GLOBAL RETURN POLICY
TRANSPARENCY AND EXCELLENCE IN EVERY DETAIL
Comprehensive, transparent, and aligned with international standards. This policy applies to purchases made on rauterglobal.com
1. Right of return (14 days)
Customers may request a return within 14 (fourteen) calendar days from the delivery date, in accordance with the Brazilian Consumer Protection Code (Law No. 8.078/90) and international e-commerce standards (EU Directive 2011/83/EU, UK Consumer Rights Act 2015).
After this period, returns are not accepted unless due to a manufacturing defect or if expressly authorized by Rauter.
2. Product conditions
- Item must be unused, unwashed, unaltered, and free from odors, stains, or damage;
- All original tags, seals, and accessories must be intact;
- Return must include the original Rauter packaging (rigid box, velvet pouch, authenticity card, etc.);
- Proof of purchase (invoice or confirmation email) is required.
Rauter reserves the right to refuse returns that do not meet these conditions and to resend the item to the customer without reimbursement.
3. Global Return Platform (mandatory)
All returns must be initiated via the Rauter Global Return Platform (returns.rauterglobal.com). The platform automatically identifies the nearest eligible return center and provides authorization, instructions, and a prepaid label/QR when applicable.
- Log in using the order number and purchase email;
- Choose between the eligible nearest hubs offered by the platform for your location;
- Track your case in real time until completion.
Important: Customers cannot ship items on their own and cannot select a carrier. All logistics are managed exclusively by Rauter and integrated partners. Shipments made outside the platform will not be processed.
Alternative via email
Email support@rauterglobal.com with full name, order number, delivery country, reason for return, and photos (if applicable). Our team will respond within 48 business hours with platform access and instructions.
4. Return centers & costs
Shipments are routed to the closest hub to the customer among the centers below. Costs are displayed transparently in the platform before confirmation.
| Region | Hubs | Return cost |
|---|---|---|
| 🇧🇷 Brazil | National Rauter Center | Free — prepaid reverse label provided by Rauter |
| 🇺🇸 North America | United States — East & West Coast; 🇨🇦 Canada | Paid by customer (shown in the platform) |
| 🇪🇺 Europe | 🇬🇧 United Kingdom; 🇫🇷 France; 🇩🇪 Germany | Paid by customer |
| 🇦🇪 Middle East | United Arab Emirates | Paid by customer |
| 🌏 Asia & Oceania | 🇨🇳 China; 🇭🇰 Hong Kong; 🇹🇭 Thailand; 🇲🇾 Malaysia; 🇸🇬 Singapore; 🇹🇼 Taiwan; 🇯🇵 Japan; 🇰🇷 South Korea; 🇵🇭 Philippines; 🇦🇺 Australia | Paid by customer |
Platform will present collection/drop-off options (when available) before confirmation.
4.1 Regional hubs (nearest selection)
Returns are directed to the nearest available hub. Customers may select from the eligible options displayed by the platform:
Free return — national center
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
Paid by customer
If a hub is temporarily unavailable, the platform will display the closest alternative.
5. Receipt, inspection & approval
Upon arrival at the designated hub, the item undergoes a quality assessment within 7 business days. If approved, the refund is issued via the original payment method. Non-compliant items are returned to the customer without reimbursement.
6. Refunds (methods & timelines)
- Credit card: refund within up to 2 subsequent billing cycles (subject to issuer);
- Bank transfer / Pix: refund within 10 business days;
- International payments: refunded in the original currency, subject to FX and banking fees.
Import taxes and customs duties paid in the destination country are non-refundable.
7. Late returns (flexibility)
Requests after 14 days may, at Rauter’s sole discretion, be accepted as a store credit (voucher) valid for 6 months.
8. Partial refund
Items with incomplete packaging or minor wear may have up to 10% deducted to cover reconditioning costs.
9. Manufacturing defects
If a manufacturing defect is confirmed, Rauter will cover 100% of logistics costs and offer one of the following: replacement, full store credit, or full refund. The defect must be reported within 30 calendar days of receipt.
10. Non-eligible items
- Customized, embroidered, or made-to-order items;
- Authenticity cards (physical or digital), gifts, and promotional packaging;
- Sale/outlet items with discounts above 40%;
- Any shipment made outside the official Rauter return platform.
11. Fraud & improper conduct
Returns indicating misuse, label tampering, product substitution, or manipulation will be rejected and may be reported to the relevant authorities.
12. Taxes, customs & international responsibilities
- Import duties and taxes paid by the customer are non-refundable;
- Customers must follow the customs instructions shown in the platform; returns blocked by customs due to customer error may be invalidated;
- In Brazil, returns are processed using a free prepaid reverse label.
13. Jurisdiction & applicable law
This policy is governed by the laws of the Federative Republic of Brazil, supplemented by the consumer protection laws of the customer’s country of residence. In the event of conflicting norms, the interpretation most favorable to the consumer shall prevail, observing good faith and transparency.
14. Customer care & contact
Rauter may update this policy periodically to ensure compliance and improve the customer experience. The current version is the one published on this page.
Every Rauter piece carries a story. We pledge to treat every return with the same seriousness, care, and respect with which we create our products, because true luxury is also responsibility.
