-
- 0-OUTLET - SUPER PROMOTION
- Racks
- BLOG
- RUKAM University
- RUKAM Certified
- Contact
Dear Customer, here you will find important information regarding your rights and obligations, as well as the procedures adopted by Rukam. Please read this document carefully.
If you have any questions, please contact us through the Customer Service Channels available on our website and listed in Section 8 of this Policy.
1.1. Orders will only be considered valid when placed through Rukam's official website. Rukam does not recognize and shall not be responsible for purchases made through unofficial websites or for alterations and/or fraud occurring on the computer, tablet, mobile phone, or other means of Internet access used by the Customer.
1.2. After completing the order, the Customer will receive the order confirmation and order number at the registered email address. Once payment has been confirmed, the Customer will receive information regarding the status of the order.
1.3. ATTENTION: The Customer must monitor receipt of the order confirmation and verify that the information corresponds to the purchase made. In the event of any discrepancy, the Customer must contact Rukam's Customer Service Channels for review and possible correction. The same applies if the Customer has not received the order confirmation within 24 (twenty-four) hours.
1.4. Notice to Business Customers: Rukam may ship an order from a facility located in a Brazilian State (UF) different from that of the purchasing legal entity. Interstate transactions may be subject to tax obligations assigned to the recipient under applicable law. When such obligation is legally assigned to the purchaser, the purchaser shall be responsible for compliance and any required regularization before the Tax Administration.
1.5. Rukam may be involved in administrative or judicial proceedings concerning the refund of taxes paid improperly or in excess. Whenever applicable law requires a statement or authorization from the purchaser for the exercise of any refund right, the applicable legal requirements shall be observed.
2.1. Offers will be published on Rukam's official website, media channels, and other channels operated by Rukam.
2.2. Offers will remain valid while available on Rukam's official website, subject to stock availability and/or the stated promotional period. The product page must be consulted for current prices and information.
2.3. Only promotional and informational emails sent from addresses using the @rukam.com.br domain should be recognized as official Rukam emails.
2.3.1. Prices communicated by email will be valid on the date they are sent and/or during the stated promotional period. Rukam may correct material, graphic, or typographical errors contained in its communications.
2.4. Offers shall be governed by the information expressly displayed on the product page and the price established on Rukam's official website. In case of doubt, the Customer must contact the Customer Service Channels.
The product price, shipping charges, delivery times, and payment terms will be displayed in the offer and must be checked before completing the purchase.
2.4.1. Images displayed in advertisements may be for illustrative purposes only. The characteristics effectively contracted shall be those described on the product page and in the order.
2.5. Due to the characteristics of the products sold by Rukam, prices may fluctuate over short periods. The price established at the time of purchase shall apply to the confirmed order, except in cases of material error provided for in this Policy.
2.6. In the event of a material, graphic, typographical, registration, or manifest information error that substantially affects the price, quantity, specification, or commercial condition of a product or order, Rukam will correct the information and notify the Customer. If the error makes it impossible to fulfill the transaction under the conditions presented, the order may be canceled, with a full refund of any amount paid, without prejudice to rights guaranteed by applicable law.
3.1. Available payment methods will be presented to the Customer at the time of purchase.
3.1.1.1. For payments made by Brazilian bank slip (boleto bancário), the Customer must verify the order details, amount, beneficiary, and other information before making payment, ensuring that the payment line or code has not been altered by viruses or other malicious software on the Customer's equipment. In case of doubt, the Customer must contact Rukam before making payment.
3.1.2.1. For credit card payments, the Customer should preferably use a card issued in the Customer's own name. If a third party's card is used, the Customer shall be responsible for obtaining authorization from the cardholder.
3.1.2.2. Rukam may request information necessary to confirm authorization from the cardholder.
3.1.2.3. A Customer who uses a third party's card without authorization shall be responsible for any losses resulting from such conduct, without prejudice to applicable legal measures.
3.1.2.4. The available credit limit is established by the respective card issuer.
3.1.3.1. Release of the order for shipment is subject to payment confirmation and the policies of the respective financial institutions.
