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RETURN AND EXCHANGE POLICY

To ensure the safety of our Users, we have adopted a Return and Exchange Policy based on the Consumer Protection Code, ensuring that your rights are respected.

Please check your order. When placing your order, it is important that you verify whether the features and description of the chosen Service or Product match the product you wish to purchase and that you correctly fill in the requested information at the time of purchase. Also, check if your details are correct.

Withdrawal/regret of the service. Users have up to 7 (seven) consecutive days from the date of purchase to inform us of their decision to withdraw from the purchase of the Service, provided that the Service has not yet been rendered. In this case, the User will receive a refund of the amount paid as described in section 5.5 "Refund of the Amount Paid". Pay attention to this date, as requests outside this period will not be accepted. To make your request, please contact our Customer Service Center via email at sac@renatafranca.com

Product Withdrawal/Regret. Users have up to 7 (seven) calendar days from the date of receipt of the Product to inform us of their decision to withdraw from the purchase with the assurance of a refund of the amount paid, including the shipping cost. Please be aware of this date, as requests submitted after this period will not be accepted. To make your request, please contact our Customer Service Center via email at sac@renatafranca.com

The return of the Product due to withdrawal can only be made with the presentation of the invoice. Additionally, the Product must be in its original packaging, with the manufacturer’s seal intact, without signs of use, and in perfect condition.

If any discrepancies or tampered packaging are noted, we reserve the right to refuse the return and not refund the payment, and may resend the product to the User without prior consultation. Therefore, for your own security, make sure the product meets your expectations before breaking the seal.

Refund of the Amount Paid. The refund of the amount paid for Services not yet initiated, or in case of withdrawal or regret, will be processed only after the receipt and inspection of the condition of the returned Product(s), as follows:

Reversal of the charge of the Product amount, including shipping costs, on purchases made via credit card or other payment platforms that use credit card billing. It is important to note that the reversal will occur within up to two subsequent billing statements, as it is under the responsibility of your credit card administrator; and

Deposit into the bank account specified by you within 10 (ten) business days after formalizing the withdrawal request, for purchases made by bank slip or account deposit.

Damaged Product. If the User identifies a defect or fault in the Product, they must contact our Customer Service Center via email at sac@renatafranca.com, within a period of up to 30 (thirty) calendar days from the receipt of the respective Product, in accordance with Article 26, I, of the Consumer Protection Code.

In this case, the exchange will only be effected after the receipt and analysis of the condition of the returned Product(s). If it is determined that there is no defect or fault, or if there are signs of misuse or poor maintenance of the product, the SPA may refuse to exchange the product and may return the Product to the User.

In this instance, the product must also be returned along with the invoice, identifying the reason for the return. The absence of an invoice will prevent the identification of the order and, consequently, the exchange.

Our customer service team will analyze your request and respond to your complaint within up to 30 (thirty) calendar days from the date the product is received at the SPA Distribution Center.

Important. Please be advised that all Products sent to the SPA due to defects will undergo a preliminary technical analysis to verify the existence of a manufacturing fault. Exchange or refund of the amount paid will not be warranted if no defect is found, or if any signs of misuse or poor maintenance of the product are detected. Once the defect is confirmed, we will contact you to take the necessary steps to resolve the detected issue.