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This page sets out the procedures applicable to purchase withdrawal, order discrepancies, returns and warranty service. Each situation has its own conditions and must follow the procedures indicated by Rukam.
In consumer transactions concluded outside the business establishment, including online purchases, the consumer may exercise the legal right of withdrawal within 7 (seven) days, counted in accordance with applicable law.
The right of withdrawal under Article 49 of the Brazilian Consumer Protection Code applies to consumer relationships in which the purchaser is the final recipient of the product.
For purchases made for resale, the legal 7 (seven)-day right of withdrawal under Article 49 of the Brazilian Consumer Protection Code does not generally apply, without prejudice to rights that cannot be waived by law or to commercial conditions expressly granted by Rukam.
The request must be submitted through one of Rukam's official Customer Service Channels, identifying the order and product. Rukam will confirm receipt of the request and provide return instructions.
The product must be made available for return in accordance with Rukam's instructions, together with the components, accessories and other items received.
Opening the packaging to the extent necessary for normal inspection and evaluation of the product does not, by itself, prevent the exercise of the right of withdrawal.
Rukam will inspect the returned material to identify the product, components, accessories, serial numbers and the condition in which it was received, without restricting rights that cannot be excluded by law.
If there is any discrepancy between the product received and the order or tax document, the Customer must contact Rukam through its official Customer Service Channels, providing the order number and the information required to identify the occurrence.
When requested, the Customer must provide photographs of the packaging, labels, packages, product, serial numbers, Part Numbers (P/N), components and other relevant elements. The product and all materials received must be preserved in the condition found, without disassembly, replacement or intervention, until Rukam provides initial instructions.
Final consumer: for products covered by Rukam's standard conditions, the total warranty is 6 (six) months, consisting of 90 (ninety) days of statutory warranty, when applicable, plus 3 (three) months of Rukam contractual warranty.
Products purchased for resale: the commercial warranty offered by Rukam is 90 (ninety) days from issuance of the Invoice, unless a longer period is expressly stated on the NF-e.
Specific products, components or transactions may have a longer warranty period when expressly stated on the NF-e.
Every warranty request must be formally submitted by email through Rukam's official Customer Service Channels.
The Customer must provide the purchase details, product identification and a brief and objective description of the defect or behavior observed, together with photographs of the product and the reported issue.
This information is used for the first remote technical assessment, allowing Rukam to verify the equipment identification, apparent condition and nature of the reported problem, helping to reduce possible diagnostic, communication or interpretation errors before the product is sent.
When necessary, Rukam may request additional information such as additional photographs, videos, error messages, diagnostic screens, logs, serial numbers, Part Numbers (P/N), installed configuration and test results.
For warranty analysis, it is important that Rukam security seals have not been removed, broken, violated or tampered with. These seals form part of the equipment integrity control and help identify possible interventions carried out after delivery.
If any such condition is identified, Rukam's contractual warranty will no longer apply, as provided in the Website Policy, without prejudice to rights that cannot be excluded by law.
Submission of this information or opening a service request does not constitute automatic approval of warranty coverage, replacement, credit or refund. The product must only be sent after authorization and instructions from Rukam.
Every product sent for warranty service will be mandatorily subjected to technical analysis by Rukam before any repair, replacement, credit, refund or other applicable solution is determined.
As applicable, Rukam will verify identification, serial numbers and Part Numbers, configuration, installed components, physical integrity, Rukam security seals, conditions of use and the reported failure.
The analysis will determine whether the occurrence is covered by the warranty or results from a condition not covered.
Rukam's contractual warranty does not cover failures or damage resulting from improper use, incorrect installation, accidents, external physical or electrical damage, modifications, disassembly, component replacement or unauthorized interventions, when applicable. The nature of the occurrence will be determined through technical analysis of the product, subject to rights that cannot be excluded by law.
Each return will be handled according to its nature — withdrawal, discrepancy, warranty or another applicable situation — and the corresponding rights and obligations.
The returned product must include, as applicable, its components, accessories and other items received. Rukam will inspect the returned material and, in warranty cases, perform the corresponding technical analysis.
The assessment will consider the actual condition of the equipment and the reported occurrence, according to the nature of the product and the reason for return.
After receiving the request, Rukam will confirm the service request and respond within up to 5 (five) days, providing the initial instructions required to continue the process.
Depending on the occurrence, additional information may be requested or instructions may be provided for diagnostics, shipping authorization, posting, collection or other necessary procedures.
Where permitted by law and agreed by the Customer, Rukam may offer store credit or a voucher for a future purchase. This option does not replace a cash refund or chargeback where either is a consumer right.
When a refund is due and payment was made by credit card, Rukam will take the necessary steps with the card administrator or financial institution.
Where a valid right of withdrawal is exercised, communication with the financial institution or card administrator will be made immediately, in accordance with applicable law. The time for the credit to appear on the statement may depend on the administrator's procedures and billing cycle.
When a refund is due for a transaction paid by PIX, bank transfer or boleto, the amount will be returned using the method appropriate to the transaction and based on the information required from the purchaser.
In cases involving the right of withdrawal, the refund will be processed without undue delay, in accordance with applicable law.
For product defects subject to the Brazilian Consumer Protection Code, Rukam will observe the legal period applicable to the analysis and resolution of the occurrence.
If the defect is not remedied within the maximum period provided by law, the alternatives guaranteed to the consumer will apply, including a refund when this is the option chosen.
When the right of withdrawal under Article 49 of the Brazilian Consumer Protection Code applies and is properly exercised, the costs necessary to return the product will not be transferred to the consumer. Rukam will provide instructions for posting, collection or another appropriate return procedure.
This page sets out the operational procedures for exchanges and returns. The full applicable conditions, including warranty rules, technical analysis, seals, shipments and legal rights, are set out in Rukam's Website Policy and applicable law.