3.1.3.2. Before confirming the order, Rukam may request validations, authorizations, documents, or evidence necessary to confirm payment and prevent fraud.
3.1.3.3. Rukam may cancel the transaction and block delivery when there is notice from the financial institution, evidence, or reasonable suspicion of unauthorized use of the payment method, subject to applicable law.
3.1.3.4. If unauthorized use is reported after the purchase has been completed and the product delivered, Rukam may take the appropriate legal measures to investigate the facts and protect its rights.
3.1.3.5. The Customer must take reasonable security measures on the equipment used for the purchase, including protection against viruses, malware, spyware, and other software capable of altering information or payments.
4.1. The delivery time stated in the order corresponds to the estimated time required for processing and transportation of the goods, considering the logistics conditions available at the time of purchase. Rukam will monitor events that may affect delivery and take the appropriate measures with the carrier, without excluding any obligations imposed by applicable law.
4.2. Delivery times may be affected by, among other circumstances: incorrect, incomplete, or outdated addresses; carrier delivery restrictions; high-risk or inaccessible areas; absence of a person able to receive the shipment; unjustified refusal; an unreported change of address; closed business premises; acts of God; force majeure; or acts of third parties.
4.3. Areas classified by carriers as high-risk, difficult to access, or subject to different delivery times may be subject to special delivery conditions.
4.4. The Customer shall be responsible for the cost of reshipment when delivery is unjustifiably refused, except in cases where refusal is mandatory under Sections 5.2 and 6 of this Policy.
4.5. When more than one shipping method is available, the Customer may select the desired option when placing the order, considering price, delivery time, and delivery conditions.
4.5.1. Certain goods may require a change in the shipping method for technical or logistics reasons. Rukam shall bear any additional cost resulting from such change when it was not caused by the Customer.
4.6. During periods of high demand or major promotional events, delivery times may be affected by the logistics capacity of carriers and other parties involved.
ATTENTION: When goods are held by the Tax Administration solely because of a legal obligation assigned to the recipient, the Customer shall be responsible for taking the measures legally required of the Customer to regularize the situation.
All exchange or return requests must be communicated through Rukam's official Customer Service Channels.
5.1.1. When the Brazilian Consumer Protection Code (Código de Defesa do Consumidor – CDC) applies, the Right of Withdrawal may be exercised within the statutory period of 7 (seven) calendar days from receipt of the product, pursuant to Article 49 of the CDC.
5.1.2. The Customer must expressly exercise the Right of Withdrawal within the statutory period through Rukam's official Customer Service Channels.
5.1.3. To exercise the Right of Withdrawal, the product must be returned with all components, accessories, manuals, and other items included in the original supply, and the security and identification seals applied by Rukam directly to the equipment and its components must remain intact.
For purposes of this Policy, Rukam security seals are the control seals and labels applied directly to equipment and its components, including boards, storage devices, screws, covers, access points, and other locations intended to identify any opening, disassembly, component replacement, or technical intervention.
Opening the shipping box, outer packaging, adhesive tape, or any other material used exclusively for packaging and transportation does not constitute a violation of Rukam security seals.
The violation, removal, breaking, or tampering of any Rukam security seal immediately invalidates the contractual warranty offered by Rukam and prevents the product from being accepted as intact for purposes of Rukam's contractual warranty and return conditions, as it constitutes a breach of the integrity control intended to preserve the condition in which the used product was tested, prepared, and delivered.
The seals are intended to identify opening, disassembly, tampering, component replacement, or intervention after delivery. This rule applies to Rukam's contractual warranty and contractual conditions and is not intended to exclude rights that cannot be waived under applicable law.
5.1.4. After receiving a timely notice exercising the Right of Withdrawal, Rukam will confirm receipt of the request.
5.1.5. When applicable, Rukam will provide the Customer with a prepaid return shipping code valid for 7 (seven) calendar days. In specific situations, Rukam may arrange collection by a carrier, in which case the Customer must provide the information necessary for scheduling.
