Objective: To provide you with a safe and worry-free shopping experience, our policy is also based on the Consumer Protection Code.

How to Request Cancellation / Return
To request a cancellation or return, access our chat (WhatsApp), and send us a message stating your interest in "Cancellation or Return." In this message, please provide the order number and the email address used to make the purchase on our website. Alternatively, you can email us at contato@rodapeonline.com.br with the subject "Cancellation/Return." In the email, highlight the details of your order. Don’t forget to inform us of the reason for the cancellation/return so we can assist you in the best possible way.

Cancellation / Return Conditions
Withdrawal or Regret
If you regret your purchase for any reason, you have the option to cancel it, as long as there is no sign of use on the products.
You can request this cancellation up to 7 (seven) days after the delivery date of the purchase.
Withdrawal can occur in three stages:

I – The order has not been shipped
In this case, you only need to request the cancellation of the purchase through the customer service channels, and within 5 (five) business days from your request, we will refund the amount paid.

II – The order is in transit for delivery
If this cancellation request occurs after the purchase has been shipped, simply refuse the package upon delivery, and the carrier will return it to us.
Contact us to notify the cancellation as described above.

III – I have received my purchase, but for some reason, I want to cancel
Exchanges
We offer exchanges for products if you don't like them immediately, as long as there are no signs of use. This exchange can be requested within 7 (seven) calendar days from the date of receipt.
If the value of the new product is lower than the purchased product, a coupon for the difference will be issued for future purchases. Or if the value exceeds, the customer will pay the difference via bank transfer.
For exchanges, the customer is responsible for the shipping costs for the return and the reshipping of the new product.
To request exchanges, contact us as described at the top of this page.
Deadlines: Return and reshipment of goods – the same estimated delivery time by the carrier for your order. + 3 (three) business days for analysis, + 15 (fifteen) business days for dispatch of the reshipment.
Cost: Return and reshipment shipping costs are paid by the customer.

Damages / Defects
If you notice any damage after delivery, you can request a replacement or cancellation of the purchase. This request must be made within 7 (seven) business days after receiving the product.
If a product defect is identified, the claim period is up to 30 days from the date of receipt.

For these cases, three options are provided: I – Replacement/exchange of the product with another of the same type, in perfect condition for use;
If the product to be exchanged is no longer available in stock, the value of the product will be refunded to the customer.
II – Cancellation and return of the purchase with a refund of the amount paid;
III – Credit of the same value as the purchase for use as desired on our website.
In any case, contact us as described at the top of this page.
The cost of return and reshipment shipping will be borne by the customer.

Refund Method
For cases where a refund is necessary, the procedures are as follows:
I – Credit Card:
If the purchase was made via credit card, we will request the refund to your credit card issuer.
IMPORTANT: The refund of paid installments may occur within up to 2 (two) subsequent statements, depending on the billing cycle, as the refund may occur in the month following the cancellation request. Please note that this procedure is the responsibility of the card issuer.
II – Bank Slip:
For orders paid with a bank slip, the refund will be made via deposit into a checking or savings account. You will need to provide your bank account details for the deposit. The account must be in the name of the buyer who provided the CPF during the purchase. The necessary information for the deposit is:

Full name;

CPF number;

Bank name;

Bank account number;

Agency number.
The refund will be made to your bank account within 5 (five) business days.

IMPORTANT

The period for requesting return/cancellation of purchase or exchanges is 7 (seven) calendar days from the receipt of the product at the delivery location.

It is essential that you contact us through the methods described at the beginning of this page.

In case of exchange, if the desired product is not available at the time of the request, we will cancel the order and refund the payment.

If any discrepancies, signs of misuse, or bad faith are identified, we are exempt from the responsibility to fulfill the request and will return the product to your delivery address without refund of the amount paid, and the entire return process will be canceled.

Safe Purchase
Above all, we value trust and relationships with our customers. We also understand that shopping online can generate doubts and insecurities.
That’s why we have a 100% secure platform and a reliable system that encrypts your data, preventing third-party access to your personal information. This certainly makes customers feel more at ease when shopping with us.

Above all, we strive to meet and further satisfy all customers. We base our services on principles that combine quality and complete safety with every product you purchase from us. The best part is that we are always available to answer all your questions, with maximum efficiency and a wide variety of brands and models, adapting each to your preferences.

Here, both you and your personal data will be fully secure, stored in encrypted databases inaccessible to third parties. All of this ensures safe navigation and more peace of mind during your purchase.

Each step of our operation has been studied and designed to offer you the most convenient access. We have a website equipped with the HTTPS protocol, which enhances the security and reliability of navigation, as well as highly skilled and agile servers that ensure smooth access without delays.

FREQUENTLY ASKED QUESTIONS (FAQ)
Customer Service
Delay in delivery of some products during quarantine
Due to the current global economic situation caused by the Coronavirus, our delivery logistics for a few of our products were affected due to a decrease in operations from our delivery and transport partners worldwide. Therefore, orders placed between February and March may experience delays. Unfortunately, this is a situation beyond our control, as mentioned in our Shipping and Delivery Policies.
But don’t worry, we are doing everything we can to ensure that all orders are delivered as soon as possible, and current news suggests a quick recovery of the economy and a return to normal activities.

