Return and Refund Policy
How do I request a return?
You can make a return request within 7 (seven) calendar days after receiving your order, but please pay attention to our return rules:
a) All items in the return request must be sent by the customer;
b) The product must be returned in its original packaging;
c) The product cannot show signs of use;
d) The product must contain all labels intact;
e) The product must be sent together with manuals and accessories.
We do not exchange products that are the wrong size for the customer. We provide the measurements of our products in centimeters so that there is no error in choosing the size. As stated in the Consumer Protection Code - Article 18, there is no legal obligation for the store to exchange products due to the customer's regret regarding the color, size, model, or any other reason.
If the rules are not followed, the return request will not be accepted, and the reshipping costs will be the customer's responsibility.
Requesting a return of your product is very simple! Just send an email stating the reason for the Return Request and the order number to loja@renctas.org.br
To return the product, simply use the label that you will receive by email and that contains the details of the recipient of your post. Remember:
You must go to a Correios branch or franchise, taking the Authorization Code and the product for posting;
The product must be returned unused, in its original packaging, wrapped in brown paper and accompanied by the labels, manuals and accessories that were delivered with it;
Once the product is received at our Distribution Center, a quality analysis will be carried out which may take up to 10 business days;
The refund of the value of your product will be made according to the payment method of your order, or through an exchange voucher, and will only be made if all return rules are met.
The cost of shipping the returned product is entirely covered by PROJECT TRADITION WITH CONSERVATION .
Important! Returns of products with evidence of misuse will not be accepted. Requests to return products received with damaged packaging or damaged products will only be accepted if requested within 48 hours of receipt.
How do I request an exchange?
You can request an exchange within 7 (seven) calendar days after receiving your order, but please pay attention to our exchange rules:
a) All items in the return request must be sent by the customer;
b) The product must be returned in its original packaging;
c) The product cannot show signs of use;
d) The product must contain all labels intact;
e) The product must be sent together with manuals and accessories;
f) 3 images of the product with its original packaging, accessories and labels;
g) Video proving the defect.
If the rules are not followed, the exchange request will not be accepted and the reshipping costs will be the customer's responsibility.
Requesting an exchange for your product is very simple! Just send an email with the title: Exchange Request, stating the reason, order number, photos/videos of the product to the email loja@renctas.org.br
You will receive an email with all shipping instructions.
To exchange the product, simply use the label that you will receive by email containing the details of the recipient of your post.
Remember:
a) You must go to a Correios branch or franchise, taking the Authorization Code and the product for posting;
b) The product must be returned unused, in its original packaging, wrapped in brown paper and accompanied by the labels, manuals and accessories that were delivered with it;
c) Once the product is received at our Distribution Center, a quality analysis will be carried out which may take up to 15 business days. The exchange will only be made if all exchange rules are met;
d) After approval of the quality analysis, the item(s) will be sent to the same delivery address as the original order with a new delivery time.
The cost of sending a product for exchange is entirely covered by the TRADITION WITH CONSERVATION PROJECT .
Important! The request to exchange a defective product must be made within 7 (seven) calendar days after receiving the order. Exchanges of products with evidence of misuse and after the established deadline will not be accepted.
Requests for exchange of products received with damaged packaging or damaged product must be made within 48 hours. In this case, we recommend that the packaging not be opened, take photos/video and send them to our email. In case of damaged product, it is also necessary to send photos/video to loja@renctas.org.br
What are the refund options for a return?
When requesting a return, you can choose between receiving the amount paid back or a voucher to be used throughout the store. The amount paid for the product will be refunded according to the payment method used. If it is by boleto or Pix, the amount will be deposited into the customer's account within 10 business days after the return request is approved.
Important! In order for us to make the deposit, the bank details must be those of the person registered on our website. Deposits will not be made into third party accounts.
We suggest that you check the branch and account numbers with the digit (if applicable) on your card. If you have a joint account, the information provided must be that of the first cardholder, otherwise, there will be a delay in the refund due to incorrect information. In the case of an exchange voucher, if the value of the chosen product is less than the value of the voucher, the customer may only request the remaining money back in the case of defective products. If the value of the chosen product is higher than the value of the voucher, the customer must pay the difference by choosing one of the payment methods on the website.
