Return, Exchange and Return of Products
Return: if you change your mind within 7 days after delivery of the product, you can return it by correctly informing our Customer Service Center. The product must be sent back to our address, by Post Office or by the carrier that delivered it, with the costs paid by you.
In case of return of the product, the freight will be paid by the customer. If the return is for exchange due to a manufacturing defect, the freight will be paid by the company.
To start the return process, the customer must complete our online form through this link. https://roycoprofessional.com/contact-us/
If broken or defective products are delivered to the customer, the company undertakes to exchange them after verification by our technicians and certification that it was not caused by misuse.
The product must be in its original packaging, with all accessories, manuals, items included and in perfect condition, accompanied by the original invoice. There can be no traces of product use. If you do not meet these requirements, the product will automatically be returned to you and the company reserves the right to make new freight charges.
Product refund: What is the deadline for the customer to receive the refund?
This will occur within 5 days of receipt of the return, loss or defect at our Center and after necessary evaluations with you. In the case of returned products, the refund/reversal of amounts paid will only be made after receipt and analysis of the product(s) by our quality control team. The form of reimbursement will be made in the same way as the purchase of the product was made: if it was made by credit card, it will be reversed/refunded directly to your card.
Exchange: If the product is defective, you must contact our Customer Service Center within 7 calendar days of delivery and request an exchange for the defect. Return costs and fees will not be charged.
The product must not show evidence of use and must be returned and sent to our address in its original packaging or in a suitable export packaging by the Correios collection service or by the carrier that delivered it.
You must send a brief written report on the alleged defect to which the complaint refers, clarifying the problem that occurred, etc. An analysis will be carried out by our Quality Center regarding the alleged defect and, if necessary, it will undergo a technical analysis by the manufacturer, in which we will receive a report that proves the exchange. Average completion time: 25 working days after receiving the product.
If the report is favourable, you will have the new product delivered to your address free of charge. If we do not have the product in our stock, we will inform you and make available other products for you to choose from, respecting the exchange limit value. If there is a difference in the value of the new product, the difference will be charged.
If the report is unfavorable, your purchase will be returned to you, with the disapproval report and no replacement. You will also be charged the cost of shipping the product by the means you choose. Reasons for rejection: lack of supposed defects; finding or evidence of misuse of the product; finding or evidence of accidental damage; normal wear and tear from use.
