Romess Delivery's main objective is to guarantee customer satisfaction. For this reason, we have created an exchange policy so that you, our Romess Delivery customer, are always well served.

 

Withdrawal due to regret

 

If the customer regrets choosing one or more products purchased through the Romess Delivery website, they must, within a maximum period of 7 (seven) calendar days from the date of receipt of the merchandise, communicate their withdrawal through our customer service channels, indicated below, ensuring the return of the amounts paid or reversal of the charge on the credit card.

 

The product(s) must be preserved in the original packaging, properly sealed and unopened, at the appropriate temperature until collected by the Romess Delivery courier.

 

In the case of products with a short shelf life, such as meats, breads, cold cuts, etc., returns will not be accepted after the expiration date indicated for consumption of the product, that is, after the product's expiration date.

 

Exchange due to product defect/flaw

 

Romess Delivery has a rigorous quality control procedure, ensuring that its customers receive products in perfect condition, suitable for consumption.

 

However, if the customer receives a product purchased from Romess Delivery that is unfit for consumption, they must, within a maximum period of 30 days, report the fact through the customer service channels described below, so that, at their discretion, an exchange for another product of the same specifications can be made or a refund of the amount paid can be received.

 

The product(s) must be preserved in the original packaging, at the appropriate temperature, until collected by the Romess Delivery courier, so that it/they can be sent for analysis.

 

Product shortage

 

We work with rigor and control in the process of selecting and shipping goods; however, if the customer finds that any item listed on the issued invoice has not been delivered, they must notify Romess Delivery within a maximum of two days after receiving the purchases, through the appropriate channels indicated below.

 

After the aforementioned deadline has passed, no claims regarding the non-delivery of products will be accepted.

 

General rules

 

The exchange request must be made through our Customer Service Center (11) 2110-1825, by email atendimento@romessdelivery.com or through the Contact Us link on the website.

 

In cases of exchange/refund, when the merchandise is picked up by the Romess Delivery courier, it is mandatory to present the purchase receipt for the product, as well as an official photo ID.

 

Given that the shipping cost is fixed, this amount will only be refunded if the entire purchase is cancelled.

 

In the case of a refund, the amount equivalent to the product price will be credited to the current account of the registered customer who purchased the merchandise, in the case of payment by debit card or bank slip, and in the case of payment by credit card the amount will be reversed on the bill. The reversal or refund will only occur after the product has been picked up by the Romess Delivery courier.

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