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Shipping & Returns
RupyShipping & Returns

Deliveries

Rupy offers several shipping methods that may or may not have an associated cost, depending on the characteristics of the order such as weight, value and the destination region.

The shipping costs are presented when registering an order in a store, taking into account the following characteristics:

  • Destination region;
  • Weight and / or value of the order;
  • Chosen shipping method;

The customer when placing his order is accepting the costs and delivery times.

If the order is not paid within 48 hours after the date on which it was placed, it will be subject to automatic cancellation.

How the order is processed

The dispatch of an order will be made taking into account the shipping method chosen by the consumer when registering the order and only after validation of the payment.

When the order is shipped, the consumer will receive an email where he can confirm the tracking code to accompany the delivery information.

The expected delivery time may vary according to the dispatch service contracted or according to the time provided for in the description of the shipping method.

If the customer does not complain to the carrier in time and the order is returned to Rupy, it will be the customer who bears the costs of new transport.

The order invoice will be sent by email to the customer.

Exchanges and returns

The customer has the right to proceed with the exchange or return without incurring any costs (in addition to the cost of returning the product (s)) and without the need to indicate the reason, within 14 (fourteen) days , Counting from the day on which the customer or a third party indicated by the customer (with the exception of the carrier) acquires physical possession of the product (s).

Thus, in the case of exercising the right of free withdrawal, any purchase made in the store can be returned within 14 days after being received. After this period, it will not be possible to offer a refund or exchange of the item (s).

If the customer intends to exchange or return a product, he must contact us through the email shop@rupy.pt.

The contact made by e-mail must refer to the data mentioned below:

  • Receiver's name;
  • Telephone / mobile contact;
  • Order number;
  • Order date;
  • Date of receipt of the order;
  • Number of products and / or services purchased.
  • Include invoice

Conditions for exchange or return

In order for a purchase to be eligible for return, purchased items must be in the same condition in which they were delivered. It will also be necessary that they be returned in the original packaging and without signs of misuse or mishandling.

Refund

The shipping costs associated with the return and exchange of products are borne by the customer. The refund of the amount will be made within 14 days from the date of receipt of the returned order.  

If the final value resulting from the exchange of products for an order is higher than the initial value of the same, the Customer will have to pay the difference, using one of the available payment methods. If it is less than the initial amount, or in the event of a return, the Customer may request a refund of that amount by bank transfer to an account to be indicated.

If the item was offered and sent free of charge, it will not be refunded.  

If the return occurs due to a Rupy error, then the return and reshipping charges for the order will be assumed by Rupy.

If the customer wants a collection method different from that defined by Rupy , the customer will be responsible for paying the additional shipping costs related to the return of the product to the store, whether for the purpose of return or exchange.

We cannot guarantee that the items are returned or that they arrive in the same condition as when they were shipped.

Returns will only be accepted when within the stipulated period and exchanges are subject to availability of stock. An unsatisfied exchange order automatically generates a refund and a consequent credit.

In case of unavailability of the product and / or out of stock, the customer will be informed of the partial or total cancellation of his order with the right to a refund of the respective amount paid.

International returns

In the case of an order delivered abroad, the return process is done based on the conditions mentioned above.

Defective items

In case of return or exchange due to a defective product, the customer must inform within a maximum period of 14 days from the date of dispatch of the order to the email shop@rupy.pt.

Rupy will collect it at the address indicated by the customer at no cost.

Within a maximum period of 20 days, Rupy will check the product and respond to the customer.

If the anomaly occurs, a new product is sent for replacement. If the item of equal reference is not in stock, the customer can choose another item of equal value or refund the value of the defective item. If the anomaly is not found, the item is returned to the customer, against payment of the shipping.

All products are shipped well conditioned. If you find that the packaging has external damage, you should report this to the carrier, at the time of delivery, also referring to this data in the document proving delivery. You should also contact us immediately after receiving the damaged product.

Products not shipped

In the event that the customer receives an order with missing product (s), the customer has 14 days from the date of receipt of the order to inform of the lack.

 

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