How long does it take for payment to be processed?
Payments made by credit card are usually processed immediately, but in some cases, it may take up to 2 business days. Payments made via bank slip or lottery houses are processed within up to 3 business days. All delivery timelines are calculated from payment confirmation.

How long does it take to receive my tracking code?
The tracking code will be sent to the email address provided during registration within up to 7 business days.

I cannot see information in my tracking code?
In some cases, the information may take up to 5 business days to update in the tracking system. Simply wait for this period, and your information will appear.

Delivery Timelines
How long will it take to receive my order?
All products available in our store are shipped directly from our international suppliers (Switzerland, the United States, and Asia) to the address provided at the time of purchase, and delivery takes an average of 10 to 25 business days (after product dispatch) depending on the location. Product dispatch is done within 7 business days after payment confirmation in our system.
Orders made through bank slips take 1 to 3 days to confirm payment in our system.

We guarantee a tracking code for the customer to follow the delivery progress of their order.

Attention: In some cases, the delivery timeline may extend by a few more business days due to delays, strikes, recesses, or periods of high demand in the postal services, or other situations beyond our control.

Your store guarantees the delivery of the order, and we are responsible for refunding the full amount paid for products that are lost or missing during the delivery process.
All products are shipped with insurance against loss and with free internet tracking. Your product’s delivery is 100% guaranteed.

1.2. Insured Shipping
"If the product is delayed and not delivered within 60 business days of dispatch, the paid amount will be refunded 100%."

Attention: You may receive more than one package, as your products may come from different suppliers. If you receive one product first and another later, don’t worry, this is completely normal.

1.3. Tracking the Order
Products will be shipped by postal services or other carriers, and there will always be a Tracking Code to allow the customer to follow the progress of delivery. The store commits to instructing the customer on how to track the products. The tracking code will be sent to your email as soon as it becomes available.

Tracking codes are provided 3 to 9 business days after payment confirmation.

Tracking information may take 5 to 10 business days to appear on the postal service website.

How long will it take to ship my order and send the tracking code?
We have a 7-day business period after payment confirmation to send your tracking code. Once you receive the code via email, you can use it to track your order with online tracking tools such as 17Track, Muambator, or the postal website.

How long will it take for the information to appear in the tracking system?
It can take 5 to 10 business days after product dispatch for the information to appear in the system. Don’t worry if you’ve already received your tracking code, and there is no update within that period—the carrier will update it soon.

Tracking
How do I track my order?
We have a 7-day business period after payment confirmation to send your tracking code. Once you receive the code via email, you can use it to track your order with online tracking tools such as 17Track, Muambator, or the postal website.
You can also track your order directly on our website by entering your order number and/or the email used for the purchase. Just click the link sent to your email and/or WhatsApp.

It may take 5 to 10 business days for information to appear in the system, so don’t worry if there’s no update within that period.

I’ve received my tracking code but am having issues tracking my order.
Remember, it may take 5 to 10 business days after the product is shipped for tracking information to appear in the system, so don’t worry if the update is not available within that period.

Order Modifications
I made an order with the wrong/incomplete address.
Please contact us as soon as possible.

The store will ship the products to the address the customer provides. To avoid any issues with the delivery of your order, please ensure the address is correctly filled out at checkout.

Ensure someone will be available at the address to receive your products. The postal service makes three delivery attempts. If no one is available during any attempt, the package will be taken to the nearest postal agency, and the recipient must pick it up within 7 days. If the recipient does not collect the package, it will be returned to the sender, and the customer will be required to pay for reshipping.

We are not responsible for incorrect or incomplete addresses provided by the customer. If the address is incorrect, the package will be returned to the sender, and no further delivery attempts will be made to that address.
If the delivery fails due to an incorrect address, the customer is not entitled to a refund. A new shipping fee of 25% of the total order (shipping fee + postal service fee) will be required for reshipping the product.

I would like to change the model/color of a product in my order.
To offer faster delivery times, all our orders begin processing automatically after payment confirmation. Therefore, it is not possible to change the model/color of a product once the order and payment are completed. However, don’t worry, you can exchange or cancel your order within 7 days after receiving it. Just make sure to follow our return policy and contact us as soon as you receive the product.

Cancellations
I would like to cancel an order that I haven’t received yet.
Once your payment is confirmed, we automatically begin processing your order. Therefore, it’s not possible to cancel an order before receiving it.
However, you can exchange or cancel your order due to dissatisfaction within 7 days after receiving it. Just follow our return guidelines and contact us once you have the product.

I would like to cancel/exchange/receive a refund for an order I have already received.
We have a 7-day exchange policy for dissatisfaction starting from the date you receive the product, and a 30-day policy for defective products. If you’re not satisfied with your product, just follow our return guidelines, contact us, and send the product back to receive a new one or a refund.

Exchanges and Refunds
My product came damaged, and I would like to exchange it.
We have a 7-day exchange policy for defective products starting from the date you receive the product. If you're not satisfied, just follow our return guidelines, contact us, and send the product back for a new one.

I’m not satisfied with my product and would like a refund.
We have a 7-day exchange policy for dissatisfaction starting from the date you receive the product. If you're not satisfied, just follow our return guidelines, contact us, and send the product back for a refund.

Still have questions?
Contact us using the methods below; 

BLACKSHOREUS@GMAIL.COM