5.1.6. The Customer must ship the product within the validity period of the return shipping code provided by Rukam.
5.1.7. When collection by a carrier is arranged, the Customer must make the product available at the agreed location, date, and time.
5.1.8. If the Customer does not use the return shipping code within its validity period or does not make the product available for collection within the agreed period, the Customer must contact Rukam for instructions regarding continuation of the return process.
5.1.9. After receipt and inspection of the product, if the Right of Withdrawal has been validly exercised, the amounts due will be refunded to the Customer in accordance with applicable law.
5.1.10. Rukam will inspect the returned product after receipt and communicate the result to the Customer.
5.1.11. If the return presents any relevant irregularity, Rukam will inform the Customer of the conditions found and the grounds applicable to the review, subject to rights guaranteed by law.
5.1.12. To avoid incompatible purchases, before purchasing the Customer must review the technical information available on the product page and, when necessary, the manufacturer's official documentation, particularly regarding compatibility among hardware, firmware, operating systems, drivers, and software.
5.1.13. Rukam shall not be required to recognize a notice submitted after the statutory 7 (seven) calendar-day period as a timely exercise of the Right of Withdrawal, except in other circumstances provided by law.
5.1.14. The returned product must be shipped with the components, accessories, manuals, and other items included in the original supply and must be properly packaged for transportation.
5.1.15. Upon receipt of any returned product, Rukam will mandatorily perform a technical inspection to verify and record the product identification, serial numbers, installed components, integrity of Rukam security seals, physical condition, and other elements necessary to confirm that the product corresponds to the item originally supplied and the condition in which it was returned.
5.1.16. During the inspection, if modifications, disassembly, component replacement or removal, damage, violation of Rukam security seals, or any other intervention performed after delivery are found, Rukam will record and document the conditions found and may use photographs, videos, diagnostic records, serial numbers, and other technically appropriate evidence to support the return analysis and the applicable measures.
5.2.1. At the time of delivery, the Customer or third party responsible for receiving the shipment must inspect the external condition of the packaging before accepting the goods.
5.2.2. If dents, tears, punctures, impact marks, crushing, moisture, tampering, opening, deformation, or any other externally visible indication of damage occurring during transportation is found, the Customer or responsible third party must refuse delivery, photograph the damage, and notify Rukam, requesting that the carrier record the reason for refusal.
5.2.3. Goods whose packaging shows externally visible signs of damage must not be accepted. The Customer must not sign an unqualified proof of delivery when there is any apparent external sign of damage.
5.2.4. Acceptance of the goods without refusal or reservation will be considered, for purposes of determining shipping damage, confirmation that the packaging showed no apparent external signs of damage, tampering, or shipping damage at the time of delivery.
5.2.5. If the packaging is received intact and, after opening, a defect, malfunction, or other product issue is found that could not have been identified through external inspection of the packaging, the occurrence will not be treated as external shipping damage. The Customer must notify Rukam to initiate the warranty, technical inspection, repair, or replacement procedure, as applicable.
5.2.6. When a shipping incident is properly established and accepted for handling, Rukam will provide the Customer with the instructions required for return shipment or collection of the product.
5.2.7. Due to the characteristics, dimensions, or weight of the product, Rukam may require collection by a contracted carrier instead of conventional shipment.
5.2.8. When a return is required, the product must be accompanied by the manuals, accessories, and other items included in the original supply, as applicable.
5.2.9. Resolution of the incident will depend on Rukam's receipt and inspection of the product. Any discrepancy between the reported event and the conditions actually found will be recorded and considered in the conclusion of the analysis.
5.2.10. Once the occurrence has been confirmed, Rukam will adopt the legally and technically applicable solution according to its nature, which may include repair, replacement, provision of an equivalent or superior product subject to the Customer's consent when required, refund, or another solution permitted by law.
5.2.11. If the same product cannot be supplied, the alternatives provided by applicable law will be observed.
6.1. At the time of delivery, the Customer or third party responsible for receiving the shipment must verify that the product received corresponds to the product purchased, checking, whenever possible at that time, the equipment identification, quantity, model, number of packages, and other apparent characteristics against the order and corresponding tax document.
