Exchanges and Returns

Our product exchange policy is designed to provide customers with complete confidence regarding the items purchased from our store.

All our products come with a warranty against manufacturing defects.

We also accept exchanges for products that differ from what the customer ordered.

If you receive a product from us with a manufacturing defect or different from what you ordered, please follow these steps to request an exchange:

If more than 7 business days have passed and the product presents a defect or fault, please contact us with your CPF (Brazilian tax ID), order number, the product to be returned, and a description of the defect.
Once we receive your email, we will forward your request to our quality department for evaluation. Approval from this department is required before an exchange can proceed. After analysis, we will get back to you with the outcome and let you know if an exchange will be made.

The deadline to request an exchange for this reason is 90 days after receiving the product.

⚠️ Please note: we will not process exchanges or refunds after this period.

Your claim will be reviewed within 7 business days. If a problem is confirmed, we will contact you via email and you may choose one of the following options:

  • Receive a full refund of the amount paid.

  • Receive a new product identical to the one originally ordered.

  • Receive a product of similar value.

  • Receive a store credit coupon in the amount of the product for future purchases.

According to the CDC (Consumer Defense Code), cancellation requests for online purchases must be made within 7 business/calendar days from the date of delivery.

For credit card refunds, our finance department has a maximum of 7 business days to process the refund with your credit card company. The balance may take up to 120 days to reflect on your card, depending on your billing cycle and the policies of your card provider.

If a refund by bank deposit is needed, it will be made within 10 business days after quality control review and can only be issued to a bank account registered under the same CPF used in your purchase on our website.

Products returned without prior notice, beyond the allowed period, missing items or documentation (such as the invoice or product tags) will be returned to the customer.

The same applies to exchanges that are rejected after quality analysis — in this case, they will be returned to the customer via Cash on Delivery (Sedex a cobrar), and the return shipping cost must be paid by the customer.

⚠️ Important: Royal Cart is not responsible for shipping costs related to returns for refund, chargebacks, or product exchanges. These expenses are the responsibility of the customer.