Cancellation Policy
The period for requesting returns of items due to regret or incorrect sizing is 7 (seven) calendar days after receiving the product. We DO NOT accept exchanges, only in cases of DEFECT.
Click the link below and fill out our return form.
CLICK HERE TO FILL OUT THE FORM
The entire process (including the posting code) will be sent to the registered email!
Rosa Azul Kids respects the Consumer Protection Code, especially regarding returns, as regulated in Article 49: "The consumer may withdraw from the contract within 7 (seven) days from the signature or the receipt of the product or service, whenever the supply of products and services occurs outside the commercial establishment, especially by phone or home delivery."
RULES
The return of the goods must be accompanied by a content declaration, provided by Correios (Brazilian Postal Service).
- The product must be returned in the same condition it was delivered; i.e., we do not accept products showing signs of use or washing.
- In the case of a set return, the entire set must be returned.
- Return shipping to Rosa Azul Kids is free of charge.
- The delivery of the returned item to Rosa Azul Kids may take up to 30 business days after posting via Correios.
- We do not work directly with Correios — they act only as an intermediary between the consumer and the carrier. If you receive a notice that the order has been delivered to the store, it means it was delivered to the carrier's branch, which will then transport it to our distribution center.
- For orders placed with discounts, promotions, or bundles, the refund amount will be the price paid for the product, as stated on the issued invoice.
- In cases of a full order return with shipping paid by the consumer, the refund will include the product price plus the proportional shipping cost.
- In partial returns, the shipping cost will not be refunded, and it will only be refunded in cases of a full order return.
- After the product is received at our distribution center, a quality inspection will be carried out, which may take up to 2 business days.
DEFECTIVE PRODUCT
If the product presents an imperceptible defect at the time of receipt, you can contact Rosa Azul Kids within 90 days (ninety days) after receiving the order.
The refund or exchange will only be processed after a thorough analysis of the condition of the product(s).
Note that the refund applies to the defective piece, not the entire set.
If the full set is returned to the store, the refund will be for the total amount paid for the defective set.
THE RETURN MAY BE REFUSED, AND THE MERCHANDISE RETURNED IN CASES OF:
- Absence of defect (failure to verify the damage reported by the customer).
- Natural wear and tear due to use.
- Signs of accidental or caused damage.
- Product washing.
- Signs of improper use of the product.
The merchandise will be returned, but the new shipping fee will be the customer's responsibility.
REFUND OF PAYMENTS
The refund of the amounts paid by the customer will be made in the same way chosen in the original payment process, minus the shipping fee. If you decide to return the entire order, the amount paid will be refunded. A refund will only be processed if the return is made in accordance with our Return Policy.
Credit Card: In the case of a credit card purchase, the full or partial refund will be processed as a chargeback to the credit card within 2 billing cycles after the return request.
Bank Boleto: Refunds for purchases made through bank boleto will be processed via bank transfer or PIX key within 5 (five) business days after confirming the details.
PIX: The refund process will be completed within 5 (five) business days. The amount will be automatically refunded to the payment account.
FREQUENTLY ASKED QUESTIONS
I want to exchange for a larger size, but the item is out of stock.
A: We have a relatively high volume of orders, so the item you want to exchange for may be unavailable. For this reason, we no longer work with exchanges; we only offer refunds for the amounts paid by the customer. It is up to the customer to make a new purchase in the correct size.
ATTENTION:
- WE ONLY ACCEPT EXCHANGES IN CASES OF DEFECT.
- We do not accept returns of used items, items without tags, or items showing signs of washing. Items in these conditions will be returned without a refund, and the new shipping cost will be the customer's responsibility.