(i) Entering credit at login; or(ii) Refund of the amount paid to a bank account indicated by the Client, provided that the payment has been made by means of a bank slip; or (iii) Reversal of the amount paid on the credit card, provided that the payment has been made by credit card.
7.11.3. Every request for the return of amounts paid will be previously analyzed by Rukam, in order to ascertain whether the request is in line with the situations described above, as well as with those situations described by the applicable legislation. If the request fits into any of the authorizing hypotheses, the refund of the amounts paid will be made in the following ways:
7.11.3.1. In purchases made by credit card, the respective refund will be requested from the administrator of the card used. This procedure is carried out exclusively by the credit card company itself, and Rukam is only responsible for requesting the refund, and the deadline for the refund will depend on the internal policy of the card management company.
7.11.3.2. In purchases paid by bank slip, the refund will always be credited to the account held by the Customer who made the purchase. In the event of a chargeback in the Customer's bank account, the Client is solely responsible for the information in the data provided.
7.11.3.3. If the Client wishes the return of the amounts paid to be made to a third party's account, the Client must fill out a specific authorization, with a notarized signature, from the Client and the holder of the account to be used, attesting to the knowledge of this third party, and forward the identity document and CPF of the third party.
7.11.3.4. Rukam reserves the right not to reverse the amounts paid to a third party's account without the authorization referred to in the previous clause.
7.11.3.5. The refund of the amounts paid for postage will be made together with the values of the returned product, provided that all the requirements set forth in point 7.12 (Postage Authorization) below are met.
7.11.4. In cases where the return of the product is not accepted, the amounts paid in this respect will not be refunded and Rukam will repost the product through PAC - normal order, whose delivery time will depend on the destination address.
7.11.5. In the case described above, the product will be reposted to the address informed by the Customer at the time of purchase.
7.11.6. If the Customer has an urgency to resend the product, he may previously request another type of postage, bearing the additional costs of the chosen type of postage.
7.12. Posting authorization
7.12.1. The posting authorization is sent to the Client's registration email and is valid for 07 (seven) calendar days, a non-renewable period. If the product is not shipped within this period, the Customer must contact Rukam so that the feasibility of issuing a new code can be ascertained. The issuance of a second posting authorization is not an obligation of this company, as it is a mere liberality.
7.12.2. In the event of failure to post the product within the period indicated above using the code issued by this company or, in the case of scheduled collection, the Customer not making the product available to the carrier on the agreed date, time and place, the Customer may forward the product(s) by posting to the Post Office, within 14 (fourteen) calendar days, counting from the day following the end of the previous period, bearing the costs of postage.
7.12.3. The amounts related to the postage referred to in article 7.12.2. will be fully refunded to the Client when it is verified that the requirements contained in this document and/or provided for in the applicable legislation are duly fulfilled.
7.12.4. After the 14 (fourteen) days referred to in point 7.12.2. without the Customer having forwarded the product(s) to the company, the Customer will still have 7 (seven) days to post them and forward them to Rukam, but must bear all the costs of postage.
7.12.5. In the event of the situation described in Article 7.12.4, the amounts spent on postage shall not be reimbursed by Rukam, so they shall be borne entirely by the Client.
7.12.6. In some specific situations, Rukam may, instead of issuing the reverse postage code, collect the product(s) through a transport company; in these cases, the Customer must inform, in addition to the address at which the product(s) will be collected.
7.12.7. All provisions described in points 7.12.1 and 7.12.2 will apply to the return by carrier.
7.12.8. Shipment of Products to Legal Entities: In the case of a Legal Entity Customer (CNPJ), it must issue a return invoice (withdrawal from the purchase - within 7 days or product in disagreement with the order) or delivery note for repair (defective product) with the following data (WINSLEY DE OLIVEIRA EPP - CNPJ: 04.013.594/0001-26) of the purchase invoice (product model, tax rates, etc.) sent by Rukam together with the purchase order. If this legal entity is not an invoice issuer (such as schools, institutions, etc.), it must send one of the copies of the purchase invoice along with a non-taxpayer statement, as well as the products that are being returned and the reason for the return. If the goods are shipped to Rukam without the required tax documents, the customer will be notified electronically and will have forty-eight (48) hours to issue the required tax document.
 7.12. Posting authorization
When authorized, the Customer must forward the product to the address below, following the posting guidelines sent to the Customer through their registration email, informing the authorization protocol number.
Rukam – WINSLEY DE OLIVEIRA EPP. Authorization (Protocol No. ....)Rua Tapes, 736 - Jardim Aeroporto04631-011 – São Paulo - SP
8. Service Channels
Rukam provides all its Customers with the following service channels:- Call Center: (1) 97405-8789 or 4293-0397 (Monday to Friday, weekdays, from 09:00 am to 05:00 pm). - CHAT: Monday to Friday from 09:00 am to 05:00 pm.- Customer Service Email: [email protected]
