Exchange Policy

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CANCELLATION POLICY:

Cancellation of orders will only be accepted if the order has not been dispatched yet. If your product is already on its way, it will not be possible to cancel the purchase.

EXCHANGE POLICY:

Raphael strives for quality and customer satisfaction. Out of respect, and to maintain the credibility gained with its consumers, the company follows an exchange and return policy in accordance with the American Consumer Protection Code, and is concerned that you obtain an effective, agile and, above all, a satisfactory negotiation.

If it is necessary to exchange and/or return a product, contact our customer service channels within 48 hours of receiving the product, stating the reason for the exchange and/or return.

How to do it:

1. Attach photos, videos or equivalent demonstrating the problem for exchange or return.

2. When carrying out the return/exchange process, the customer must inform:

   2.1. Reason for return/exchange

   2.2. Patient's full name

   2.3. Patient CPF

   2.4. Return date

   2.5. Product reference code

   2.6. Product batch number

ATTENTION: Exchanges or returns will only be made if the product has manufacturing defects, that is, if it is delivered damaged, broken, leaking or any other reason that justifies the exchange/return.

The following conditions must be observed:

- The product must not show signs of use;

- The product must be sent in its original packaging, accompanied by labels or tags (label with product reference code);

- As it is a controlled product and sold only with a doctor's prescription, there is no possibility of exchanging it for a product other than the one originally prescribed by the doctor.

To contact us, send an email to: tatiana@raphael.care