Exchange and Return Policy

The Exchange and Return Policy below constitutes an integral part of the Terms and Conditions of Use.

Last updated: September 30, 2023.

1. 1. IDENTIFICATION
   
   1 This website is owned, maintained and operated by RICALY SHOP , a private law legal entity, registered with the CNPJ under no. 37.821.635/0001-60 , with address at R Itaocara, 45, Andar Primeiro, Tomas Coelho, Rio de Janeiro, RJ, CEP 21.381-510, in this term represented only by "COMPANY".
2. 
   2. EXCHANGES AND RETURNS

2.1 THE COMPANY is committed to customer satisfaction, offering quality products and always seeking partnerships with the best suppliers. Always seeking the best for our customers, we have developed an Exchange and Return Policy based on the Consumer Protection Code, described below.

2.2 Note: It is important to emphasize that the exchange or return of products will only be carried out if the conditions specified here are respected.

3. 3. GENERAL CONDITIONS
   
   

3.1 To request an exchange or return of the product, the customer must contact us via email contato@ricalyshop.com

4. 4. REASONS AND DEADLINES FOR EXCHANGES OR RETURNS

4.1 Withdrawal/Regret: the deadline is up to 7 (seven) days from receipt of the product (according to Art. 49 of the Consumer Defense Code) to make the request by email contato@ricalyshop.com . After receiving your email, a specialized team will send you a mandatory form so that the exchange or return can take place. In this case, the product will only be exchanged or returned if it is in the following conditions:

4.1.1 Be accompanied by the first copy of the Sales Note or Tax Receipt.

4.1.2 The product must be in its original packaging , with all accessories and in perfect condition.

4.1.3 The product must not show signs of misuse.

4.1.4 The product must be in the same box it was sent in and well packaged.
4.1.5 In case of withdrawal due to regret, the customer must open a call through our support: contato@ricalyshop.com within 7 days from receipt of the product. As provided by law , calls for exchange or return due to dissatisfaction will not be accepted after 7 days of receipt.

4.1.6 The form will be analyzed within 5 (five) business days . After reviewing the form, a label will be generated for the customer to send the product to us. The label's validity period is 6 calendar days. Therefore, if the customer does not send it within the deadline, the exchange or return request will be canceled.

4.2 Technical or manufacturing defect : the period is 7 (seven) days from receipt of the product (as per Art. 18 and Art. 26 of the Consumer Defense Code) to make the request by email contato@ricalyshop.com .

4.3 Damage: in this case, refuse the product at the time of delivery or request an exchange or return within the legal period by emailing contato@ricalyshop.com , providing the order number and a photo of the condition of the item. We analyze each case individually, but we always strive to offer a satisfactory solution to our customers.

4.4 Product not in accordance with the order placed: refuse the product at the time of delivery Or request an exchange or return by email contato@ricalyshop.com , within 7 (days) from receipt of the product (as per Art. 49 of the Consumer Defense Code).

4.5 After the product arrives to us, it will be analyzed within ten days and, if it is in perfect condition, the amount will be fully refunded.

4.6 All exchange or refund cases must be handled only via email: contato@ricalyshop.com . The email must contain the details of the entire problem with clear photos and videos.

4.7 The color and model of the product is the customer's responsibility when choosing it.

5. 
   5. FORM OF REFUND AND CHARGEBACK

5.1 Exchange coupon: you can opt for an exchange coupon, which allows you to use the refunded amount to make new purchases on the Ricaly Shop website;

5.2 Refund by card: exclusive to orders paid by credit card. The refund period will follow the rules of the card administrator, and may take one to two invoices depending on the due date of your invoice;

5.3 In case of Chargeback: the purchase dispute will be analyzed by our support and if the product was actually delivered during the chargeback process carried out with the credit card operator, we will request its return since the payment has not been made and the product cannot be accepted by the customer.

5.4 Bank Slip: For purchases made using a bank slip, the amount will be refunded via bank deposit within 10 (ten) business days, into the buyer's checking account. In this case, the CPF of the holder must match the one presented in the order. In addition, you must send us all your bank details for the deposit to be completed.

5.5 Cases of refund for purchases due to loss by the Post Office, out-of-stock items, and the like. These are made within 5 business days from the time of the refund/cancellation request. If the payment was made via PIX or bank slip, the amount will be returned to the account of origin. If the payment was made via Credit Card, we will cancel the payment and the bank or card issuing company will make the refund according to the terms of the same.

5.6 If you have any questions about exchange or return procedures, please contact us via email at contato@ricalyshop.com using the expression "EXCHANGE OR RETURN – ORDER NUMBER XXXX" in the email subject.

5.7 RICALY SHOP's opening hours are from Monday to Friday , from 9:00 am to 8:00 pm , and on weekends and holidays from 12:00 pm to 5:00 pm .