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
   
   1This website is owned, maintained and operated byRICALY SHOP, a private law legal entity, registered with the CNPJ under no. 37,821,635/0001-60, with address at R Itaocara, 45, First Floor, 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 the original packaging, with all the accessories it has 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 shipped in and well packaged.
4.1.5 In case of withdrawal due to regret, the customer must open a ticket through our support: contato@ricalyshop.com in up to 7 days from receipt of the product. As predicted by the law, requests for exchange or return due to dissatisfaction will not be accepted after 7 days of receipt.

4.1.6 The form will be reviewed in up to 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 days (consecutive). Then if the customer does not send within the deadline for the request for exchange or return will be canceled.

4.2 Technical defect or of manufacturing: the deadline is 7 (seven) days from receipt of the product (as per Art. 18 and Art. 26 of the Consumer Protection 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 email contato@ricalyshop.com, providing the order number and a photo of the item's condition. We analyze each case individually, but we always strive to provide a satisfactory solution to our customers.

4.4 Product does not match 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 (according to Art. 49 of the Consumer Protection 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 should 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. FORMS 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 website. Ricaly Shop;

5.2 Refund on card: exclusive for 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 contato@ricalyshop.com using the expression "EXCHANGE OR RETURN – ORDER NUMBER XXXX" in the email title.

5.7 RICALY SHOP opening hours are from second the Friday, of 09:00 to 20:00, and in weekends and holidays of 12:00 p.m. to the 5:00 p.m..