EXCHANGE AND RETURN POLICY

ATTENTION: due to the new Coronavirus (COVID-19) pandemic, the deadlines and procedures listed below may change, especially in the event of interruption in the operation of transport and correspondence services, as well as aggravation of measures to restrict circulation and agglomeration imposed by public authorities.

1. OUR POLICY

To RETURN a product for regret, you have a period of 7 working days, counting from the date of receipt of the product, inclusive.

To EXCHANGE products for others, they will only be accepted provided that the products are from the current collection and within a period of 30 (thirty) consecutive days, counted from the date of receipt of the product, inclusive. Therefore, be aware that the products purchased at the end of the current collection cannot be exchanged for others if, even within a period of 30 (thirty) consecutive days, counted from the date of receipt of the product, inclusive, you already have collection has been changed.

PRODUCTS PURCHASED IN LIQUIDATION MAY NOT BE EXCHANGED, except in the event of product defect, subject to the deadline for analysis of the defective product and issue of an opinion by ROWA.

Attention: we do not respond to requests for the exchange or return of any product outside the deadlines specified above and in violation of the general conditions of the ROWA Exchange and Return Policy, described below:

2. GENERAL CONDITIONS

2.1. CONDITIONS FOR EXCHANGE OR RETURN

The request for a return due to regret must be made within 07 (seven) business days, counted from the date of receipt of the product, pursuant to art. 49, caput, of the Consumer Protection Code. Return requests received after said deadline will not be accepted.

The exchange request for another product is accepted provided that the products are from the current collection and must be made within 30 (thirty) consecutive days, counting from the date of receipt of the product, inclusive. The exchange, in cases where there is no defect in the product, is courtesy of ROWA, therefore, requests received after this deadline will not be accepted. Likewise, products purchased at the end of the current collection cannot be exchanged for others if, even within a period of 30 (thirty) consecutive days, counted from the date of receipt of the product, inclusive, there has already been an exchange of collection .

Products purchased in liquidation cannot be exchanged, except in the event of product defect, respecting the deadline for analysis of the defective product and issue of an opinion by ROWA.

Products with adjustments made by the consumer, after receiving the product, cannot be exchanged or returned.

The request to exchange the product due to defects must be formalized by the consumer within 90 (ninety) days after receiving the product, and the deadline for analysis of the defective product and issuance of an opinion by ROWA is 30 (thirty) days calendar days counted from the receipt of the product by ROWA.

2.2 PRODUCT CONDITIONS FOR EXCHANGE OR RETURN REQUESTS TO BE ACCEPTED

The products to be exchanged or returned must be in perfect conditions of use, as well as present all the original characteristics that they had at the time of receipt of the product.

ROWA labels and seals must remain intact and affixed to the product whose exchange or return is sought.

The products cannot have been washed or previously used by the consumer, nor have any odors or stains. Products that have already undergone personalized adjustments after being received by the consumer (eg hems or darts) will also not be accepted.

ATTENTION:
If ROWA understands that the product does not fit the criteria of “Product Conditions for Accepting Exchange and Return Requests” described above, it will be exempt from making the return or exchange. In this case, ROWA will resend the product to the consumer without prior consultation, informing the reason for refusing the request for exchange or return.

2.3 EXCHANGE AND RETURN CHANNELS AND FREIGHT EXPENSES

The product can be exchanged via the e-commerce service channel described in item 2.4 below.

The return of products due to regret will be made exclusively through the e-commerce service channel described in item 2.4 below.

Shipping expenses for the first exchange or refund will be the sole responsibility of ROWA, at no cost to the consumer.

2.4 EXCHANGE OR RETURN PROCEDURE

In order for the exchange or return to be carried out, the steps listed below must be followed:

STEP 1: Send an email

Send an email to atendimento@rowastore.com.br , containing the following information, mandatorily:
Request number;
Personal data (name, telephone and CPF number);
Reason for exchange or return;
Product to be exchanged or returned.

STEP 2: Posting or collecting the product

Product Posting

Within up to 3 business days, the consumer will receive an email with the postage code for the product at the Post Office. The consumer must pack the product (obligatorily accompanied by the respective DANFE) and take it to the nearest post office.

Attention: The postage code of the Post Office is valid to be used, so be careful not to miss the deadline.

Address for posting the product: Av. Republic of Lebanon, 331, Moema - CEP 04501-001

ROWA will not be responsible for any damage or loss of products voluntarily placed by the consumer at the disposal of third parties for collection purposes.

STEP 3: Exchange or Refund

Once the product is received by ROWA, the conditions of the product will be evaluated within a period of up to 30 (thirty) calendar days and, after internal approval, the customer will receive an email with the credit to make the exchange. ATTENTION: This credit is valid for up to 7 (seven) consecutive days and must be used within the current collection. In case of return, the reversal will be made directly by the credit card operator and the refund verification can be made on the card invoice itself.

ATTENTION: In the event of a refund, we emphasize that the deadline for reversing the credit card is from 30 (thirty) to 60 (sixty) days (that is, up to two invoices), according to the rules established by the respective credit card operators. ROWA will not be responsible for any failures by credit card companies to provide customer service.