If any apparent discrepancy is identified, the Customer must refuse delivery of the goods, request that the carrier record the reason for refusal, notify Rukam, and take multiple photographs clearly documenting the discrepancy, including, whenever applicable, images of the packaging, shipping labels, product identification, number of packages, condition in which the goods were presented, and other elements related to the occurrence.
Acceptance of the goods without reservation will be considered, for purposes of discrepancies that are apparent and verifiable at the time of delivery, confirmation that the product and quantity received correspond to the order and tax document.
6.2. If the packaging is received intact and an internal discrepancy is subsequently identified that could not reasonably have been identified at the time of delivery, the Customer must notify Rukam immediately after discovering it and provide sufficient photographic documentation to demonstrate the occurrence, including multiple photographs of the received packaging, labels, product, serial numbers, Part Numbers (P/N), components involved, and other elements necessary to identify the discrepancy.
Rukam will review the information and documentation submitted and take the appropriate measures according to the nature of the occurrence.
6.3. The Customer must preserve the product, packaging, labels, accessories, and other items received in the condition in which they were found when the discrepancy was identified and must not perform disassembly, component replacement, modifications, or other interventions until Rukam completes its initial review and provides the applicable instructions.
6.4. Once it is confirmed that a product different from the one purchased was shipped, the Customer must make it available for return to Rukam or to the carrier designated by Rukam, following the instructions provided. The product must be properly stored and handled until it is effectively returned.
7.1.1. For products purchased by an end consumer, Rukam provides a standard total warranty period of 6 (six) months, consisting of 90 (ninety) days of statutory warranty under applicable Brazilian law, plus 3 (three) months of Rukam contractual warranty.
7.1.2. Rukam's contractual warranty supplements the statutory warranty and does not replace, reduce, or limit it.
7.2.1. When a product is purchased for resale, redistribution, or reinsertion into the commercial distribution chain, the additional 3 (three)-month contractual warranty period normally provided to end consumers will not be granted.
7.2.2. For such transactions, the commercial warranty offered by Rukam will be 90 (ninety) days from the date of issuance of the Brazilian tax invoice, unless a longer period is expressly stated on the applicable NF-e.
7.2.3. This different condition results from the nature of a resale transaction, in which the equipment may subsequently be resold, installed, configured, integrated, disassembled, modified, or used by third parties, without Rukam having control over subsequent storage, handling, installation, configuration, technical intervention, or use.
7.2.4. A purchase for resale must be identified as such in the commercial transaction. This provision is not intended to exclude any rights that may apply under mandatory law.
7.3.1. Certain products, equipment, components, or transactions may have a supplemental warranty or warranty period longer than the standard period when expressly granted by Rukam.
7.3.2. In such cases, the specific period stated on the Brazilian Electronic Tax Invoice (NF-e) will constitute the contractual warranty condition applicable to that transaction, subject to rights that cannot be waived by contract.
7.4.1. Every warranty service request must be communicated to Rukam through the official Customer Service Channels identified in this Policy and made available on Rukam's website.
7.4.2. The Customer must provide the information required to identify the purchase and product and describe the reported problem in detail, providing, when requested or necessary to identify the occurrence, photographs, videos, error messages, diagnostic records, serial numbers, Part Numbers (P/N), equipment configuration, and other relevant technical information.
7.4.3. Shipment or return of any product to Rukam must be previously authorized and instructed by Rukam. The Customer must not send products on their own initiative without first opening a service request and receiving the applicable shipping instructions.
7.4.4. After the service request is opened, Rukam will provide the instructions required for initial diagnosis and, when applicable, shipment or collection of the product.
7.4.5. Merely reporting a problem does not constitute recognition or acceptance of warranty coverage. Coverage will be determined after Rukam's mandatory technical inspection of the product.
7.5.1. Every product sent to Rukam for warranty service will be subject to mandatory technical inspection before any repair, replacement, credit, or refund is provided.
