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The ROCKTUDE team is committed to the full satisfaction of our customers. Therefore, we offer the option of exchanging or returning products. You can request an exchange due to a manufacturing defect within 7 days, counting from the date of receipt of the product. Certain conditions must be observed to ensure the proper process:
The product must remain in its original packaging and must not have been used.
All original labels, manuals and accessories must be present.
The store does not exchange products for reasons of size, color or model , as determined by Article 18 of the Consumer Protection Code. Therefore, we recommend that you carefully check the measurements before finalizing the purchase.
To request an exchange or return , simply contact us via email at suporte@rocktude.com informing the name of the product, order number, email registered at the time of purchase and the reason for the exchange or return. It is also important to send a video that proves the product defect, if any.
Example:
Product name;
Order number;
Email used for purchase;
Reason for exchange or return;
Video proving the defect, if applicable.
After reviewing and confirming the return details, we will provide the address to send the product. The shipping cost is paid by the customer.
If you made the purchase with a credit card, the refund may be visible in up to two invoices after completing the return through the payment gateway. If the purchase was made via PIX or bank slip , the refund will be made within 10 business days after confirmation of the return. It is important to note that the bank transfer will only be made to the account of the purchase holder.
The deadline for analyzing the refund or exchange request is up to 2 business days, counting from the date the order is sent.
Your request will be answered during the company's opening hours between 9 am and 6 pm from Monday to Friday. If you contact us outside these hours, your request will be answered within 2 business days.
