EXCHANGES AND RETURNS
Hello! Here are some tips if you need to make an exchange|return of one of our products
Here are the cases in which you may need to make an exchange or return:
Return Policy
If you received a product and were not satisfied, it did not fit or regretted the purchase, it is possible to request a return for a refund within 7 (seven) calendar days. To do so, the order must be in its original packaging, with no signs of use and with all the items and accessories received. To request the exchange, simply send an email to [email protected], informing your order number and attach images of the product that demonstrate that there has been no use.
Exchange Policy
If you received a product different from the one purchased on our website or without any accessories, please contact us through our email: [email protected]. This request must be made within a maximum period of 7 (seven) calendar days after receiving the product.
To prove the error, we request that photos of the product received be sent, as well as that the number of the order placed be informed. We will analyze the photographs and, if the error is proven, we will start the exchange procedure at no additional cost to the customer. In case of size error, it is important to photograph the label as well.
Defect in the product received
If you identify any type of manufacturing defect, you will have 90 (ninety) calendar days after delivery to request an exchange or return
To prove the defect, we request that photos of the product be sent, as well as that the number of the order placed be informed. We will analyze the photographs and, if the error is proven, we will start the exchange procedure at no additional cost to the customer.
Attention: If the defect has been caused by problems in use or misuse, the responsibility for repair is entirely the buyer's.
Exchange and Return Conditions
In order for the exchange or return to be carried out, the product must comply with the following requirements:
To exchange a product, please contact us through our email [email protected], attaching the appropriate evidence and we will return with the exchange instructions within 5 (five) business days.
Forms of Restitution of Values
Check out the options available for refunding amounts below:
Discount Coupon
You opt for the discount coupon in any situation regarding exchanges due to dissatisfaction.
The coupon is valid for 90 (ninety) days and can be used exclusively by the account holder in the virtual store, using a login and password. It is not allowed to sell it to third parties or convert it into cash. To use the coupon, simply make a new purchase and enter it at the time of completing the order.
Partial or full chargeback - payment by credit card
After receiving the product at our Distribution Center and approving the return upon analysis of the items, RUKAM sends the refund request to the credit card company within 7 (seven) business days; the credit card company in turn has the deadline to process the request in accordance with the policy of each credit card company.
Exclusive for credit card payments, the procedure for partial or full reversal of the amount paid in your order will follow the rules of the card company, and it may take one to two months for the amount to be refunded, depending on the due date of your invoice.
Partial or full refund - payment by pix and transfer
After receiving the product at our Distribution Center and approving the return upon analysis of the items, RUKAM will refund the amount within 30 (thirty) days to the account of the payment intermediary and you may request its withdrawal.
Partial or full reversal - payment by bank slip
After receiving the product at our Distribution Center and approving the return upon analysis of the items, RUKAM will refund the amount within 30 (thirty) days to the account of the payment intermediary and you may request its withdrawal.