7.5.2. The inspection will include, as applicable, verification of product identification, serial number, Part Number (P/N), configuration, installed components, physical integrity, integrity of Rukam security seals, conditions of use, and the technical tests required to identify the reported failure.
7.5.3. Rukam will record the result of the technical inspection and, when necessary, document the conditions found through photographs, videos, diagnostic records, serial numbers, and other technically appropriate evidence.
7.5.4. The inspection will determine whether the occurrence constitutes a defect covered by warranty or a condition excluded from coverage.
7.5.5. If no covered defect is found, or if damage resulting from misuse, intervention, improper installation, or another condition excluded from coverage is identified, Rukam will notify the Customer of the conclusion and may return the product, with transportation costs allocated according to the nature of the occurrence and applicable law.
7.5.6. When a circumstance resulting in loss of the contractual warranty is identified, Rukam will record the technical evidence supporting its conclusion and notify the Customer of the result.
7.6.1. When Article 18 of the Brazilian Consumer Protection Code applies, Rukam will observe the statutory period for remedying the defect, calculated from receipt of the product for service, subject to the circumstances and conditions permitted by law.
7.6.2. ATTENTION: The Customer is responsible for backing up programs, data, and files before sending equipment to Rukam. Rukam shall not be responsible for data loss resulting from technical procedures necessary for diagnosis, repair, or replacement, except for liabilities that cannot be excluded by law.
7.7.1. Products not purchased from Rukam;
7.7.2. Products outside the applicable warranty period;
7.7.3. Defects or damage resulting from improper handling, misuse, or improper installation;
7.7.4. Installation, configuration, or integration costs that are not expressly included in the contracted supply;
7.7.5. Services or repairs performed by third parties without Rukam's authorization;
7.7.6. Recovery of programs, data, files, applications, operating systems, or other software;
7.7.7. Failures or damage caused by improper firmware, BIOS, driver, or software updates performed by the Customer or third parties;
7.7.8. Malfunctions resulting exclusively from software, operating system, driver, or application configuration;
7.7.9. Normal wear and consumable items or items subject to their own service life when the occurrence results exclusively from such wear;
7.7.10. Damage resulting from misuse, recklessness, lack of technical skill, or negligence;
7.7.11. Damage resulting from acts of God, force majeure, or events exclusively attributable to the Customer or third parties, subject to applicable law;
7.7.12. External accessories or items not included in the original contracted supply;
7.7.13. Incompatibility among physical components, firmware, operating systems, drivers, or software when the product supplied corresponds to the contracted specifications. The Customer is responsible for verifying compatibility required for the intended application before purchase and may consult Rukam in case of doubt;
7.7.14. Damage caused by third parties or external factors that does not result from a defect in the product supplied.
The occurrence of any of the circumstances below will result in loss of the Rukam contractual warranty, without excluding rights that cannot be waived under applicable law:
7.8.1. Removal, violation, breaking, or tampering of any security or identification seal applied by Rukam directly to the product, its components, or access points will result in immediate loss of the Rukam contractual warranty, regardless of any subsequent determination regarding the nature of the intervention.
The seals are intended to preserve and demonstrate the integrity of the used product in the condition in which it was tested, prepared, and delivered by Rukam. For purposes of this provision, seals include those applied directly to the equipment, boards, storage devices, screws, covers, access points, components, and other control locations. Boxes, adhesive tape, and materials used exclusively for packaging and transportation are not Rukam security seals.
7.8.2. Tampering, modification, component replacement, adjustment, or repair performed by an unauthorized person;
7.8.3. Interventions performed directly by the Customer or third parties without Rukam's prior consent that cause damage to the product;
7.8.4. Improper handling or handling contrary to applicable technical specifications;
7.8.5. Use of incompatible accessories, components, power supplies, systems, or devices that cause damage to the product;
7.8.6. Improper transportation performed by the Customer or a third party hired by the Customer that exposes the product to drops, impacts, excessive vibration, moisture, heat, crushing, or other unsuitable conditions;
7.8.7. Physical damage resulting from events occurring after delivery, including dents, breakage, cracks, damaged pins or sockets, components burned by electrical discharge, overvoltage, heat, fire, liquids, or other external causes;
7.8.8. Damage caused by viruses, malware, malicious software, or improper software or firmware modifications;
7.8.9. Other interventions or damage demonstrably unrelated to a defect covered by warranty.
7.9.1. When a product has a warranty or service procedure directly provided by the manufacturer and Rukam directs the Customer to the manufacturer's authorized technical support, the Customer must follow the instructions provided to obtain service, without prejudice to responsibilities legally assigned to Rukam.
