Exchanges and Returns

Rascher values customer satisfaction, and therefore we have established a clear and fair exchange and return policy in accordance with the Consumer Protection Code (CDC). We ask that you read the terms below carefully to understand in which situations you can request an exchange or return of products.

1. Conditions for Exchanges and Returns 1.1. Lost Product

   If your product is lost during the delivery process, please contact us immediately at [email protected] or by phone at +55 65 99997-2001. According to Article 35 of the CDC, we will resolve the issue as quickly as possible, either by sending a new product or refunding the purchase amount.

   1.2. Poor Quality of Product

   If you receive a product with a manufacturing defect or in conditions that do not meet the expected quality, please contact us within 7 days after receipt, as per Article 18 of the CDC. We will analyze the case, and if the defect is confirmed, we will arrange for an exchange for a new product or a refund of the paid amount.

2. Situations Not Covered by the Exchange and Return Policy 2.1. Customer Responsibility

   • Incorrect Product Choice: We do not accept exchanges or returns due to incorrect choices of size, color, or model of the product. We ask that you check all product details before completing your purchase.
   • Natural Wear: Products damaged due to normal use, wear and tear, or misuse are not covered by our exchange and return policy.
   • Change of Mind: We do not accept returns or exchanges due to a customer's change of mind after purchase.

3. Procedure for Requesting an Exchange or Return

   To request an exchange or return in the permitted cases above, follow these steps:

   • Contact our customer service team at [email protected] or by phone at +55 65 99997-2001, providing your order number and the reason for your request.
   • Our team will respond within 2 business days with instructions for returning the product (when applicable).
   • After we receive and inspect the returned product, we will contact you to confirm the approval or rejection of the exchange or return request.
   • If approved, the exchange or refund will be processed within 10 business days.

4. Shipping Costs

   In cases of loss or poor quality of the product, Rascher will cover the shipping costs for the exchange or return. In any other situation, the shipping costs will be the responsibility of the customer.

5. Right of Withdrawal

   According to Article 49 of the CDC, the consumer has the right to withdraw from the purchase within 7 days after receiving the product, provided it has not been used and is in its original packaging. To exercise this right, please contact us at [email protected] or by phone at +55 65 99997-2001.

6. Contact

   If you have any questions about our exchange and return policy, please contact us at [email protected] or by phone at +55 65 99997-2001.