Exchanges and Returns
Our product exchange policy is designed to provide complete security regarding purchases made in our store.
All our products come with a warranty against manufacturing defects. We also process exchanges for products that differ from what the customer originally ordered.
If you receive a product with a manufacturing defect or different from what you ordered, follow these steps to request an exchange:
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If more than 7 business days have passed and the product has a defect, contact us with your CPF, order number, the product to be returned, and details of the issue.
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Once we receive your email, we will forward your request to our quality control team for verification. Authorization from this department is required for any exchange. After the evaluation, we will contact you with the outcome and confirm whether an exchange is necessary.
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The timeframe to request an exchange for this reason is 90 days from the date of receipt.
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Please note that we do not process exchanges or refunds after this period.
Your claim will be analyzed within a maximum of 7 business days, and if the issue is confirmed, we will contact you via email. You will have the following options:
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Receive a full refund for the amount paid.
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Receive a replacement product identical to the one ordered.
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Receive a product of similar value.
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Receive a store credit to use on future purchases.
According to the Consumer Protection Code (CDC), cancellations for online purchases must be requested within 7 calendar days from the date of receipt.
For credit card refunds, our financial department processes requests within 7 business days with the credit card operator. However, the balance may take up to 120 days to be refunded, depending on your billing cycle and the policies of your card provider.
If a refund is required, it will be processed via bank transfer within 10 business days after quality verification. Refunds can only be made to a bank account registered under the same CPF used for the purchase.
Products returned without prior communication, outside the deadline, with missing or incorrect items, without tags, or without an invoice will be returned to the customer.
The same applies to exchanges that fail quality control inspection. These products will be sent back via COD shipping, and the return shipping fee must be paid by the customer.
Important: RoseDeluxe Vetements is not responsible for return shipping costs related to refunds, chargebacks, or exchanges for other products. These expenses are the customer’s responsibility.