7.9.2. When shipment to an authorized service provider is required, the product must be properly packaged and accompanied by the documents and accessories required for service.
7.10.1. Refunds may be issued, as applicable, in the following circumstances:
(i) valid exercise of the Right of Withdrawal;
(ii) a warranty claim or defect for which the legally applicable remedy results in a refund;
(iii) a properly recognized shipping incident resulting in a refund; or
(iv) other circumstances provided by applicable law.
7.10.2. Depending on the payment method and nature of the transaction, the refund will be made by credit card reversal, transfer to an account held by the Customer, store credit when expressly accepted by the Customer, or another legally appropriate method.
7.10.3. Every refund request will be reviewed by Rukam to identify the applicable circumstances and the appropriate refund method.
7.10.3.1. For purchases made by credit card, the reversal will be requested from the card issuer or payment intermediary. Processing time will depend on the procedures of the responsible institution.
7.10.3.2. For purchases paid by boleto, PIX, bank transfer, or equivalent method, the refund will preferably be made to an account held by the Customer who made the purchase, after confirmation of the required information.
7.10.3.3. If a refund to a third party's account is required, Rukam may request authorization and sufficient documentation to establish the legitimacy of the transaction.
7.10.4. When a return cannot be accepted for a duly supported and legally permissible reason, Rukam will notify the Customer and provide instructions for reshipment or collection of the product.
7.11.1. When Rukam authorizes return shipping, the applicable shipping code and validity period will be communicated to the Customer through the Customer Service Channels. The product must be shipped within the stated validity period.
7.11.2. If the code expires before shipment, the Customer must contact Rukam for further instructions. The method for continuing the process will be determined according to the nature of the service request and the rights applicable to the occurrence.
7.11.3. When the return is made by collection, the Customer must make the product available at the previously agreed address, date, and time period.
7.11.4. The product must be properly packaged for transportation in a manner appropriate to its weight, dimensions, and fragility, following the instructions provided by Rukam.
7.11.5. Shipments by Legal Entities: When the Customer is a legal entity required to issue a Brazilian tax document, it must issue the appropriate tax documentation according to the nature of the shipment, including a return or shipment for repair, as applicable, using the information contained in the original purchase invoice and Rukam's details:
WINSLEY DE OLIVEIRA EPP
CNPJ: 04.013.594/0001-26
If the legal entity is not required to issue a Nota Fiscal, it must follow the tax instructions provided by Rukam and provide the documents necessary for the lawful receipt of the goods.
Only after authorization from Rukam may the Customer send the product, following the instructions provided through the Customer Service Channels and identifying the applicable service authorization or case number, when provided.
Rukam – WINSLEY DE OLIVEIRA EPP
Authorization / Case No. ________
Rua Tapes, 736 - Jardim Aeroporto
CEP 04631-011 - São Paulo - SP - Brazil
Rukam provides its Customers with the following Customer Service Channels:
Customer Service
+55 (11) 97405-8789 or +55 (11) 4293-0397
Monday through Friday, on Brazilian business days, from 9:00 a.m. to 5:00 p.m. (São Paulo time).
Chat
Monday through Friday, on Brazilian business days, from 9:00 a.m. to 5:00 p.m. (São Paulo time).
Customer Service Email
Use the customer service email address available on Rukam's official website.
RUKAM Informática — WINSLEY DE OLIVEIRA EPP
CNPJ: 04.013.594/0001-26
Rua Tapes, 736 - Jardim Aeroporto
CEP 04631-011 - São Paulo - SP - Brazil